The Oxford Hotel Bend - Front Desk Supervisor

Oxford Suites & Hotels•Bend, OR

32d

About The Position

The Front Desk Supervisor at one of Oxford's Four-Diamond, luxury boutique-style hotels ensures seamless front desk operations and delivering exceptional service. This position assists in overseeing the front desk team, ensuring exceptional guest experiences, handling escalated guest concerns with professionalism and supports the training, scheduling, and performance of Guest Experience Representatives and Valet/Bellman team. The Front Desk Supervisor plays a crucial role in striving to meet and exceed Four-Diamond/Forbes service standards, delivering high-quality service and amenities with strong attention to detail, ensuring excellence in every guest interaction, and consistently exceeding expectations.

Requirements

Food handler’s license and liquor server permits as required by state law (or ability to obtain)
Must be minimum age 25 with valid driver license and a clean driving record (insurable to operate company and guest vehicles)
Proof of eligibility to work in the United States
Reliable transportation to and from work
Ability to work a flexible schedule including evenings, weekends, holidays and occasional overnight shifts (rare)
Reliable and consistent attendance
Must be able to perform simple grasping, fine manipulation, and repetitive hand and arm movements frequently
Must be able to lift 50 pounds occasionally and often exert up to 20 pounds of force to push, pull, carry, lift or otherwise move objects
Must be able to bend, squat, crawl, kneel, push, pull, and walk on uneven surfaces on an occasional basis
While primarily an indoor job, must be able to walk outside in a variety of weather conditions (rain, wind, snow, heat)
Must be able to climb stairs both inside and outside in a variety of weather conditions

Nice To Haves

High School Diploma or GED preferred
2+ years of supervisory experience preferred
Hospitality / hotel work experience preferred

Responsibilities

Welcome guests with a polished and professional demeanor, overseeing processes to ensure a smooth check-in and check-out process.
Provide detailed information about the hotel, its amenities, and expert-level local recommendations
Process guest reservations, payments, and special requests accurately, maintaining discretion and confidentiality at all times
Offer upgrades, amenities, and special services to enhance guest experiences, anticipating guest needs, delivering personalized, luxury-level service
Coordinate with bell staff and Valet for transportation needs, luggage assistance and special requests.
Handle guest complaints, requests, and concerns with professionalism and discretion, using the Oxford Collection guest recovery, and service gestures consistent with Forbes service standards
Maintain knowledge of VIP guests, repeat visitors, and special accommodations.
Ensure seamless coordination with housekeeping, Valet, Bell staff, and food & beverage teams for guest requests.
Remain available to guests at all times at the front desk and coordinate frequently with housekeeping, maintenance, and bistro staff to ensure smooth operations and guest satisfaction
Ensure accurate room inventory management, report any guest incidents to management, and maintain up-to-date availability information in the reservations system
Assist in Implementation of company programs and supervise daily front desk operations to comply with SOPs, maximize revenues, and motivate team members
Review billing disputes and adjustments, ensuring accuracy and guest satisfaction.
Maintain thorough knowledge of hotel promotions, special events, and seasonal offerings
Serve as a role model for front desk agents and other employees, leading by example, ensuring all guest interactions reflect Four-Diamond service standards
Monitor and contribute to upselling efforts, enhancing revenue through upgrades and amenities.
Lead pre-shift meetings, ensuring the team is informed of daily priorities and VIP guests
Always provide a high level of customer service, taking time with our guests to ensure every aspect of their stay is up to expectations
Assist in the supervision and evaluation of the Front Desk Agents, providing training & guidance, and resolving problems through open communication
Review time and attendance records, assist in scheduling, monitor compliance with company policies, scheduled breaks and overtime regulations, and addressing any discrepancies in a timely manner
Obtain sales leads for the sales department and support other hotel functions
Proactively present solutions to the management team for resolving problems and conflicts
Attends daily and weekly staff meetings in the Front Office Manger's absence
Works with front desk and valet/bellman staff to ensure that the hotel meets cleanliness and sanitation standards
Adhere to attendance policies and maintain regular availability for scheduled shifts
Maintain integrity, confidentiality, and sensitivity when working with both internal and external clients and guests
Participate in the drivers program or other hotel-related duties as assigned