Front Desk Supervisor

Four Seasons Hotels and Resorts•Santa Fe, NM

7d•$24•Onsite

About The Position

Four Seasons Resort Rancho Encantado Santa Fe is seeking a hardworking and driven Front Desk Supervisor to supervise the Front Office team. This role requires an individual who infuses enthusiasm into everything they do and shares a passion for service excellence. The position involves delivering exceptional hospitality, overseeing the complete guest experience, and partnering with departments across the resort to coordinate guest preferences and customized experiences. The supervisor will utilize hotel systems to manage front office functions, lead the training and development of Front Desk Agents, create team schedules, manage payroll, and foster a positive work environment. Additionally, the role includes driving revenue opportunities through upselling, conducting inspections, logging and following up on service glitches, and providing operational support across the Rooms Division.

Requirements

2+ years of hospitality supervisory experience, preferably in a luxury hospitality environment
At least 1-2 years in a guest facing position in a luxury environment
Proficiency in hotel property management systems (Opera preferred)
Fluency in English
Ability to stand and move around the resort during for the duration of the shift
Flexible schedule- availability to work evenings, weekends, nights, and holidays
US work authorization is required unless candidate is currently in a managerial position at a Four Seasons location.

Nice To Haves

Additional languages is a plus

Responsibilities

Deliver exceptional hospitality by anticipating guest needs, resolving guest concerns, accommodating special requests, and serving as a confident resource for all guest service needs.
Oversee the complete guest experience, including pre-arrival planning, arrivals, departures, VIP stays, personalized amenities, and service recovery.
Partner with departments across the resort to coordinate guest preferences, accommodations, and customized experiences while ensuring seamless communication and follow-through.
Utilize hotel systems to manage check-ins, check-outs, room assignments, daily reports, guest profiles, and other Front Office functions.
Lead the training, development, and performance of Front Desk Agents, with a focus on service excellence, conflict resolution, operational procedures, cash handling, and night audit functions.
Create team schedules, manage payroll, and foster a positive, high-performing work environment.
Lead briefings with resort leadership, communicating key operational updates including occupancy, arrivals and departures, guest movement, VIPs, service opportunities, events, group activity, and weekly behaviors.
Drive revenue opportunities by training and motivating employees to effectively upsell products and services.
Conduct regular inspections of guest areas and VIP accommodations, identify service opportunities, and coordinate timely follow-up to ensure guest satisfaction.
Log and conduct internal follow-up with glitches to continuously improve Front Office systems, communication, and service.
Provide operational support across the Rooms Division as needed.