Front Office Supervisor (Full Time)
About The Position
The Front Office Supervisor will deliver warm, personalized, and anticipatory service throughout every guest interaction. This role involves resolving guest concerns promptly, professionally, and with genuine care, ensuring memorable service recovery. The supervisor will recognize guest preferences and special occasions to create meaningful, personalized experiences. A visible presence in the lobby is expected, engaging with guests and supporting the team during peak periods. This position will supervise and coach Front Office colleagues to consistently deliver luxury service standards, conduct daily shift briefings, communicate operational updates, and reinforce departmental priorities. The role includes monitoring room inventory, VIP arrivals, group movements, and special requests in partnership with Housekeeping and Reservations. Collaboration with Housekeeping, Concierge, Guest Services, Reservations, Engineering, and Food & Beverage is essential to ensure a seamless guest journey. The supervisor will support hotel initiatives, colleague engagement activities, and continuous service improvement efforts, ensuring compliance with brand standards, policies, and operating procedures. This role serves as the primary point of contact for in-house group guests and supervises daily operations of the Front Desk, providing cross-coverage for Front Office Manager shifts to ensure seamless operations, exceptional guest experiences, and effective team support. Additionally, the supervisor will support onboarding and training of new colleagues and assist in achieving departmental goals related to guest satisfaction, enrollment programs, and upsell revenue.
Requirements
- Minimum 2 years of Front Office experience in a luxury hotel or resort preferred.
- Previous leadership or supervisory experience preferred.
- Strong knowledge of Front Office systems (Opera Cloud preferred).
- Excellent communication and interpersonal skills.
- Proven ability to lead in a fast-paced, guest-focused environment.
- Strong problem-solving, organizational, and decision-making abilities.
- Flexible schedule, including evenings, weekends, and holidays.
- Must be legally eligible to work in the United States. The hotel is unable to assist candidates in obtaining U.S. work authorization.
Nice To Haves
- Minimum 2 years of Front Office experience in a luxury hotel or resort
- Previous leadership or supervisory experience
- Opera Cloud preferred
Responsibilities
- Deliver warm, personalized, and anticipatory service throughout every guest interaction.
- Resolve guest concerns promptly, professionally, and with genuine care, ensuring memorable service recovery.
- Recognize guest preferences and special occasions to create meaningful, personalized experiences.
- Maintain a visible presence in the lobby, engaging with guests and supporting the team during peak periods.
- Supervise and coach Front Office colleagues to consistently deliver luxury service standards.
- Conduct daily shift briefings, communicate operational updates, and reinforce departmental priorities.
- Monitor room inventory, VIP arrivals, group movements, and special requests in partnership with Housekeeping and Reservations.
- Partner closely with Housekeeping, Concierge, Guest Services, Reservations, Engineering, and Food & Beverage to ensure a seamless guest journey.
- Support hotel initiatives, colleague engagement activities, and continuous service improvement efforts.
- Ensure compliance with brand standards, policies, and operating procedures.
- Serve as the primary point of contact for our in-house group guests.
- Supervise daily operations of the Front Desk while providing cross-coverage for Front Office Manager shifts to ensure seamless operations, exceptional guest experiences, and effective team support.
- Support onboarding and training of new colleagues.
- Assist in achieving departmental goals related to guest satisfaction, enrollment programs, and upsell revenue.
Benefits
- Premium preferred provider medical/drug/vision benefits at competitive prices
- Employer paid coverage for group life and accidental insurance coverage ($7,500) + Coverage is available for your ‘ohana!
- 401(k)/retirement saving plan & matching program
- 11 paid holiday/personal days per year
- 10 days of paid vacation that begin accruing immediately
- 50% discounts at hotel restaurants
- 30% discount on retail items at our Fairmont Store
- 30% discount of services offered in our Spa Without Walls
- Travel Program with employee discounts at Accor properties + Friends & Family rates (5,000+ hotels worldwide)
- Complimentary meals in our employee dining facility
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
