Front Office - Front Office Supervisor

Pacific Hospitality Group • Napa, CA

3d

About The Position

The Front Office Supervisor supports the Director of Front Office in leading daily front office operations for the Meritage Resort and Spa. The role helps ensure seamless guest arrivals and departures while maintaining Forbes-level hospitality standards.

The supervisor provides hands-on leadership to Front Office Agents, PBX, and Bell/Valet teams, promoting exceptional service, operational efficiency, and guest engagement. The position contributes to upselling and revenue generation, resolves guest escalations, maintains departmental standards, and fosters a collaborative, service-focused culture. The ideal candidate is a polished hospitality professional who thrives in a fast-paced luxury environment, leads by example, and is passionate about creating memorable guest experiences.

Requirements

• Minimum 2–3 years of front office or guest services experience in a luxury hotel or resort environment.
• Strong passion for luxury hospitality and creating elevated guest experiences.
• Ability to lead teams in a fast-paced, high-volume environment while maintaining professionalism and composure.
• Excellent communication, conflict resolution, and interpersonal skills.
• Ability to handle guest escalations and service recovery situations with confidence and diplomacy.
• Strong organizational skills and attention to detail and operational accuracy.
• Experience with hotel PMS systems, POS systems, and Microsoft Office applications.
• Understanding of front office operations, including reservations, cashiering, room inventory management, and guest relations.
• Ability to work flexible schedules, including evenings, weekends, holidays, and peak occupancy periods.

Nice To Haves

• Previous supervisory or leadership experience.
• Bachelor’s degree in Hospitality Management or a related field.
• Experience in Forbes Four-Star or luxury resort operations.
• Knowledge of Napa Valley hospitality, wineries, dining, and local attractions.
• Bilingual communication skills.
• Experience driving upsell initiatives and guest engagement programs.

Responsibilities

• Supervise and support Front Desk Agents, Bell, and Valet team members to ensure seamless daily operations, service excellence, and adherence to company standards.
• Maintain a strong lobby presence and coach and mentor team members, fostering professionalism, accountability, and exceptional guest service.
• Anticipate guest needs, handle service recovery and escalations, and ensure VIP arrivals, special requests, and loyalty recognition standards are executed.
• Manage arrivals, departures, room inventory, billing accuracy, cashiering procedures, and audit compliance.
• Identify opportunities to maximize room upsells, resort experiences, and revenue generation while maintaining a guest-focused approach.
• Coordinate with Housekeeping, Engineering, Security, Reservations, Food & Beverage, and fellow Front Office leaders to support communication and resort operations.
• Support onboarding, training, scheduling, and performance development initiatives.
• Maintain compliance with company policies, safety procedures, cash handling standards, PCI requirements, and OSHA guidelines, while promoting a safe and professional work environment.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed