Front Office - Front Office Supervisor

Human Resources • Napa, CA

22h • Onsite

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. This role drives a seamless execution of guest arrival and departure experiences while maintaining Forbes-level hospitality standards. The Front Office Supervisor provides hands-on leadership for Front Office Agents, PBX, and Bell/Valet teams, ensuring exceptional service delivery, operational efficiency, and elevated guest engagement throughout the resort experience. This position plays a key role in driving upsell and revenue opportunities, resolving guest escalations, maintaining departmental standards, and fostering a collaborative and 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.
• Proven 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 with 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 preferred.
• Strong passion for luxury hospitality and creating elevated guest experiences.
• Bachelor’s degree in Hospitality Management or 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.
• Lead by example through a strong lobby presence, coaching and mentoring team members while fostering a culture of professionalism, accountability, and exceptional guest service.
• Deliver elevated and personalized guest experiences by anticipating guest needs, handling service recovery and escalations, and ensuring VIP arrivals, special requests, and loyalty recognition standards are executed flawlessly.
• Drive operational excellence through effective management of 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.
• Partner closely with Housekeeping, Engineering, Security, Reservations, Food & Beverage, and fellow Front Office leaders to ensure seamless communication and resort operations.
• Support onboarding, training, scheduling, and performance development initiatives to enhance team engagement and operational consistency.
• 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