Front Office Supervisor (Full-Time) - TownePlace Suites Elk Grove

WS Management•Elk Grove, CA

12d•Onsite

About The Position

The Front Office Supervisor serves as the primary liaison between our guests and the hotel, embodying our commitment to Outrageous Hospitality. Positioned at the desk during their shift, the Front Desk Lead ensures smooth daily operations, leads by example in service excellence, and empowers fellow agents through positive leadership. While not a supervisor, the Front Desk Lead is the "go-to" expert for guest experiences, handling concerns promptly, supporting team communication, and ensuring the highest standards of hospitality are consistently delivered. This is a non-exempt (hourly) position.

Requirements

1+ yr Front Desk or Guest Services experience in a hotel environment required
Proficiency in hotel systems and applications
Strong problem-solving skills and ability to make sound, guest-focused decisions
Positive, team-oriented attitude with a commitment to delivering exceptional service
Able to address negative guest interactions in a calm & positive manner
Excellent communication skills, both verbal and written
Strong organizational skills with attention to detail

Responsibilities

Act as the first point of contact for guest issues, empowered to make immediate service recovery decisions and ensure a positive outcome.
Deliver exemplary service that sets the tone for the team and forges memorable guest experiences.
Partner with the Sales team to support group arrivals, departures, and overall group experience coordination.
Maintain presence at the front desk to ensure consistent guest engagement.
Ensure all daily checklists are completed and operational standards are upheld.
Utilize Operational Systems to document guest issues, resolutions, and shift updates.
Write at least one comprehensive weekly communication log summarizing needs, successes, and opportunities for improvement.
Ensure effective shift-to-shift pass-on communication, creating continuity for both team and guest service.
Model professional, positive, and guest-focused behavior at all times.
Promote a culture of teamwork, hospitality, and accountability.
Guide fellow Front Desk Agents with weekly roleplaying in resolving guest requests and challenges, encouraging growth and consistency in performance.
Becomes leading expert with all company and departmental policies and procedures and leads all new process rollouts for the department.