Hotel Front Office Supervisor

Harbor View Hotel•Edgartown, MA

About The Position

The Front Office Supervisor ensures an exceptional, personalized guest experience by overseeing all front desk operations with the highest standards of service and professionalism. This role supervises and mentors front office staff, manages seamless check-in and check-out processes, and anticipates guest needs to deliver exceptional service. The supervisor handles VIP arrivals, resolves guest concerns with discretion and efficiency, and collaborates closely with concierge, housekeeping, and other departments to maintain a flawless guest experience. A strong focus is placed on attention to detail, luxury standards, and creating memorable, high-end hospitality experiences.

Requirements

Must have exceptional guest service skills with a willingness to exceed expectations
Two (2)+ years of experience working at a luxury hotel front desk
Flexible, self-motivated positive attitude
Valid US Driver's License required
Strong leadership skills and the ability to lead a small team.
Strong problem-solving skills, ability to handle difficult situations and guests.
Ability to remain calm during challenging situations.
Strong communication and interpersonal skills.

Responsibilities

Responsible for the planning and accountability of departmental training with the support of the Front Office Manager.
Regularly determine areas of opportunities in the department and with the support of Front Office Manager come up with a S.M.A.R.T action plan to overcome challenges.
Review daily arrivals to ensure proper handling of VIP's, Return Guests, groups, etc. and communicate information with team.
Assist the Front Office with Check Ins and Outs, deliveries, tasks and special requests.
Ensure maximization of revenues and control expenses through effective scheduling with the guidance of the Front Office Manager.
Provide the highest level of guest recognition while also handling complaints, concerns or special requests for guests.
Greets all guests and delivers luggage to room upon check-in, provides overview of property, room orientation based off first time or return guest, picks up luggage from room upon departure, moving the luggage to storage of the front drive.
Maintains proper records of all actions.
Drives golf cart to both pickup and drop off guests throughout main district of Edgartown. Following speed limits and using caution to yield to pedestrians.
Assist in inventory of Front Office Supplies, Long Term Storage and Guest Items.
Maintain complete knowledge of and comply with all departmental policies/service procedures/standards.
Maintain complete knowledge of correct maintenance and use of equipment. Use equipment only as intended.
Anticipate guests' needs, respond promptly, and acknowledge all guests, however busy and whatever time of day.
Monitor and maintain cleanliness, sanitation, and organization of assigned work areas, i.e., pool towels, bathrooms, walkways, and any trash around the pool area.
Maintain complete knowledge at all times of hotel features/services, hours of operation and recreation pricing.
Socialize and interact with guests whenever possible, ensuring highest level of service is consistently met with team.
Other relative tasks assigned by Management.