Supervisor Front Office

Hotel Californian•Santa Barbara, CA

About The Position

Hotel Californian is a premier luxury destination where elevated service, authentic hospitality, and attention to detail define the guest experience. The Front Desk Supervisor is a key leader responsible for overseeing daily front desk operations, ensuring seamless guest arrivals and departures, and delivering a highly personalized service experience reflective of a Forbes-level standard. This role serves as both an operational leader and cultural ambassador—guiding the front desk team, resolving guest concerns with sophistication, and ensuring the property’s brand standards are executed flawlessly at every touchpoint.

Requirements

2+ years of front desk or guest services experience in hospitality, preferably in a luxury or boutique hotel environment
Prior supervisory or leadership experience preferred
Strong problem-solving skills with the ability to remain composed under pressure
Excellent communication an interpersonal skill
Proficiency in property management systems (Opera or similar preferred)
Strong attention to detail and organizational skills
Ability to stand for extended periods
Ability to lift up to 25 pounds occasionally
Ability to work evenings, weekends, and holidays as required
Flexible schedule including evenings, weekends, and holidays
Supervisory shifts may include opening, mid, or closing rotations

Responsibilities

Lead and model exceptional guest service, ensuring every interaction reflects warmth, professionalism, and anticipatory service
Personally oversee VIP arrivals, special requests, and guest recovery situations with discretion and urgency
Resolve guest concerns and service challenges in real time, ensuring positive outcomes and guest satisfaction
Maintain an elevated lobby presence, engaging with guests and setting the tone for the arrival experience
Supervise daily front desk operations, including check-in/check-out, room assignments, billing accuracy, and guest communications
Ensure adherence to brand standards, service protocols, and operational procedures
Monitor room inventory, availability, and coordination with Housekeeping and Revenue teams
Oversee cash handling, audit procedures, and shift balancing
Supervise, coach, and support Front Desk Agents to deliver consistent luxury service
Provide real-time feedback, training, and performance guidance aligned with FHG standards
Assist in scheduling, shift coverage, and staffing needs to meet operational demands
Foster a collaborative, inclusive, and high-performance team environment
Serve as Manager on Duty (MOD) as assigned, acting as the primary escalation point for operational issues
Communicate effectively with Housekeeping, Engineering, Security, and F&B to ensure seamless guest experiences
Maintain detailed shift logs and ensure smooth handoffs between shifts
Support special events, group arrivals, and high-volume periods with precision and organization
Ensure compliance with company policies, safety protocols, and California labor standards
Maintain confidentiality of guest and company information
Uphold all cash handling, PCI compliance, and data security procedures