Evening Front Desk Supervisor - Luxury Hotel

MacArthur Place; Sonoma (CA); On-site; USD 42,000 - 64,000; Full time

Job summary

MacArthur Place in Sonoma, CA seeks a Front Desk Supervisor to lead the evening shift, guiding front desk associates and ensuring seamless arrivals and departures while upholding Forbes-level guest service in a luxury setting.

Working closely with the Front Office Manager, you will monitor VIP requests, assist with room assignments, billing questions, and keep front desk operations running smoothly. This hands-on role requires strong leadership and hospitality expertise.

Qualifications

• Previous hotel front desk or guest service experience required.
• Previous lead or supervisory experience preferred.
• Knowledge of front office operations and hospitality standards.
• Strong communication, organization, and problem-solving skills.
• Ability to work evenings, weekends, holidays, and varying schedules.
• Ability to obtain or maintain required certifications, including Food Safety and RBS, if applicable.

Responsibilities

• Provide shift-level guidance and operational support to front desk associates during assigned shifts.
• Assist guest arrivals, departures, reservations, billing questions, and account concerns.
• Monitor arrivals, departures, VIP guests, special requests, occupancy information, and room status updates.
• Review shift notes and communicate operational priorities, service expectations, and important guest information.
• Follow established front desk procedures, hotel standards, and brand guidelines.
• Deliver Forbes-level guest service and assist with guest requests, concerns, and service recovery opportunities.
• Maintain a professional and welcoming presence in the lobby and front desk area.
• Escalate complex guest concerns or operational issues to management.
• Support front desk associates with procedures, service standards, and daily operational needs.
• Assist new associates with training support and understanding front desk processes.
• Answer routine operational questions and provide assistance during busy periods.
• Communicate observations and operational concerns to the Front Office Manager.
• Promote teamwork, communication, and a positive work environment.
• Assist with break coverage and shift organization as needed.
• Provide support to other guest service areas as needed to create a seamless guest experience.
• Follow established cash handling and front desk accounting procedures.
• Assist with cashier balancing, shift audits, and required documentation.
• Review guest folios and assist with billing discrepancies.
• Process approved payments, adjustments, refunds, and deposits according to hotel procedures.
• Maintain confidentiality of guest information and hotel records.
• Complete required shift reports and maintain accurate guest and operational records.
• Follow established rate, upgrade, and inventory procedures while assisting guests with room options.
• Assist the Front Office Manager with daily operational needs, training support, and implementation of established procedures.
• Complete pre- and post-shift duties as assigned.
• Communicate with Housekeeping, Engineering, Security, and other departments regarding guest needs and operational updates.
• Provide accurate shift notes and elevate safety concerns, incidents, or service issues appropriately.
• Monitor lobby presentation, front office equipment, supplies, and operational readiness.
• Support lost-and-found procedures and maintain a safe environment for guests and employees.
• Follow all hotel policies, procedures, safety requirements, reporting standards, and service expectations.
• Utilize Property Management Systems (Maestro, Opera, or similar), reservation platforms, and POS systems.
• Maintain accurate guest profiles, reservations, and operational records.
• Utilize Microsoft Office applications (Outlook, Word, Excel, Teams) for assigned reporting and communication.
• Use front office systems and reports to support daily operations.
• Report system issues and coordinate support requests as needed.
• Adapt to new technologies that enhance operational efficiency and guest service.

Skills

Front desk supervision

Guest service

Communication

Team leadership

Problem solving

Organization

Professionalism

Adaptability

Flexibility

Tools

Maestro

Opera

Job description

MacArthur Place in Sonoma, CA seeks a Front Desk Supervisor to lead the evening shift, guiding front desk associates and ensuring seamless arrivals and departures while upholding Forbes-level guest service in a luxury setting.

Working closely with the Front Office Manager, you will monitor VIP requests, assist with room assignments, billing questions, and keep front desk operations running smoothly. This hands-on role requires strong leadership and hospitality expertise.