Evening Front Office Supervisor - Guest Experience & Ops

Crescent Hotels & Resorts; Berkeley (CA); On-site; USD 65,000 - 70,000; Full time

Job summary

Crescent Hotels & Resorts in Berkeley, CA is seeking a Front Desk Supervisor to oversee the PM shift and coach Front Desk Agents for exceptional guest experiences.

Use your leadership and problem-solving skills to ensure accurate check-in/out, optimal occupancy, and proper cash handling while maintaining brand standards. Evening/weekend availability is required to support operations and guest satisfaction.

Qualifications

• Minimum 2–3 years in front office or hotel operations.
• Supervisory or leadership experience preferred.
• Strong knowledge of hotel systems (PEP/OnQ or similar PMS).
• Excellent problem-solving, communication, and leadership skills.
• Ability to work evenings, weekends, and holidays.
• Strong organizational and multitasking abilities.

Responsibilities

• Oversee all front desk operations during PM shift, ensuring smooth and efficient service delivery.
• Lead, coach, and support Front Desk Agents to deliver exceptional guest experiences.
• Ensure accurate check-in/check-out procedures, including proper payment authorization and incidental holds.
• Monitor room inventory, availability, and daily arrivals/departures to optimize occupancy and guest flow.
• Handle guest complaints and service recovery promptly, professionally, and effectively.
• Ensure compliance with all SOPs, brand standards, and cash handling procedures.
• Review and approve room moves, upgrades, rate changes, and guest billing adjustments.
• Collaborate with Housekeeping and Engineering to ensure room readiness and guest satisfaction.
• Conduct daily shift briefings and communicate key operational updates.
• Support upselling initiatives and revenue opportunities.
• Ensure proper documentation of incidents, guest concerns, and shift activities in daily logs.
• Oversee safety and security protocols during the evening shift.
• Ensure a smooth handoff to Night Audit, including communication of all pending issues.

Skills

Front Office Experience

Leadership

Problem-solving

Communication

Organizational Skills

Tools

PEP

OnQ

PMS

Job description

Crescent Hotels & Resorts in Berkeley, CA is seeking a Front Desk Supervisor to oversee the PM shift and coach Front Desk Agents for exceptional guest experiences.

Use your leadership and problem-solving skills to ensure accurate check-in/out, optimal occupancy, and proper cash handling while maintaining brand standards. Evening/weekend availability is required to support operations and guest satisfaction.