Front Desk Supervisor: Guest Experience Lead

Driftwood Hospitality Management; San Juan (PR); On-site; USD 42,000 - 56,000; Full time

Benefits offered by this job

401(k)

Disability insurance

Employee assistance program

Health insurance

Life insurance

Paid time off

Room Discounts

Employee Food and Beverage Discounts

Job summary

Driftwood Hospitality Management’s Hotel Rumbao in Old San Juan seeks a Front Office Supervisor who leads the frontline team, ensuring warm Puerto Rican hospitality from arrival to departure. You will train and coach staff on PMS and CRM Toolbox, manage shifts including Night Audit, and uphold brand standards while maintaining a positive work environment.

This salaried role requires calm leadership under pressure and a commitment to guest satisfaction and operational excellence.

Qualifications

• Two years front desk and supervisor experience.
• High school diploma preferred.
• Ability to read, write, and communicate effectively in English.
• Ability to input information using a computer system.
• Strong calculator skills and accuracy in arithmetic.
• Polished, composed, and approachable leadership.

Responsibilities

• Oversee registration and check-out procedures and cashiering.
• Manage front desk operations across shifts, including Night Audit.
• Train staff on PMS, arrival/departure procedures and complaints.
• Respond to guest concerns with prompt resolutions.
• Maintain security, policy adherence, and a positive work environment.
• Support service recovery and third-party arrivals.

Skills

Front desk supervision

Guest services

English communication

Education

High school diploma

Tools

PMS system

CRM Toolbox

Job description

Driftwood Hospitality Management’s Hotel Rumbao in Old San Juan seeks a Front Office Supervisor who leads the frontline team, ensuring warm Puerto Rican hospitality from arrival to departure. You will train and coach staff on PMS and CRM Toolbox, manage shifts including Night Audit, and uphold brand standards while maintaining a positive work environment.

This salaried role requires calm leadership under pressure and a commitment to guest satisfaction and operational excellence.