Front Office - Front Office Supervisor

TMR Operations, LLC; United States; On-site; USD 31,000 - 44,000; Full time

Job summary

Pacific Hospitality Group, a leader in luxury resort hospitality, seeks a Front Office Supervisor for Meritage Resort & Spa. You will guide Front Desk, PBX and Bell/Valet teams to deliver Forbes-level service and seamless arrivals and departures.

The role emphasizes guest engagement, upsell opportunities, and cross‑department collaboration in a fast‑paced luxury environment. Flexibility for evenings/weekends is required.

Qualifications

• Minimum 2–3 years of front office or guest services experience in a luxury hotel or resort.
• Previous supervisory or leadership experience preferred.
• Experience with hotel PMS systems and POS systems; proficiency in Microsoft Office.

Responsibilities

• Supervise Front Desk Agents, Bell/Valet and PBX teams to ensure daily operations and service excellence.
• Lead by example with a strong lobby presence and mentor team members.
• Manage arrivals/departures, room inventory, billing accuracy, cashiering procedures and audit compliance.
• Identify opportunities to maximize room upsells and guest experiences while preserving guest focus.
• Collaborate with Housekeeping, Engineering, Security, Reservations and F&B to coordinate operations.
• Support onboarding, training, scheduling and performance development.

Skills

Front desk supervision

Guest services

Leadership

Communication

Conflict resolution

Customer service

Organizational skills

Attention to detail

Cash handling

Education

Bachelor's degree in Hospitality Management

Tools

PMS systems

POS systems

Microsoft Office

Job description

Pacific Hospitality Group provides a unique value proposition to investors and team members through our owner/operator approach. We are a family focused company committed to long term holds that enable us to grow our business and our team members. Our vision is to enrich people’s lives by offering memorable experiences, giving back to our communities and honoring God in all that we do. We are focused on long-term value creation and sustainable growth. Our Guiding Principles: Integrity, Compliance, Value Creation, Principled Entrepreneurship, Customer Focus, Knowledge, Change, Humility, Respect, & Fulfillment.

The hourly range for this opportunity is $27.00 an hour.

Position Summary

The Front Office Supervisor supports the Director of Front Office in leading daily front office operations for the Meritage Resort and Spa. This role drives a seamless execution of guest arrival and departure experiences while maintaining Forbes-level hospitality standards. The Front Office Supervisor provides hands‑on leadership for Front Office Agents, PBX, and Bell/Valet teams, ensuring exceptional service delivery, operational efficiency, and elevated guest engagement throughout the resort experience. This position plays a key role in driving upsell and revenue opportunities, resolving guest escalations, maintaining departmental standards, and fostering a collaborative and service‑focused culture. The ideal candidate is a polished hospitality professional who thrives in a fast‑paced luxury environment, leads by example, and is passionate about creating memorable guest experiences.

Key Responsibilities

• Supervise and support Front Desk Agents, Bell, and Valet team members to ensure seamless daily operations, service excellence, and adherence to company standards.
• Lead by example through a strong lobby presence, coaching and mentoring team members while fostering a culture of professionalism, accountability, and exceptional guest service.
• Deliver elevated and personalized guest experiences by anticipating guest needs, handling service recovery and escalations, and ensuring VIP arrivals, special requests, and loyalty recognition standards are executed flawlessly.
• Drive operational excellence through effective management of arrivals, departures, room inventory, billing accuracy, cashiering procedures, and audit compliance.
• Identify opportunities to maximize room upsells, resort experiences, and revenue generation while maintaining a guest‑focused approach.
• Partner closely with Housekeeping, Engineering, Security, Reservations, Food & Beverage, and fellow Front Office leaders to ensure seamless communication and resort operations.
• Support onboarding, training, scheduling, and performance development initiatives to enhance team engagement and operational consistency.
• Maintain compliance with company policies, safety procedures, cash handling standards, PCI requirements, and OSHA guidelines while promoting a safe and professional work environment.

What You Will Bring

Qualifications: Minimum 2–3 years of front office or guest services experience in a luxury hotel or resort environment. Previous supervisory or leadership experience preferred. Strong passion for luxury hospitality and creating elevated guest experiences. Proven ability to lead teams in a fast‑paced, high‑volume environment while maintaining professionalism and composure. Excellent communication, conflict resolution, and interpersonal skills. Ability to handle guest escalations and service recovery situations with confidence and diplomacy. Strong organizational skills with attention to detail and operational accuracy. Experience with hotel PMS systems, POS systems, and Microsoft Office applications. Understanding of front office operations including reservations, cashiering, room inventory management and guest relations. Ability to work flexible schedules including evenings, weekends, holidays and peak occupancy periods.

Great If You Have: Bachelor’s degree in Hospitality Management or related field. Experience in Forbes Four‑Star or luxury resort operations. Knowledge of Napa Valley hospitality, wineries, dining, and local attractions. Bilingual communication skills. Experience driving upsell initiatives and guest engagement programs.

We provide equal employment opportunities to all employees and applicants for employment and prohibit discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity, or expression, or any other characteristic protected by federal, state, or local laws. This policy applies to all terms and conditions of employment including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

At Pacific Hospitality Group, we believe in empowering team members as entrepreneurial thinkers who create value through integrity, vision, humility, and personal accountability. Guided by the principles of Principled Entrepreneurship, we foster an environment where individuals are encouraged to challenge the status quo, act with purpose, and take ownership of their impact. We support our team in discovering their unique gifts, continuously growing their capabilities, and contributing meaningfully—not just to our business, but to the lives of our guests, communities, and one another.

If you're ready to grow with a team that values fulfillment and humility, start your journey with us—discover the opportunities waiting for you at Pacific Hospitality Group.