Front Office Supervisor

RPMGlobal; Aliso Viejo, Northern (CA, KY); Hybrid; USD 40,000 - 65,000; Full time

Job summary

Leisure Sports seeks a Front Office Supervisor to lead the Front Desk Team and ensure superior guest service. The role involves shift supervision, training, and enforcing hotel policies across front office operations.

The incumbent will coordinate with other departments, manage daily schedules, and act as a troubleshooter for Micros, Guestware, and PMS systems while upholding service standards and core values.

Qualifications

• Experience in front desk supervision or hotel guest services preferred.
• Strong customer service orientation with ability to lead a team.
• Excellent communication and interpersonal skills.
• Proven ability to hire, train, and coach staff.
• Excellent organizational skills with attention to detail.
• Positive, dynamic, and outgoing personality.

Responsibilities

• Assist in hiring, supervision, training, and development of Front Desk Agents, DTS-Operators and DTS-Delivery Attendants.
• Be fully capable in all duties, responsibilities and expectations of the Front Office position.
• Assist in ensuring Front Office policies and employment practices are followed.
• Ensure responsiveness of staff to all guest questions and concerns.
• Ensure Front Office policies and procedures are consistently enforced.
• Assist in providing tools for Front Office staff to perform efficiently.
• Assist in handling special groups and VIPs and updating group information daily.
• Prepare and post weekly schedules aligned with guest needs and budget.
• Supervise workload during shifts and complete checklists as required.
• Ensure customer service standards and value quick checks are understood by staff.
• Understand roles of other hotel/dept. to coordinate effectively.
• Assist in resolving guest issues and directing them to the right departments.
• Work with Micros, Guestware, and PMS systems; support MARSHAs basics; collaborate with Sales & Marketing.
• Conduct daily stand-up meetings for the department.
• Participate in other duties as assigned by Front Office Manager.

Skills

Initiative

Leadership

Customer service

Communication

Hiring & Training

Organization

Dynamic personality

Job description

Leisure Sports Service Department

Job Description

FRONT OFFICE SUPERVISOR

MISSION

To work Front Office (Front Desk, DTS-Operator, DTS-Delivery) shifts and assist in supervising all associates and operations within the Front Office in a professional, service-oriented manner to ensure delivery of thefollowing: 1) Guests form great first and last impressions of the hotel; 2) Hotel access is controlled and room usage is tracked; 3) Guests are called by name at every opportunity, coming and going; 4) Banquet and catering customers are warmly welcomed, and smoothly directed to the appropriate meeting room or department; 5) All company policies relating to the Front Desk are consistently applied; 6) Incoming telephone calls are answered promptly and professionally; 7) All check-in, check-out, and other POS transactions are processed 100% accurately; and 8) Guests view the Front Desk staff as resources for hotel information.

REPORTSTO

Front Office Manager

SUPERVISES

Front Desk Agents, DTS-Operators, DTS-Delivery Attendants

PRIMARY FUNCTIONS

• Assist in the hiring, supervision, training, and development of Front Desk Agents, DTS-Operators and DTS-Delivery Attendants
• Be fully capable in all duties, responsibilities and expectations of the Front Officeposition
• Assist in ensuring LSIHuman Resources policies and employment practices are followed in the Front Office Department
• Ensure responsiveness of staff to all guest questions and concerns
• Ensure that all Front Office policies and procedures are consistently enforced and followed by all staff
• Assist in providing the necessary tools for Front Office associates to perform their jobs in the most efficient and hospitable manner
• Assist in determining the requirements for, and follow up with, special groups and VIPs
• Assist in preparing and posting weekly schedules that are compatible with guest needs and budget guidelines
• Supervise the workload during your shift; complete checklists as required
• Ensure LSICustomer Service and Facility Walkthrough and Core Value Quick Check standards are understood and followed by all staff
• Have a clear understanding of the roles and responsibilities of all other departments in the hotel and club
• Assist in handling and resolving all guest issues
• Assist in updating group information daily, maintain future group file, monitor and prepare group requirements; distribute this information as needed
• Serve as role model and set an example for service excellence within theFront Office
• Have a thorough understanding of Micros, Guestwareand PMSsystems, and be able to act as a troubleshooter; understand the basics of the MARSHAsystem; work closely with theSales &Marketing Departments
• Conduct daily R WayStand-Up meetings for department
• Other responsibilities or projects as assigned by the Front Office Manager

DRIVERS OF SUCCESS

• Initiative and Leadership
• Customer Service skills and the ability to focus staff on customer service
• Communication Skills
• Hiring, Training and Coaching Skills
• Organization Skills; Attention to Detail
• Dynamic and Outgoing Personality

PERFORMANCE MEASUREMENT

• Guest Retention and Satisfaction; Guest Survey scores
• Customer Service and Facility Walkthrough Scores
• Core Value Quick Check Scores
• Front Office Departmental P&L
• Quarterly Audit scores
• Staff Retention and Satisfaction

ESSENTIAL PHYSICAL REQUIREMENTS

• Able to write, speak clearly, read, hear and see
• Standing for prolonged periods
• Walking, bending, kneeling
• Lifting and carrying (up to 30 lbs.)
• Typing and computer operation
• Occasional telephone work/use