Front Office Supervisor

Alila Hotels; California; Sur place; USD 28 000 - 40 000; Plein temps

Avantages offerts par ce poste

Free room nights

Discounted and Friends & Family Room</

Medical, Prescription, Dental and Vis

Résumé du poste

Alila Ventana Big Sur is seeking a Front Office Supervisor to lead the Front Office and Guest Services teams, ensuring gracious, efficient, and highly personalized service.

This role requires 2+ years in front office or hotel operations, supervisory experience, and a passion for luxury hospitality; you will coordinate VIP arrangements, maintain PMS records, and uphold Alila standards across shifts.

Qualifications

• Two or more years in Front Office or hotel operations; luxury resort experience preferred.
• Supervisory or lead experience in hospitality.
• Experience with high-touch luxury properties (Forbes/Michelin/AAA) is a plus.
• Excellent communication and organizational skills; detail-oriented.
• Ability to work flexible shifts and stand for long periods.

Responsabilités

• Lead Front Office and Guest Services operations during assigned shifts.
• Welcome, register, and bid farewell to guests in a warm, personalized manner.
• Supervise and coach Front Office colleagues; set expectations for service and operational excellence.
• Conduct shift briefings; assign responsibilities; ensure inter-department communication.
• Coordinate VIP and special occasion arrangements; review arrivals and room assignments.
• Maintain knowledge of resort amenities and local experiences.
• Support room revenue goals with upgrades and personalized recommendations.
• Maintain records in the property-management system.
• Provide leadership coverage as manager-on-duty.
• Assist with training and onboarding of new colleagues.
• Uphold luxury hospitality standards; handle guest questions with empathy.

Connaissances

Front Office

Guest Services

Hotel Operations

Supervisory/lead

English communication

Outils

Property Management System

Description du poste

Summary

At Hyatt, we believe in the power of belonging- of making people feel at home no matter where they are in the world. We turn trips into journeys, encounters into experiences, and jobs into careers. Join a team that is making travel more human. Connected. Sustainable. Here, everyone's role matters. Opportunities are yours to shape. Your individuality is celebrated. At the heart of Hyatt is our shared belief that hospitality is more than just a job - it's a career for people who care.

Organization- Alila Ventana Big Sur

Summary

At Hyatt, we believe in the power of belonging- of making people feel at home no matter where they are in the world. We turn trips into journeys, encounters into experiences, and jobs into careers. Join a team that is making travel more human. Connected. Sustainable. Here, everyone's role matters. Opportunities are yours to shape. Your individuality is celebrated. At the heart of Hyatt is our shared belief that hospitality is more than just a job - it's a career for people who care.

Set among the redwoods and rugged landscapes of Big Sur, Alila Ventana Big Sur offers guests a secluded retreat defined by privacy, connection to nature, and intuitive hospitality. The resort has recently been recognized with a Michelin Guide Two Key distinction, a Forbes Four-Star rating, inclusion in Travel + Leisure’s T+L 500, and Food & Wine’s Global Tastemakers Award for Best Culinary Hotels.

We are seeking a Front Office Supervisor who is passionate about luxury hospitality and understands that exceptional service is found in the details—from a warm, personalized welcome to a thoughtful farewell.

Position Overview

The Front Office Supervisor is responsible for supporting the daily operation of the Front Office and Guest Services teams while ensuring every guest receives gracious, efficient, and highly personalized service.

This position serves as a visible leader on property, guiding colleagues through arrivals, departures, guest requests, service recovery, and daily operational priorities. The Front Office Supervisor anticipates guest needs, protects the privacy and security of guests, and ensures the Alila experience is consistently delivered with authenticity, discretion, and attention to detail.

Key Responsibilities

• Lead Front Office and Guest Services operations during assigned shifts.
• Welcome, register, and bid farewell to guests in a warm, polished, and personalized manner.
• Supervise and coach Front Office colleagues, setting clear expectations for service, professionalism, and operational excellence.
• Conduct shift briefings, assign daily responsibilities, and ensure effective communication between departments.
• Coordinate VIP, repeat guest, honeymoon, anniversary, and special occasion arrangements.
• Review arrivals, departures, room assignments, preferences, amenities, and special requests to ensure a seamless guest journey.
• Partner closely with Housekeeping, Reservations, Food and Beverage, Spa, Engineering, and other departments to coordinate guest needs and maintain operational flow.
• Respond to guest questions and concerns with empathy, urgency, and appropriate service recovery.
• Follow up on guest issues and ensure concerns are resolved to the guest’s satisfaction.
• Maintain a strong knowledge of the resort, its amenities, dining experiences, wellness offerings, activities, and the surrounding Big Sur area.
• Provide thoughtful recommendations and assist guests in creating meaningful, destination-specific experiences.
• Monitor guest requests, traces, handoffs, and follow-up responsibilities to ensure nothing is overlooked.
• Process registrations, departures, room changes, upgrades, payments, folios, and other Front Office transactions accurately.
• Support room revenue goals through appropriate upgrades, package knowledge, and personalized recommendations.
• Maintain accurate records in the property-management system and other hotel technology platforms.
• Protect guest confidentiality and follow all cash-handling, privacy, safety, and security procedures.
• Inspect the arrival experience, lobby, Front Office areas, and other guest-facing spaces for presentation and readiness.
• Serve as a manager-on-duty or provide additional leadership coverage when assigned.
• Support the training and onboarding of new colleagues.
• Uphold Alila, Hyatt, and luxury hospitality standards in every guest and colleague interaction.
• Perform other duties and special projects as assigned.

This is an hourly position with a compensation of $25 per hour plus service charge.

We Offer Excellent Benefits

• Free room nights, Discounted and Friends & Family Room Rates
• Medical, Prescription, Dental and Vision Insurance
• 401K with company match
• Paid Vacation, sick days, new child leave, and personal day
• Paid Family Bonding Time and Adoption Assistance
• Tuition Reimbursement
• Free colleague meals during shift
• Employee Stock Purchase Plan
• Discounts at various retailers- Apple, AT&T, Verizon, Headspace and many more

View our Virtual Reality Experience to spend a ‘day in the life’ of a hospitality professional at a full-service hotel.

Qualifications

• Two or more years of Front Office, Guest Services, or hotel operations experience; luxury resort experience preferred.
• Previous supervisory or lead experience in a hotel or hospitality environment preferred.
• Experience working in a high-touch luxury, boutique, lifestyle, or Forbes-, Michelin-, or AAA-recognized property is an asset.
• Strong understanding of front desk procedures, guest relations, room assignments, reservations, cash handling, and service recovery.
• Ability to remain calm, gracious, and solution-oriented in a fast-paced environment.
• Excellent communication, interpersonal, and organizational skills.
• Strong attention to detail and the ability to manage multiple priorities.
• A genuine passion for creating thoughtful, personalized guest experiences.
• Professional appearance and polished presentation.
• Proficiency with hotel property-management systems and general computer applications.
• Ability to work flexible shifts, including mornings, evenings, weekends, and holidays.
• Ability to stand and walk for extended periods and lift or move items as required to support hotel operations.
• Clear, concise written and verbal communication skills in English. Additional language skills are a plus.

All qualified candidates will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.