Front Office Supervisor

Bunkhouse; Houston (TX); On-site; USD 45,000 - 65,000; Full time

Benefits offered by this job

Medical benefits

401K with company match

Complimentary & Discounted Nights

Free parking

Paid Time Off

Headspace wellbeing

Job summary

Hotel Saint Augustine, part of the Bunkhouse Hotels family, seeks a Front Office Supervisor to lead the front desk team and ensure flawless guest experiences in our Houston property.

You will manage reservations, concierge services, and front desk coverage while upholding Bunkhouse policies and guest-first culture. Bring strong communication, conflict-resolution, and leadership to a dynamic hospitality team.

Qualifications

• Experience in hospitality or service industry is required.
• Strong communication and guest relation skills are essential.
• Ability to resolve conflicts and maintain calm under pressure.

Responsibilities

• Oversee front desk operations and ensure accurate reservations.
• Provide concierge services and assist guests with requests.
• Manage check-in/check-out procedures and billing instructions.
• Adhere to cash handling procedures and SOPs of PMS.
• Train and supervise front desk staff.
• Schedule staff hours and allocate duties as needed.
• Maintain knowledge of hotel services and amenities.
• Respond to guest complaints professionally and promptly.

Skills

Front Desk Operations

Reservations Management

Conflict Resolution

Communication Skills

Team Training

Guest Service

Scheduling

Cash Handling

Education

High School diploma or GED

College Degree preferred

Tools

Property Management System

Job description

Organization- Hotel Saint Augustine, Bunkhouse Hotels

The Opportunity:

Hotel Saint Augustine seeks an enthusiastic Front Office Supervisor to join the team! You will be part of a team that is passionate about celebrating creativity and delivering exceptional guest experiences.

Who We Are:

Hotel Saint Augustine is a 71-room property located in the heart of the Montrose neighborhood. The hotel is spread across five small buildings with an all-day restaurant, lobby bar, and intimate event space. Hotel Saint Augustine takes inspiration from the spirit of Houston itself, a duality of old world and new, a rich diversity and a forward-thinking sensibility. Hotel Saint Augustine is proud to be part of the Bunkhouse/Hyatt family.

We’re Proud to Offer Exceptional Benefits, which Include:

• Medical, Dental, Vision, 401K with company match
• Complimentary & Discounted Nights, Friends & Family Room Rates
• Free parking
• Generous Paid Time Off
• Work-life benefits including wellbeing initiatives such as a complimentary Headspace
• Discounts at various retailers -Apple, AT&T, Verizon, Headspace and many more!

The Role:

This position is responsible for providing superior service in all guest interactions. Specifically, a Front Desk Supervisor will exceed expectations in front desk operations including reservations management, concierge services and Front Desk coverage. The person in this position must have good communication skills, the ability to resolve conflict and a thorough understanding of Bunkhouse policies. All Bunkhouse employees are expected to greet all guests in close proximity and make each feel important by providing a genuine welcome. Furthermore, they must develop and maintain the company’s culture, values and reputation in the public eye.

Responsibilities:

• Ensure the accuracy of hotel guest reservations (i.e. rates, dates of stay, room types, VIP amenities, billing instructions, etc.)
• Provide indulgent service to all guests with flawless check-in and check-out procedures, concierge services, etc.
• Adhere to all cash handling procedures during cash transactions
• Follow SOPs of Property Management System
• Promote and encourage guest name recognition
• Maintain knowledge of all property services and amenities
• Ensure all calls are answered in a courteous, professional and efficient manner
• Adhere to all standards of operations, policies and procedures, manuals, training material, memos and verbal instruction
• Ensure all employees adhere to dress code policies for their scheduled shift
• Resolve customer complaints
• Assist in training and supervising Front desk staff
• Assist in scheduling staff hours and assign duties and responsibilities as needed
• Follow inventory standards and procedures to consistently conduct an accurate inventory
• Assist in the timely completion of special projects
• Assist other staff members with vacation travel plans, reservation bookings and additional accommodations
• Ensure open lines of communication with staff, all departments and upper management at all times via email, logbooks, meetings, etc., to ensure all needs of the hotel are met
• Maintain a high level of cleanliness and safety in the work area
• Ensure that all equipment is maintained in good, safe working condition
• Maintain an increased awareness of safety issues throughout the property
• Keep abreast of safety and emergency procedures and OSHA requirements
• Attend relevant meetings

Based upon fluctuating demands of the operation and to exceed customer expectations, it may be necessary to perform a multitude of different functions not specifically related to this position. This person may be expected to perform other tasks and duties as needed or as directed. Furthermore, employee responsibilities and job descriptions are subject to review and revision.

Qualifications:

• High School diploma or general education degree (GED). College Degree preferred
• Two (2) years related experience in hospitality or service industry
• Ability to speak, read, write and understand the primary language(s) of the workplace
• Ability to read and interpret documents such as safety rules, operating and maintenance instructions and procedure manuals
• Ability to write routine reports and correspondence
• Ability to speak effectively before groups of co-workers and sister property staff
• Ability to create documents in Excel and Word
• Ability to understand computer programs (i.e. Property Management System)
• Ability to apply concepts of math including addition, subtraction, multiplication, division and algebra, using whole numbers, common fractions, and decimals

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.