Front Office Supervisor

Ensemble; Menlo Park (CA); On-site; USD 65,000 - 90,000; Full time

Job summary

Ensemble is seeking an energetic Front Office Supervisor to lead our front desk team and ensure exceptional guest experiences. You will oversee daily operations, manage guest relations, and coordinate with departments to deliver seamless hospitality services.

A strong background in hospitality management, multilingual communication, and proficiency with property management systems will empower you to excel in this role. Join us to set a welcoming tone and drive customer satisfaction.

Qualifications

• Experience supervising front desk in hospitality.
• Strong customer service and communication skills.
• Proficiency with property management systems, preferably OPERA.

Responsibilities

• Supervise front desk operations including check-in/check-out and reservations.
• Lead and motivate front desk staff to deliver outstanding service.
• Use OPERA or similar PMS to manage bookings and accounting.
• Address guest concerns promptly with problem-solving approaches.
• Perform night audits to reconcile daily transactions.
• Enforce hotel safety procedures and emergency protocols.
• Communicate clearly by phone and in person to handle multiple requests.
• Coordinate with housekeeping and maintenance to ensure room quality.
• Maintain records of guest interactions, reservations, and incidents.
• Perform other duties as assigned by management.

Skills

Multilingual communication

Leadership

Guest services

Customer service

Tools

OPERA PMS

Job description

Description

Job Summary

We are seeking an energetic and detail-oriented Front Office Supervisor to lead our front desk team and ensure exceptional guest experiences. In this pivotal role, you will oversee daily front office operations, manage guest relations, and coordinate with various departments to deliver seamless hospitality services. Your leadership will set the tone for a welcoming environment, uphold hotel standards, and drive customer satisfaction through proactive service and effective communication. A strong background in hospitality management, multilingual communication skills, and proficiency with property management systems will empower you to excel in this dynamic position.

Duties

• Supervise front desk operations, including check-in/check-out procedures, reservations, and guest inquiries
• Lead and motivate front office staff to deliver outstanding customer service with professionalism and enthusiasm
• Utilize hospitality reservation systems such as OPERA or similar property management software to manage bookings efficiently
• Handle guest concerns promptly, employing customer service problem-solving skills to resolve issues effectively
• Conduct night audits to reconcile daily financial transactions and ensure accuracy in property management systems
• Enforce hotel emergency procedures and safety protocols to maintain a secure environment for guests and staff
• Communicate clearly via phone and in person, demonstrating excellent phone etiquette while managing multiple guest requests simultaneously
• Coordinate with housekeeping, maintenance, and other departments to ensure guest rooms and facilities meet quality standards
• Maintain detailed records of guest interactions, reservations, and incident reports for operational consistency
• Other duties as assigned by management

Experience

• Prior experience in hotel management or front desk supervision within a hospitality environment is essential
• Demonstrated proficiency with property management systems (PMS), particularly OPERA or comparable platforms
• Strong knowledge of hotel emergency procedures and guest services best practices
• Experience working in resort settings or properties with extensive guest interaction is highly desirable
• Excellent customer service skills with a focus on client communication and hospitality excellence
• Ability to handle night audit responsibilities accurately while maintaining attention to detail

Join our team as a Front Office Supervisor and be at the forefront of delivering memorable guest experiences! Your leadership, hospitality expertise, and passion for service will make a lasting impact on our guests’ stay. We are committed to fostering an inclusive environment where your skills shine and your career can grow.