Front Office Supervisor

radiatehospitality; Palo Alto (CA); On-site; USD 75,000 - 105,000; Full time

Job summary

Radiate Hospitality, based in Palo Alto, seeks a Front Office Supervisor to lead our guest experience efforts and support a high-performing Front Desk team. You will guide check-in/check-out processes, coach staff, and ensure service standards are consistently delivered to every guest.

The ideal candidate brings hands-on front desk experience, strong leadership and a passion for hospitality. You’ll partner with hotel leadership to optimize service, resolve issues, and elevate the overall guest

Qualifications

• Experience in front desk operations and guest services.
• Supervisory or team-lead experience is preferred.
• Strong customer service and communication skills are essential.

Responsibilities

• Lead by example to deliver prompt, professional hospitality and set the standard for guest experience.
• Oversee check-in/check-out, ensure accurate guest information and payments.
• Coach and develop Front Desk staff; provide ongoing guidance and support.
• Assist with staffing and payroll to meet productivity and budget targets.
• Resolve guest questions and complaints promptly with sound judgment.
• Maintain knowledge of local information to assist guests confidently.

Skills

Front desk experience

Guest services

Leadership

Job description

Front Office Supervisor | Guest Experience Leader

Lead the Welcome. Support the Team. Elevate Every Guest Experience.

We believe exceptional hospitality starts with strong leadership, genuine connections, and a Front Office team empowered to deliver memorable service.

We are seeking an energetic, service-focused, and experienced Front Office Supervisor to help lead our first-class Front Office Team. This is an exciting opportunity for a hospitality professional who enjoys supporting and developing others while staying actively engaged in the guest experience.

As Front Office Supervisor, you'll assist with the day-to-day activities of the Front Desk, support and coach team members, oversee guest arrivals and departures, and help ensure our service and operational standards are consistently delivered.

What You'll Do

As a Front Office leader, you'll help set the standard for exceptional service, teamwork, efficiency, and professionalism while supporting both our guests and Front Desk team.

Guest Experience & Service Leadership

• Lead by example and create a welcoming environment where guests receive prompt, professional, and genuine hospitality.
• Oversee and participate in the courteous and efficient check-in and check-out of guests, ensuring they are properly accommodated.
• Ensure complete and accurate information is documented in guest records and that guest payment methods are properly verified.
• Demonstrate and reinforce established service procedures when greeting guests, assisting with arrivals and departures, responding to transportation requests, and directing traffic flow in front of the hotel when needed.
• Help ensure Front Desk service standards are consistently delivered throughout each shift.

Front Desk Operations

• Maintain a thorough understanding of all duties performed by Front Desk Agents, including Front Desk computer systems, cashier procedures, and reservation systems.
• Maintain knowledge of room rates, accommodation types, hotel services, facilities, and operational procedures.
• Post guest charges and payments accurately to guest, master, and house accounts and ensure all transactions are correct.
• Monitor Front Desk activities throughout the shift and help ensure accurate, efficient, and consistent operations.
• Support the Front Office Manager with daily Front Desk activities and communicate operational needs, challenges, and opportunities.

Team Leadership & Development

• Monitor service, productivity, and teamwork on a regular basis and provide coaching and one-on-one training when needed.
• Train and support new Front Desk associates to ensure they understand hotel procedures, systems, service expectations, and guest experience standards.
• Provide ongoing guidance, coaching, and support to help team members succeed.
• Promote a positive, professional, accountable, and collaborative working environment.
• Serve as a resource for Front Desk associates throughout the shift and help resolve operational challenges as they arise.

Staffing & Productivity

• Assist with staffing and payroll management to support established productivity and budgetary standards.
• Monitor associate productivity and adjust staffing based on business demands and operational needs.
• Help coordinate shift coverage to maintain appropriate Front Desk staffing and guest service levels.
• Ensure scheduled employees receive required meal and rest periods in accordance with company policies and applicable requirements.

Guest Relations & Problem Solving

• Respond to guest questions, concerns, and complaints promptly, professionally, and with genuine care.
• Use sound judgment and creative problem-solving to resolve guest concerns while keeping the Front Office Manager informed as appropriate.
• Escalate guest situations to the Front Office Manager when additional assistance or management involvement is needed.
• Work closely with other hotel departments to help ensure guest requests and concerns are addressed efficiently and thoroughly.

Hotel & Local Knowledge

• Maintain strong knowledge of local restaurants, attractions, events, transportation options, and other area information to confidently assist guests.
• Be familiar with the physical layout of the hotel, including guest rooms and their locations, facilities, amenities, and services.
• Stay informed about daily hotel activities, meetings, functions, and onsite events.
• Serve as a knowledgeable resource for guests and confidently communicate the hotel's accommodations, amenities, and services to current and prospective guests.

What Makes You a Great Fit

We're looking for a hospitality professional who combines strong leadership with genuine hospitality and knows how to support a team while creating exceptional guest experiences.

Preferred Qualifications

• Previous front desk, reservations, guest services, and/or hospitality experience preferred.
• At least one year of supervisory or leadership experience preferred.
• Strong customer service and interpersonal skills with a professional and approachable leadership style.
• Ability to coach, train, motivate, and support Front Desk team members.
• Strong communication, organizational, and problem-solving skills.
• Strong attention to detail and accuracy when handling guest information, accounts, payments, and Front Desk transactions.
• Ability to learn and confidently use hotel property management, reservations, Front Desk, and cashier systems.
• Ability to prioritize responsibilities, make sound decisions, and remain calm and professional in a fast-paced hotel environment.
• Ability to work effectively both independently and collaboratively as part of the hotel leadership team.
• Flexible availability based on hotel business needs, including mornings, evenings, weekends, and holidays.

Why You'll Love This Opportunity

• Take the next step in your hospitality leadership career.
• Lead and support a talented, guest-focused Front Desk team.
• Make a direct and meaningful impact on the guest experience.
• Develop your leadership, coaching, operational, and problem-solving skills.
• Work in a dynamic hotel environment where every day brings new opportunities to connect with guests and support your team.
• Collaborate with hotel leaders and departments to deliver seamless hospitality experiences.
• Enjoy opportunities for professional growth and career development.