Front Office Supervisor

SAN JUAN HOTEL RUMBAO; San Juan (PR); On-site; USD 42,000 - 64,000; Full time

Benefits offered by this job

401(k)

Health insurance

Life insurance

Disability insurance

Paid time off

Room discounts

Employee dining discounts

Job summary

Driftwood Hospitality Management’s Hotel Rumbao in Old San Juan invites a Front Office Supervisor to lead the front desk team across shifts, shaping every guest’s first and last impression. You will train staff on the PMS, handle reservations, and ensure service standards align with the Tribute Portfolio brand.

This salaried role requires a calm, proactive leader who can coach agents, manage the house bank, resolve guest issues, and maintain a warm Puerto Rican hospitality experience during busy

Qualifications

• Minimum high school diploma or equivalent.
• Two years front desk and supervisory experience.
• Strong English communication and customer service skills.

Responsibilities

• Lead front desk team across shifts, ensuring guest satisfaction.
• Oversee registration, check-out, cashiering, and house bank accuracy.
• Train agents on PMS, arrival/departure procedures, and chats.
• Monitor attendance and reinforce policies to foster a positive environment.
• Act as MOD in absence of Front Office Manager and handle escalations.
• Respond to guest concerns with calm, professional problem-solving.

Skills

Front desk supervision

Guest service excellence

Team leadership

Communication skills

English proficiency

Education

High school diploma

Tools

PMS

CRM Toolbox

Job description

Driftwood Hospitality Management’s company culture empowers our associates to take initiative, be proactive, and contribute to the success of their property with well-defined strategies and objectives. Driftwood Hospitality Management is renowned for our fully integrated approach to hospitality services — all with outstanding client service. Our team is made up of the best talent in the hospitality industry, down to every employee, position, and hotel.JOB SUMMARYThe Front Office Supervisor at Hotel Rumbao leads the team that shapes every guest’s first and last impression of our property. Our hotel sits on the waterfront in the heart of Old San Juan’s Historic District. This hands-on leader directs the front desk team on every shift and coaches agents toward excellence. They make sure each arrival, stay, and departure reflects the warmth of Puerto Rican hospitality and the standards of the Tribute Portfolio brand.The Supervisor oversees daily front desk operations, including:registration and check-outcashiering and house bank accountabilitygroup and third-party arrivalstelephone and guest communicationsservice recoveryThey train and develop agents on the PMS, arrival and departure procedures, GXP and Chat responses, and complaint resolution. They also monitor attendance, reinforce policy, and support a positive, engaged work environment. In the Front Office Manager’s absence, the Supervisor serves as Manager on Duty and must be able to perform every front office shift, including Night Audit.The ideal candidate is a polished, composed, and approachable leader. They stay calm under pressure during heavy arrival periods and emergencies, and they use sound judgment to turn guest concerns into memorable moments. They lead by example and take pride in growing their team.This is a salaried position, expected to be available rotating shifts AM and/or PM, weekends, and Holidays.ESSENTIAL JOB FUNCTIONSThis description is a summary of primary responsibilities and qualifications. The job description is not intended to include all duties or qualifications that may be required now or in the future. The Hotel operates 24 hours a day and 7 days a week, so operational demands require variations in shift days, starting times, and hours worked in a week.Communicate effectively both verbally and in writing to provide clear direction to staff. Assign and instruct front desk clerks in details of work. Observes performance and encourages improvement.Greets guests immediately with a friendly and sincere welcome. Use a positive and clear speaking voice, listen to and understand requests, respond with appropriate actions and provide accurate information such as outlet hours and local attractions.Promptly complete registration process by inputting and retrieving information from a computer system, confirming pertinent information including number of guests and room rates. Make appropriate selection of rooms based on guest needs. Code electronic keys. Nonverbally confirm the room number and rate. Provide welcome folders containing room keys, certificates, and coupons as appropriate. Close out guest accounts at time of check out. In the event of dissatisfaction, negotiate compromise, which may include authorizing revenue allowance. Requires standing and continual mobility throughout front office area.Verify and imprint credit cards for authorization using electronic acceptance methods. Handle cash; make changes and balance as assigned house bank. Accept and record vouchers, travelers’ checks, and other forms of payment. Perform accurate, moderately complex arithmetic functions using a calculator. Post charges to guest rooms and house accounts using the computer.Promptly answer the telephone using a positive and clear English language. Input messages into the computer. Retrieve messages and communicate the content to the guest. Retrieve mail, small packages and facsimiles for customers as requested.Remain calm and alert especially during emergency situations and/or heavy hotel activity, serving as a role model for clerks and the other employees. Resolve customer complications and complaints by conducting thorough research of the situation and the most effective solutions. Make decisions and take action based on previous experience and good judgment, sometimes revising procedures to accommodate unusual situations. Authorize revenue allowances to remedy problems only after other alternative solutions have been offered.Manage Third Party Internet billing and arrivals. Prepare group arrivals. Prepare pre-arrival packets as requested/required. Anticipate flow of arrivals and take necessary steps to ensure smooth check in/out.Train new agents in daily duties including cash handling procedures, use of CRM Toolbox, organization of hotel. Ensure compliance with all brand standards. Coordinate and track successful completion of training on PMS system.Monitor and track time and attendance of associates. Reinforce attendance policy with staff; recommend progressive discipline procedures associates who are not in compliance with standard.Take actions to ensure high Associate Satisfaction scores as measured by the Associate Opinion Survey. Work with other supervisory and management staff to address all areas to ensure consistent quality work environment.Be familiar and able to perform duties on all shifts, including Night Audit and PBX.Manager on Duty (MOD) in absence of Front Office ManagerTurns in all lost and found items and all guest room keys.Adheres to all company policies and procedures.Follows safety and security procedures and rules.Knows department fire prevention and emergency procedures.Utilizes protective equipment.Reports unsafe conditions to management, including: Reports accidents, injuries, near-misses, property damage or loss to management.Provides for a safe work environment by following all safety and security procedures and rules.All team members must maintain a neat, clean and well groomed appearance. (Specific standards outlined in team member handbook).Assists other Front Desk Personnel when need.Perform any related duties as requested by management.KNOWLEDGE, SKILLS & ABILITIESAny combination of education and experience equivalent and graduation from high school or any other combination of education, training or experience that provides the required knowledge skills and abilities. High school diploma preferred.Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger, collect accurate information and help resolve conflicts.Two years combined prior front desk and supervisor experience.Considerable skill in the use of a calculator and prepare moderately complex mathematical calculations without error.Ability to read, listens, and communicates effectively in English, both verbally and in writing.Ability to access and accurately input information using a moderately complex computer system.Hearing and visual ability to observe and detect signs of emergency situations.PHYSICAL DEMANDSAbility to stand and move throughout front office and continuously performs essential job functions.Standing 95% of shiftLifting up to 25 pounds maximum.Occasional twisting, bending, stooping, reaching, standing, walking.Frequent talking, hearing, seeing and smiling.Benefits401(k)Disability insuranceEmployee assistance programHealth insuranceLife insurancePaid time offRoom DiscountsEmployee Food and Beverage DiscountsEEO: Driftwood Hospitality Management is committed to a diverse and inclusive workplace. We are an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, pregnancy, genetic information, protected veteran status, or any other legally protected status.