Front Office Supervisor

Ensemble; Santa Cruz (CA); On-site; USD 60,000 - 76,000; Full time

Job summary

La Bahia Hotel & Spa in California seeks a Front Office Supervisor to lead the front desk team and ensure impeccable guest interactions from arrival to departure.

The role requires guiding staff, managing check-ins/outs, handling VIP guests, and maintaining knowledge of rooms, rates, and local attractions, while upholding Forbes-inspired luxury standards.

Qualifications

• 2/3 years or more minimum experience in Front Desk supervisory role in a luxury hotel and/or resort.
• Endurance to stand for long periods and walk moderate distances.
• Proficiency in property management systems preferred (Microsoft Office, Opera, Alice, etc.)
• Ability to work independently and as part of a team.
• Excellent communication skills and customer service skills.
• Capability to lift, push, and pull a moderate amount of weight (Up to 30lbs).
• Flexible to work in different shifts, including evenings, weekends, and holidays.
• Highly organized with the ability to multitask in a fast-paced environment.

Responsibilities

• Supervise the front desk team to ensure flawless guest interactions, from arrival to departure.
• Handle guest check-ins and check-outs efficiently, ensuring a personalized and memorable experience.
• Resolve guest complaints promptly and professionally, escalating when necessary.
• Maintain in-depth knowledge of room types, rates, hotel facilities, and local attractions.
• Ensure VIP guests receive special attention, including room allocations and personalized amenities.
• Monitor and manage room availability, reservations, and special requests.
• Train, mentor, and motivate front desk agents to uphold luxury service standards.
• Conduct daily briefings and ensure staff are informed about VIP arrivals, special events, and operational updates.
• Assist with scheduling front desk shifts and managing staffing levels to meet demand.
• Provide ongoing coaching and performance feedback to team members.
• Oversee cash handling, billing, and credit policies in compliance with hotel procedures.
• Prepare daily reports on occupancy, revenue, and guest feedback.
• Assist in inventory management of front desk supplies and guest amenities.
• Collaborate with housekeeping and maintenance to ensure room readiness and resolve any issues.
• Ensure all front desk operations adhere to the hotel’s luxury brand standards.
• Maintain confidentiality and security of guest information.
• Uphold health, safety, and hygiene regulations.
• Perform all other duties that may be assigned as needed by your manager.

Skills

Leadership

Customer service

Communication

Organization

Guest relations

Tools

Opera PMS

Alice PMS

Microsoft Office

Job description

Description

ABOUT US:

Nestled along the Pacific Coast, La Bahia Hotel & Spa celebrates its dramatic setting where the tip of Monterey Bay touches Sana Cruz's coveted Main Beach. Steeped in the romantic beauty of Spanish-Mediterranean architecture, locals and travelers alike will savor globally influenced cuisine, cocktails and wellness rituals infused with the region's agricultural bounty and coast-cultured Spirit.

SUMMARY:

The Front Office Supervisor is a professional with strong leadership skills and an eye for detail. This role is responsible for ensuring every guest interaction is impeccable from arrival to departure. The Front Office Supervisor will lead a team of dedicated front desk agents, ensuring a seamless check-in/check-out process, anticipating guest needs, and resolving any concerns with grace and efficiency. By deliver impeccable service, the Front Desk Supervisor will uphold La Bahia Hotel & Spa’s service standards (inspired by Forbes) while elevating our beachfront property.

DUTIES/RESPONSIBILITY:

• Supervise the front desk team to ensure flawless guest interactions, from arrival to departure.
• Handle guest check-ins and check-outs efficiently, ensuring a personalized and memorable experience.
• Resolve guest complaints promptly and professionally, escalating when necessary.
• Maintain in-depth knowledge of room types, rates, hotel facilities, and local attractions.
• Ensure VIP guests receive special attention, including room allocations and personalized amenities.
• Monitor and manage room availability, reservations, and special requests.
• Train, mentor, and motivate front desk agents to uphold luxury service standards.
• Conduct daily briefings and ensure staff are informed about VIP arrivals, special events, and operational updates.
• Assist with scheduling front desk shifts and managing staffing levels to meet demand.
• Provide ongoing coaching and performance feedback to team members.
• Oversee cash handling, billing, and credit policies in compliance with hotel procedures.
• Prepare daily reports on occupancy, revenue, and guest feedback.
• Assist in inventory management of front desk supplies and guest amenities.
• Collaborate with housekeeping and maintenance to ensure room readiness and resolve any issues.
• Ensure all front desk operations adhere to the hotel’s luxury brand standards.
• Maintain confidentiality and security of guest information.
• Uphold health, safety, and hygiene regulations.
• Perform all other duties that may be assigned as needed by your manager.

The following reflects management’s definition of essential functions for this job but does not restrict the tasks that may be assigned. Management may assign or reassign duties and responsibilities to this job at any time due to reasonable accommodation or other reasons.

QUALIFICATIONS:

• (2/3) years or more minimum experience in Front Desk supervisory role in a luxury hotel and/or resort.
• Endurance to stand for long periods and walk moderate distances.
• Proficiency in property management systems preferred (Microsoft Office, Opera, Alice, etc.)
• Ability to work independently and as part of a team.
• Excellent communication skills and customer service skills.
• Capability to lift, push, and pull a moderate amount of weight (Up to 30lbs).
• Flexible to work in different shifts, including evenings, weekends, and holidays.
• Highly organized with the ability to multitask in a fast-paced environment.

This role offers a dynamic work environment where your contributions directly impact the guest experience. If you are dedicated to personalized service, guest satisfaction, and enjoy working in a high-end atmosphere, we invite you to join our Front Office team at La Bahia Hotel.