Front Office Supervisor

The Westin La Paloma Resort & Spa; Tucson (AZ); On-site; USD 42,000 - 64,000; Full time

Benefits offered by this job

Medical, dental, and vision benefits

401(k) with company match

Employee discounts

Job summary

The Westin La Paloma Resort and Spa in Tucson, AZ is seeking an experienced Front Office Supervisor to oversee daily front desk operations and lead a team dedicated to exceptional guest service.

You will coordinate with housekeeping, concierge, and other departments to ensure seamless guest experiences, while managing shifts, billing accuracy, and reservations. A passion for hospitality and strong leadership are essential.

Qualifications

• Minimum 2 years of front desk operations experience in hospitality.
• Supervisory or leadership experience preferred.
• Familiarity with hotel PMS and reservation platforms.
• Proven ability to deliver excellent guest service and manage guest relations.

Responsibilities

• Supervise front desk staff to deliver outstanding customer service reflecting brand standards.
• Coordinate with housekeeping, concierge, and other departments for smooth guest experiences.
• Handle guest concerns and resolve issues promptly and professionally.
• Assist in training new employees and fostering a collaborative team environment.
• Oversee shift schedules, cash handling, and accuracy of billing and room assignments.
• Assist with PBX operations and rooms control desk and reservations.

Skills

Leadership

Customer service

Team management

Communication

PMS experience

Guest relations

Education

High School Diploma or equivalent

Associate or Bachelor's in Hospitality (preferred)

Tools

PMS software (Opera/Protel)

Job description

Division Westin La Paloma Resort and Spa

The Front Office Supervisor plays a vital role in overseeing daily front desk operations, ensuring exceptional guest service, and supporting the Front Office Manager. This position directly impacts guest satisfaction and operational efficiency by leading a team that manages check-ins, check-outs, reservations, and guest inquiries with professionalism and care.

How You’ll Shape The Experience & Future

• Supervise and mentor front desk staff to deliver outstanding customer service that reflects the hotel's brand standards.
• Coordinate with housekeeping, concierge, and other departments to ensure smooth guest experiences.
• Handle guest concerns and resolve issues promptly and effectively, turning challenges into positive experiences.
• Assist in training new employees and fostering a collaborative, motivated team environment.
• Assist in requesting, organise, delivering special amenities to guests.
• Organise in-room decor for guests to celebrate special occasions.
• Monitor daily front office operations, including managing shift schedules, cash handling, ensuring accuracy in billing and room assignments.
• Assist in answering phones in PBX
• Assist in rooms control desk.
• Assist in room reservations.
• Assist bell services and baggage storage.
• Support management in implementing new processes and technology enhancements to improve front desk efficiency.
• Other duties as assigned.

KEY STRENGTHS FOR SUCCESS

• Strong leadership and team-building skills with a hands-on approach
• Excellent communication and interpersonal abilities
• Detail-oriented with strong organizational skills and multitasking capability
• Ability to remain calm and professional in high-pressure situations
• Proficient in front office systems (PMS) and basic office software
• A genuine passion for hospitality and creating memorable guest experiences

Professional Experience

• Minimum 2 years of experience in front desk operations within the hospitality industry
• Previous supervisory or leadership experience preferred
• Familiarity with hotel property management systems and reservation platforms
• Proven track record of delivering excellent customer service and managing guest relations

ACADEMIC BACKGROUND

• High school diploma or equivalent required
• Associate or Bachelor's degree in Hospitality Management or related field preferred but not required

Benefits

• Medical, dental, and vision (HSA available)
• Company-paid disability & life insurance
• Employee Assistance Program
• Supplemental benefits
• 401(k) with match
• Employee discounts
• Paid vacation & sick time

Position Requirements

Successful completion of a background check is required prior to employment.

EOE Statement

HM Alpha Hotels & Resorts is an Equal Opportunity Employer and Prohibits Discrimination and Harassment of Any Kind. We are committed to providing an environment of mutual respect, the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, sex (including pregnancy and gender identity), national origin, age (40 or older) disability, genetic information, family or parental status, military service, or any other status protected by the laws or regulations in the locations where we operate. HM Alpha Hotels & Resorts will not tolerate discrimination or harassment based on any of these characteristics.