Front Office Supervisor: Guest Experience Leader

Saguaro Palm Springs; Palm Springs (CA); On-site; USD 45,000 - 65,000; Full time

Benefits offered by this job

Competitive wages

Diversity & inclusion

Job summary

Saguaro Palm Springs is seeking a dynamic Front Office Supervisor to lead the guest experience in our vibrant desert property. You will oversee daily front desk operations, supervise staff, and ensure smooth check-in/check-out while upholding brand standards.

The role emphasizes courteous service, proactive problem solving, and collaboration with Reservations, Sales, and other departments to maximize guest satisfaction and revenue.

Qualifications

• High School diploma or GED required or equivalent.
• Two years related experience in the hospitality industry preferred.
• Strong communication skills and collaborative team approach.
• Ethical conduct and attention to detail are essential.
• Proactive problem solving and guest-focused service.

Responsibilities

• Maintain professional demeanor and courteous service at all times
• Establish and maintain good communications and teamwork with fellow colleagues and other departments within the hotel
• Adhere to all standards of operations, policies and procedures, manuals, memos and verbal instructions
• Inspects all areas of responsibility in the Rooms Division
• Ensure all staff is properly trained on systems, security and cash handling procedures and service standards (check-in/ check-out standards) and have the tools and equipment needed to effectively carry out their job functions
• Ensure staff understands their job expectations before holding them accountable
• Resolve customer complaints (in person, by phone or through written message) from all areas of the hotel, handling all guest interactions with the highest level of hospitality and professionalism, accommodating special requests whenever possible
• Assist customers in all inquiries in connection with hotel services, hours of operations, key hotel personnel, in-house events, directions, etc.
• Respond to all guest requests, in person and by phone, in an accurate and timely manner
• Work closely with Reservations, Sales and the Front Office to maximize rate, occupancy and total revenue
• Manage day-to-day operations and assignments of the front office staff; schedule, plan, and assign work.
• Assist in the development and communication of departmental strategies, goals, policies and procedures
• Monitor front office staff to ensure guests receive prompt, professional attention and personal recognition and ensure guests are greeted upon arrival
• Implement and enforce appropriate service recovery guidelines in order to ensure total guest satisfaction
• Schedule and regularly conduct routine inspections of the front office and public areas to ensure the appearance of such areas reflects highly on the hotel, brand, and Company and develop action plans to correct any deficiencies
• Analyze guest satisfaction data and develop and assist in plans to achieve established goals related to guest satisfaction scores, front desk activities, guest loyalty
• Maintain procedures for security of monies, credit and financial transactions, and guest security and check billing instructions and guest credit for compliance with hotel credit policies
• Assist in managing hotel revenue generation and maximization through full utilization of company systems, business processes and specifications

Skills

Strong communication skills

Collaborative spirit

Ethical Conduct

Positive Attitude

Eye for Detail

Problem solving abilities

Education

High School diploma or GED

Tools

Microsoft Office

Opera PMS

Job description

Saguaro Palm Springs is seeking a dynamic Front Office Supervisor to lead the guest experience in our vibrant desert property. You will oversee daily front desk operations, supervise staff, and ensure smooth check-in/check-out while upholding brand standards.

The role emphasizes courteous service, proactive problem solving, and collaboration with Reservations, Sales, and other departments to maximize guest satisfaction and revenue.