Front Office Supervisor: Guest Experience & Team Lead

Canyon Ranch; Massachusetts; On-site; USD 53,600 - 55,830; Full time

Benefits offered by this job

Spa access

Health plan

Paid time off

Life insurance

Maternity leave

Job summary

Canyon Ranch is seeking an Assistant Front Office Manager in Massachusetts to lead the Front Office team and ensure seamless guest service across desk, guest services and overnight operations.

You will mentor staff, recruit and train new hires, manage schedules and payroll, and coordinate with departments to optimize occupancy and guest satisfaction while upholding brand standards and safety policies.

Qualifications

• 3+ years of experience in a hotel, resort, destination spa, or related hospitality environment.
• 1 year in a front office supervisory or leadership position required.
• High School Diploma or GED required.
• Bachelor’s Degree in Hospitality Management or related field preferred.
• Equivalent combination of education, training, and experience will be considered.
• Strong leadership and team-building skills.
• Excellent interpersonal and communication skills.
• Proficient in PMS (Opera) and MS Office; hospitality software experience helpful.
• Excellent problem-solving and guest-service skills.
• Highly organized, detail-oriented, able to multitask in a fast-paced environment.

Responsibilities

• Oversee daily operations of the Front Office including Front Desk, Guest Services, and overnight operations.
• Ensure excellent guest service by proactively addressing and resolving guest concerns and complaints.
• Supervise, coach, and develop team members.
• Assist in recruiting, interviewing, hiring, onboarding, and training new team members.
• Prepare and manage departmental schedules and approve payroll submissions.
• Conduct daily pre-shift briefings and facilitate cross-departmental coordination.
• Monitor room inventory, rates, and occupancy in collaboration with Revenue/Reservations to maximize revenue.
• Ensure adherence to company policies, procedures, and safety standards.
• Serve as Manager on Duty as needed.
• Maintain a professional presence in the lobby and front desk areas to support staff and guests.
• Ensure accurate handling of guest information, billing, and payment procedures.
• Support and uphold brand standards and service culture at all times.

Skills

Leadership

Team-building

Guest service

Communication

Multitasking

Problem-solving

Education

Bachelor’s Degree in Hospitality Management

High School Diploma or GED

Tools

Opera PMS

MS Office Suite

Job description

Canyon Ranch is seeking an Assistant Front Office Manager in Massachusetts to lead the Front Office team and ensure seamless guest service across desk, guest services and overnight operations.

You will mentor staff, recruit and train new hires, manage schedules and payroll, and coordinate with departments to optimize occupancy and guest satisfaction while upholding brand standards and safety policies.