Luxury Front Desk Supervisor – Guest Experience Leader

Four Seasons; Santa Fe (NM); On-site; USD 50,000 - 54,000; Full time

Benefits offered by this job

Free stays at Four Seasons locations

Global growth opportunities

Food & beverage and spa discounts

Free employee meals

Complimentary employee parking

Comprehensive training & development

401(k) Retirement Plan

PTO + sick leave

Medical benefits including parental-le

Job summary

Four Seasons Resort Rancho Encantado Santa Fe is seeking a Regular Full-Time Front Desk Supervisor to lead our Front Office team with enthusiasm and a passion for service excellence.

Responsibilities include delivering exceptional hospitality, supervising guest services, managing schedules and payroll, coordinating with resort departments, and guiding night audit and guest experience from pre-arrival to departure.

Qualifications

• 2+ years of hospitality supervisory experience, preferably in a luxury environment, with 1–2 years in guest-facing roles.
• Proficiency in hotel property management systems (Opera preferred).
• Fluency in English; additional languages a plus.
• Ability to stand and move around the resort during the shift.
• Flexible schedule with evenings, weekends, nights, and holidays.

Responsibilities

• Deliver exceptional hospitality by anticipating guest needs, resolving guest concerns, accommodating special requests, and serving as a confident resource for all guest service needs.
• Oversee the complete guest experience, including pre-arrival planning, arrivals, departures, VIP stays, personalized amenities, and service recovery.
• Partner with departments across the resort to coordinate guest preferences, accommodations, and customized experiences while ensuring seamless communication and follow-through.
• Utilize hotel systems to manage check-ins, check-outs, room assignments, daily reports, guest profiles, and other Front Office functions.
• Lead the training, development, and performance of Front Desk Agents, with a focus on service excellence, conflict resolution, operational procedures, cash handling, and night audit functions.
• Create team schedules, manage payroll, and foster a positive, high-performing work environment.
• Lead briefings with resort leadership, communicating key operational updates including occupancy, arrivals and departures, guest movement, VIPs, service opportunities, events, group activity, and weekly behaviors.
• Drive revenue opportunities by training and motivating employees to effectively upsell products and services.
• Conduct regular inspections of guest areas and VIP accommodations, identify service opportunities, and coordinate timely follow-up to ensure guest satisfaction.
• Log and conduct internal follow-up with glitches to continuously improve Front Office systems, communication, and service.

Skills

Hospitality supervisory experience

Opera PMS

English fluency

Guest services

Leadership

Tools

Opera property management system

Job description

Four Seasons Resort Rancho Encantado Santa Fe is seeking a Regular Full-Time Front Desk Supervisor to lead our Front Office team with enthusiasm and a passion for service excellence.

Responsibilities include delivering exceptional hospitality, supervising guest services, managing schedules and payroll, coordinating with resort departments, and guiding night audit and guest experience from pre-arrival to departure.