Luxury Front Office Supervisor: Guest Experience Leader

Pacific Hospitality Group; Napa (CA); On-site; USD 31,000 - 44,000; Full time

Job summary

Pacific Hospitality Group is hiring a Front Office Supervisor for the Meritage Resort and Spa in Napa. You will lead Front Desk, PBX, Bell/Valet teams to deliver Forbes-level service and seamless guest experiences in a luxury resort setting.

The role emphasizes upsell opportunities, guest escalations, and collaboration across hotel departments while upholding safety, policy and operational standards.

Qualifications

• Minimum 2–3 years of front office or guest services experience in a luxury hotel or resort.
• Previous supervisory or leadership experience preferred.
• Strong passion for luxury hospitality and creating elevated guest experiences.
• Proven ability to lead teams in a fast-paced, high-volume environment while maintaining professionalism.
• Excellent communication, conflict resolution, and interpersonal skills.
• Ability to handle guest escalations and service recovery with diplomacy.
• Experience with hotel PMS systems, POS systems, and Microsoft Office.

Responsibilities

• Supervise Front Desk Agents, Bell and Valet to ensure seamless daily operations.
• Lead with a strong lobby presence, coaching and mentoring team members.
• Deliver personalized guest experiences, anticipate needs and handle escalations.
• Drive upsell and revenue opportunities while maintaining guest focus.
• Manage arrivals, departures, room inventory, billing, cashiering and audits.
• Collaborate with Housekeeping, Engineering, Security, Reservations and F&B.
• Support onboarding, training, scheduling and performance development.
• Maintain PCI, cash handling and safety compliance.

Skills

Front office leadership

Guest services

PMS systems

POS systems

Cash handling procedures

Team coaching

Education

Bachelor's degree in Hospitality

Tools

Hotel PMS

Microsoft Office

POS systems

Job description

Pacific Hospitality Group is hiring a Front Office Supervisor for the Meritage Resort and Spa in Napa. You will lead Front Desk, PBX, Bell/Valet teams to deliver Forbes-level service and seamless guest experiences in a luxury resort setting.

The role emphasizes upsell opportunities, guest escalations, and collaboration across hotel departments while upholding safety, policy and operational standards.