Front Desk Supervisor

• Full-time

The Haus Experience Supervisor is a hands-on working supervisor responsible for coordinating the daily activities of the Haus Experience Service (HES) team across Front Desk and Lüft Café & Bar.

This position works alongside the team, serving guests, supporting check-ins, preparing beverages, and assisting with food service while providing clear direction, coaching, and follow-through. The supervisor assigns daily tasks, coordinates shift coverage, checks work quality, and reinforces consistent service standards.

Success requires practical experience in hotel guest services and hospitality food and beverage operations, including restaurant and bar service, strong working knowledge of MEWS PMS, and confidence using food and beverage POS systems.

Working under the direction of the General Manager, and in coordination with the Operations Manager, the supervisor ensures the team is prepared, supported, and accountable for delivering a welcoming, efficient, and consistent guest experience.

• Supervise daily Front Desk activities and work scheduled operational shifts alongside the HES team.
• Conduct shift briefings, assign responsibilities, and ensure complete, accurate handovers.
• Review arrivals, departures, room assignments, special requests, and outstanding guest matters.
• Coordinate room readiness with Housekeeping and communicate maintenance needs promptly.
• Use MEWS to process and verify reservations, check-ins, check-outs, payments, folios, and approved billing adjustments.
• Check reservation accuracy, outstanding balances, and payment follow-up, referring unresolved matters to management.
• Support online check-in and guest access procedures, including troubleshooting and escalation.
• Ensure guests receive clear information about Front Desk hours, after-hours assistance, amenities, and property services.
• Check cash handling, shift closeouts, and payment reconciliation against established procedures.
• Resolve routine guest concerns within approved guidelines and elevate matters outside delegated authority.
• Respond to 100% of guest reviews across all channels promptly, using a professional and personalized tone.
• Maintain organized workstations, accurate shift records, and current operating checklists.

• Supervise daily café, restaurant, and bar service while actively assisting with coffee preparation, beverage service, food preparation, and guest service.
• Assign opening, closing, preparation, service, and cleaning duties, and verify completion.
• Coach the team on coffee preparation, responsible liquor service, menu knowledge, and attentive service.
• Check recipe adherence, portion sizes, presentation, and consistency.
• Ensure the team follows allergen procedures and refers uncertain requests to the appropriate person.
• Check food storage, temperatures, labelling, stock rotation, and sanitation records against established procedures.
• Use Toast POS accurately and reinforce correct ordering, modifiers, payment processing, discounts, and closeouts.
• Check that POS items and pricing match approved menus, reporting discrepancies for correction.
• Complete inventory counts, monitor stock levels, and prepare replenishment requests within approved guidelines.
• Check deliveries and invoices for quantities, quality, and accuracy.
• Monitor waste, record discrepancies, and reinforce practical controls.
• Ensure adherence to local government liquor-serving laws.
• Report equipment faults, food safety concerns, and liquor service issues promptly.

• Provide clear daily direction and confirm that assigned work meets service and operational standards.
• Prepare weekly HES schedules for management approval, reflecting forecast demand…