Front Office Supervisor

POSITION SUMMARY

The Front Office Supervisor leads the day-to-day operation of the Front Desk and Guest Services team, ensuring every arrival, stay, and departure reflects the Sands Hotel & Spa standard of warm, polished, and attentive service. This role directly supervises Guest Service Agents on assigned shifts, serves as Manager on Duty in the absence of the Front Office Manager, and acts as the point of escalation for guest concerns, ensuring they are resolved promptly and professionally.

• Supervise and coordinate Front Desk / Guest Services staff during assigned shifts, including opening and closing procedures.
• Serve as Manager on Duty as scheduled, with authority to resolve guest issues, service recovery, and operational decisions in real time.
• Train, coach, and mentor Guest Service Agents on service standards, brand voice, upselling, and property systems (PMS, POS, key systems).
• Monitor check-in and check-out flow, VIP and group arrivals, and room assignments to ensure accuracy and a seamless guest experience.
• Review and audit cash handling, folio accuracy, and shift close-outs; support Night Audit as needed.
• Partner with Housekeeping, Reservations, Food & Beverage (The Pink Cabana), and Spa to coordinate guest requests and same-day changes.
• Assist the Front Office Manager with scheduling, payroll timekeeping review, and daily staffing coverage.
• Enforce brand standards, safety and security protocols, and company policy, including compliance with California meal- and rest-break requirements for the team.
• Support recruiting, onboarding, and performance feedback for Front Office team members.
• Maintain accurate shift logs and communicate priorities clearly at shift change.

• High school diploma or equivalent required; college coursework or a hospitality certification preferred.
• Minimum 1–2 years of front desk / guest services experience in a full-service hotel; prior lead or supervisory experience preferred.
• Working knowledge of a hotel property management system (e.g., Opera, OnQ, or similar) preferred.
• Strong leadership, communication, and conflict-resolution skills, with the ability to stay composed under pressure.
• Availability to work a flexible schedule, including nights, weekends, and holidays.
• Bilingual English/Spanish a plus.
• Must be able to stand or walk for extended periods and occasionally lift up to 25 lbs.