Supervisor, Front Office

At One&Only, we exist to create joy for our guests through anticipation, creativity, precision, empathy and warmth. We tailor every aspect of our guests’ stay to bring their dreams and desires to life. With an atmosphere that’s chic but wonderfully unstuffy™, and a team who are meticulous but warm, we seek to exceed our guests’ expectations at every possible turn.

Amidst fragrant pines and glistening peaks, One&Only Moonlight Basin is a glamorous return to simplicity. Fill days cascading down cool waters, unearthing the magic of Yellowstone National park, skiing on world renowned slopes and retreating to floating evergreen spaces. With abundant knowledge and generosity, we anticipate our guest’s every need and surpass expectations. Whether we are designing the perfect family day out or arranging a romantic private dinner, we approach everything with imagination to spark a sense of playfulness, discovery and adventure.

This is not simply our job, it’s our passion.

The Supervisor, Front Office supports the daily operations, training, and guest services within the Front Office. With experience in luxury boutique hotel/resort guest services, they will ensure the highest level of customer service while providing colleagues with the tools and guidance needed for success. This role supports property operations by ensuring seamless guest experiences from arrival to departure, maintaining service excellence, and addressing guest inquiries in the lobby.

The Supervisor, Front Office also tracks guest preferences, resolves service issues, and escalates extraordinary cases to the Assistant Manager, Front Office.

• Lead by example, demonstrating professionalism, integrity, and strong interpersonal skills
• Foster teamwork, trust, and cooperation among Front Office colleagues
• Supervise, support, and provide guidance to the Front Office team
• Understand team roles and step in when necessary to ensure smooth operations
• Conduct regular training sessions and support ongoing staff development
• Assist in scheduling and ensuring appropriate shift coverage based on hotel occupancy
• Monitor adherence to Front Office policies, procedures, and service standards (LQA)
• Provide coaching, mentorship, and performance feedback
• Assist in interviewing and onboarding new team members
• Communicate effectively with colleagues and management through various channels
• Support team well-being and create a positive work environment
• Ensure an exceptional guest experience by proactively addressing guest needs and concerns
• Interact with guests in public areas, maintaining high visibility during peak times
• Handle guest inquiries, special requests, and complaints with professionalism and efficiency
• Record and follow up on guest issues in the response tracking system
• Gather and communicate guest preferences to enhance personalized service
• Support guest retention efforts by creating memorable moments
• Emphasize guest satisfaction during departmental meetings and encourage continuous improvement
• Participate in guest and employee incident investigations when necessary
• Oversee daily Front Office operations, ensuring compliance with policies and service standards
• Collaborate with other hotel departments to optimize workflow and guest experience
• Ensure proper room assignments based on guest preferences and booking details
• Support the implementation of the upselling program and ensure the team engagement
• Monitor guest registration compliance
• Maintain a strong working knowledge of room types, rates, and discount structures
• Provide necessary reports to the Finance department as required
• Work with third-party partners to enhance guest services and experiences
• Enforce credit control procedures and obtain approval for exceeding limits
• Assist with night shifts and Front Office coverage when required
• Ensure compliance with hotel security, health, and safety policies
• Implement emergency response protocols for incidents such as fire, theft, or medical emergencies
• Adapt to additional tasks and responsibilities as assigned by management
• Participate in training programs for personal and professional growth
• Maintain awareness of hotel fire, hygiene, safety,…