Front Desk Supervisor - Hotel

At Oxford Collection of Hotels, we don’t just provide jobs—we cultivate careers in a culture that values innovation, teamwork, and personal growth. As a rapidly growing and progressive hospitality company, we recognize that our employees are the key to our success. We foster a supportive, inclusive, and dynamic work environment where every team member is empowered to excel.

• Competitive pay and performance‑based incentives
• Medical, dental, and vision coverage for peace of mind
• 401(k) with profit sharing to invest in your future
• Generous paid time off so you can recharge
• Exclusive discounts at our properties—because you deserve great getaways, too!
• Ongoing training, leadership development, and career growth opportunities

The Front Desk Supervisor at one of Oxford Collection’s Four‑Diamond luxury or boutique‑style hotels ensures seamless front desk operations and delivers Four‑Diamond service. The Supervisor oversees the front desk team, maintaining exceptional guest experiences, handling escalated concerns with professionalism, and supporting training, scheduling, and performance of Guest Experience Representatives. The role plays a crucial part in meeting and exceeding Four‑Star service standards, delivering high‑quality service and amenities with strong attention to detail, and consistently exceeding expectations.

• Welcome guests with a polished and professional demeanor, overseeing processes to ensure a smooth check‑in and check‑out.
• Provide detailed information about the hotel, its amenities, and expert‑level local recommendations.
• Process guest reservations, payments, and special requests accurately, maintaining discretion and confidentiality at all times.
• Offer upgrades, amenities, and special services to enhance guest experiences, anticipating needs and delivering personalized, luxury‑level service.
• Coordinate with bell staff and Valet for transportation needs, luggage assistance, and special requests.
• Handle guest complaints, requests, and concerns with professionalism and discretion, using the Oxford Collection guest recovery and service gestures consistent with Forbes service standards.
• Maintain knowledge of VIP guests, repeat visitors, and special accommodations.
• Ensure seamless coordination with housekeeping, Valet, Bell staff, and food & beverage teams for guest requests.
• Remain available to guests at all times at the front desk and coordinate frequently with housekeeping, maintenance, and bistro staff to ensure smooth operations and guest satisfaction.

• Perform all tasks in compliance with federal, state, local requirements and Oxford Collection of hotels safety standards and security procedures.
• Maintain integrity, confidentiality, and sensitivity when working with both internal and external clients & guests.
• Report any maintenance issues to the supervisor or General Manager.

• Ensure accurate room inventory management, report any guest incidents to management, and maintain up‑to‑date availability information in the reservations system.
• Assist in implementation of company programs and supervise daily front desk operations to comply with SOPs, maximize revenues, and motivate team members.
• Review billing disputes and adjustments, ensuring accuracy and guest satisfaction.
• Maintain thorough knowledge of hotel promotions, special events, and seasonal offerings.

• Serve as a role model for front desk agents and other employees, leading by example, ensuring all guest interactions reflect Four‑Diamond service standards.
• Monitor and contribute to upselling efforts, enhancing revenue through upgrades and amenities.
• Lead pre‑shift meetings, ensuring the team is informed of daily priorities and VIP guests.
• Always provide a high level of customer service, taking time with our guests to ensure every aspect of their stay is up to expectations.
• Assist in the supervision and evaluation of the Front Desk Agents, providing training & guidance, and resolving problems through open communication.
• Review time and attendance records, assist in scheduling, monitor compliance with company policies,…