Front Office Supervisor

Overview

The Front Office Supervisor supports the seamless daily operation of the Front Office, ensuring every guest experiences the highest level of luxury service from arrival to departure. This role provides leadership and guidance to the front desk team, upholds Forbes and brand service standards, and acts as an ambassador for the hotel’s culture of hospitality. The Front Office Supervisor leads by example, resolves guest concerns with professionalism and poise, and ensures accuracy, efficiency, and warmth in all guest interactions.

• Supervise front desk operations, ensuring smooth check-ins, check-outs, and guest service execution.
• Maintain proper operation of the PBX console and ensure that all hotel standards are met.
• Answer guest inquiries about hotel services, facilities and hours of operation in a timely manner.
• Follow up on VIP arrivals, amenity coordination, and special requests.
• Ensure accuracy of reservations, rate codes, and billing processes.
• Help maintain lobby presence, ensuring an elevated guest arrival experience.
• Serve as the first point of escalation for guest issues, resolving concerns promptly and gracefully.
• Prepare and review daily reports (arrival, departure, trace, upsell, occupancy).
• Conduct shift briefings to communicate forecasts, VIPs, group activity, and service recovery updates.
• Monitor front desk presentation, staff grooming, and adherence to luxury service standards.
• Assist in training new associates and reinforcing Forbes Five-Star service expectations.
• Ensure all financial transactions follow proper cash-handling and auditing procedures.
• Coordinate with Housekeeping, Engineering, Concierge, Valet, and other departments to ensure flawless guest experiences.
• Follow all cash handling and credit policies.
• Perform other duties as requested by management.

• 2+ years experience at the Front Office in a Luxury environment.
• High School diploma or equivalent preferred.
• Light work - Exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently to lift, carry, push, pull or otherwise move objects.
• Ability to stand during entire shift.
• Must be effective in handling problems, including anticipating, preventing, identifying and solving problems as necessary.
• Must be able to understand and apply complex information, data, etc. from various sources to meet appropriate objectives.
• Must be able to cross-train in other hotel related areas.
• Must be able to maintain confidentiality of information.
• Must be able to show initiative, including anticipating guest or operational needs.
• Perform other duties as requested by management.