Front Desk Supervisor

Job Description

Position Summary The Front Office Supervisor supports the Director of Rooms in leading daily front office operations for the Denu Hotel and Spa. This role drives a seamless execution of guest arrival and departure experiences while maintaining Forbes-level hospitality standards.


The Front Office Supervisor provides hands-on leadership for Front Office Agents, PBX, and Bell/Valet teams, ensuring exceptional service delivery, operational efficiency, and elevated guest engagement throughout the resort experience. This position plays a key role in driving upselling and revenue opportunities, resolving g

uest escalations, maintaining departmental standards, and fostering a collaborative and service-focused culture.


The ideal candidate is a polished hospitality professional who thrives in a fast-paced luxury environment, leads by example, and is passionate about creating memorable guest experiences.

What You Will Accomplish

Key Responsibilities

Supervise and support Front Desk Agents, Bell, and Valet team members to ensure seamless daily operations, service excellence, and adherence to company standards.

Lead by example through a strong lobby presence, coaching and mentoring team members while fostering a culture of professionalism, accountability, and exceptional guest service.

Deliver elevated and personalized guest experiences by anticipating guest needs, handling service recovery and escalations, and ensuring VIP arrivals, special requests, and loyalty recognition standards are executed flawlessly.

Drive operational excellence through effective management of arrivals, departures, room inventory, billing accuracy, cashiering procedures, and audit compliance.

Identify opportunities to maximize room upsells, resort experiences, and revenue generation while maintaining a guest-focused approach.

Partner closely with Housekeeping, Engineering, Security, Reservations, Food & Beverage, and fellow Front Office leaders to ensure seamless communication and resort operations.

Support onboarding, training, scheduling, and performance development initiatives to enhance team engagement and operational consistency.

Maintain compliance with company policies, safety procedures, cash handling standards, PCI requirements, and OSHA guidelines while promoting a safe and professional work environment.

Lead a positive and collaborative team environment while always maintaining professionalism and Forbes-level service standards.

What You Will Bring

Qualifications
Minimum 23 years of front office or guest services experience in a luxury hotel or resort environment.
Previous supervisory or leadership experience preferred.
Strong passion for luxury hospitality and creating elevated guest experiences.
Proven ability to lead teams in a fast-paced, high-volume environment while maintaining professionalism and composure.
Excellent communication, conflict resolution, and interpersonal skills.
Ability to handle guest escalations and service recovery situations with confidence and diplomacy.
Strong organizational skills with attention to detail and operational accuracy.
Experience with hotel PMS systems, POS systems, and Microsoft Office applications.
Understanding of front office operations including reservations, cashiering, room inventory management, and guest relations.
Ability to work flexible schedules include evenings, weekends, holidays, and peak occupancy periods.

Great If You Have
Associates degree in hospitality management or related field.
Experience in Forbes Four-Star or luxury resort operations.
Knowledge of dining, and local attractions.
Bilingual communication skills.
Experience driving upselling initiatives and guest engagement programs.

OS&E Coordinator New Hotel Opening
Position Summary

The OS&E Coordinator is responsible for planning, purchasing, tracking, receiving, storing, and distributing all Operating Supplies & Equipment (OS&E) required for the successful opening of the hotel. This role works closely with the project team, ownership, procurement, contractors, designers, and hotel department leaders to ensure all operational supplies, furniture, fixtures, equipment, and office materials are installed, organized, and ready for opening day.

Key Responsibilities

• Coordinate all OS&E procurement activities from project initiation through hotel opening.
• Develop and maintain OS&E budgets, inventories, procurement schedules, and tracking reports.
• Coordinate receiving, warehousing, inventory control, and distribution of all OS&E items.
• Assist with the delivery, assembly, placement, and installation of furniture, fixtures, and operational equipment throughout the hotel.
• Support the setup and organization of guest rooms, public spaces, back-of-house areas, offices, and operational departments.
• Assist department leaders with setting up offices, including furniture placement, office supplies, filing systems, and operational materials.
• Coordinate the movement and relocation of furniture, equipment, and supplies as operational needs change during the pre-opening phase.
• Work alongside contractors, vendors, and hotel staff to ensure departments are fully equipped and operational according to the opening schedule.
• Conduct quality inspections of delivered goods and report damaged, missing, or incorrect items.
• Maintain accurate inventory records, asset documentation, and storage organization.
• Monitor purchase orders, invoices, and expenditures to ensure budget compliance.
• Assist with room and departmental installations, mock operations, and opening readiness activities.
• Support hotel leadership with special projects and operational tasks necessary to achieve a successful opening.

Physical Requirements:

• While performing the duties of this job, the employee is frequently required to walk, stand, crouch/bend/stoop, reach, smell, and push/pull, the employee is constantly required to hear and talk. The employee must occasionally sit, grasp, and lift objects weighing up to 50 pounds or more. Specific vision abilities constantly required are near vision and occasionally required include close and far vision. Finger dexterity is required to operate a point-of-sale system, use of a jigger, and stirring with a bar spoon.

We provide equal employment opportunities to all employees and applicants for employment and prohibit discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity, or expression, or any other characteristic protected by federal, state, or local laws.


This policy applies to all terms and conditions of employment including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.