Front Office Supervisor

Portland Regency Hotel & Spa | Portland, Maine The Portland Regency Hotel & Spa is seeking an experienced and guest-focused Front Office Supervisor to join our team. This is a hands-on leadership position responsible for supporting the daily operations of our Front Office and Guest Services teams, including Front Desk, Night Audit, Guest Services, Bell/Door/Valet, and Overnight Security/Valet. The Front Office Supervisor works closely with the Front Office Manager and other hotel leaders to ensure consistent service standards, support our team, resolve guest concerns, and create exceptional experiences for our guests. What You'll Do Lead & Support the Front Office Team * Lead, coach, train, and support Front Office and Guest Services team members in service standards, hotel procedures, and our service culture. * Directly oversee Front Desk Supervisors, Guest Service Agents, Night Auditors, Guest Services Supervisors, Bell/Door/Valet Attendants, and Overnight Security/Valet Attendants. * Provide hands-on support and step into Front Desk, Guest Services, Night Audit, and other operational functions as needed. * Assist with luggage, valet, shuttle, and other Guest Services operations when needed. * Help ensure appropriate staffing, coverage, communication, and follow-through across the department. Deliver Exceptional Guest Service * Lead by example and consistently demonstrate the basics of hospitality: a warm welcome, eye contact, friendly conversation, and genuine engagement. * Professionally handle guest questions, concerns, and complaints by listening, empathizing, resolving issues, and following up. * Maintain a calm, professional, and solutions-focused approach when managing challenging or high-stress situations. * Create a welcoming and positive experience for every guest while maintaining hotel standards. Oversee Front Office Operations * Maintain strong working knowledge of the hotel property, Opera Cloud PMS, and Front Office procedures. * Maintain working knowledge of Silverware POS and SynXis booking systems. * Maintain knowledge of rates, packages, booking restrictions, and reservation procedures. * Oversee rate and reservation management for current days, weekends, and holidays. * Review reservations, group information, room assignments, billing, CRM reports, and other operational details for accuracy. * Review groups in Opera PMS, including pre-blocked groups and tours. * Manage inventory and rate controls on third-party booking sites. * Follow cash-handling procedures and other Front Office controls. * Create and maintain incident reports as needed. * Maintain proficiency in Night Audit procedures and perform Night Audit and Overnight Security functions when needed. Train & Develop Employees * Provide training and ongoing coaching to Front Office and Guest Services team members. * Reinforce service standards and expectations consistently. * Support employees in developing efficient, accurate, and effective work habits. * Help create a team culture focused on hospitality, teamwork, accountability, and continuous improvement. Communication & Collaboration * Work closely with the Front Office Manager, Assistant Front Office Manager, Guest Services, Housekeeping, Maintenance, Revenue/Reservations, General Manager, and other departments. * Communicate effectively across departments to ensure guest needs and operational priorities are addressed. * Manage multiple priorities and assignments while maintaining service standards and meeting deadlines. * Promptly report safety concerns, policy violations, harassment, code of conduct concerns, and wage and hour issues to management. What We're Looking For The ideal candidate is a confident and energetic hospitality professional who enjoys being hands-on, visible, and engaged with both guests and employees. You should be someone who: * Has previous hotel or hospitality leadership experience. * Leads by example and is comfortable working alongside the team. * Has excellent guest service and communication skills. * Can calmly resolve problems and make sound decisions in high-pressure situations. * Is organized and able to prioritize multiple competing needs. * Is comfortable working independently while also being a strong team player. * Has strong attention to detail and follow-through. * Enjoys coaching and developing employees. * Communicates effectively with both guests and colleagues. * Demonstrates patience, empathy, professionalism, and sound judgment. Qualifications * Previous hospitality, hotel, or Front Office experience preferred. * Prior supervisory or management experience preferred. * Experience with Opera PMS preferred. * Computer skills required; experience with Microsoft Word and Excel helpful. * PBX experience preferred. * Valid driver's license or reliable transportation required. * Bachelor's degree or equivalent combination of education, training, and experience. Physical & Work Requirements This is an active, hands-on hotel position. The Front Office Supervisor must be able to stand for extended periods, walk throughout the property, use hands and arms, communicate with guests and employees, and occasionally lift or move up to 50 pounds. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the position. If you are a hospitality professional who enjoys being involved, supporting your team, and delivering exceptional service, we'd love to hear from you.