Guest Experience Lead - Front Desk

Description SUMMARY The Front Desk Supervisor plays a key role in delivering Rancho Valencia’s signature warm, intuitive, and exceptionally personalized service. This position is hands‑on at the Front Desk, serving as both a leader and active participant in daily guest interactions. The Supervisor supports the Front Office leadership team by guiding Front Desk Agents, resolving guest concerns, and ensuring a seamless arrival, stay, and departure experience. This role serves as the first point of support for agents who need assistance or direction and acts as a role model of professionalism, luxury service, and operational excellence. While the Supervisor is not responsible for payroll or employee relations documentation, they are empowered to make service decisions, handle guest recoveries, and elevate concerns to management when appropriate. ESSENTIAL FUNCTIONS Provide gracious, anticipatory, and efficient service consistent with Rancho Valencia standards. Assist with daily front desk duties including check‑ins, check‑outs, room assignments, guest inquiries, and reservation adjustments. Serve as the go‑to resource for agents needing operational guidance, system assistance, or guest service support. Resolve guest issues with confidence and empathy; utilize discretionary empowerment to make service recovery decisions. Communicate guest preferences, special occasions, and important details to relevant departments. Ensure the accuracy of guest profiles, billing details, and reservation information. Maintain a polished and professional front desk environment at all times. Lead by example in service execution, tone, professionalism, and teamwork. Participate in training and onboarding of new Front Desk Agents through coaching and modeling best practices. Provide real‑time feedback and guidance to help agents succeed in daily tasks. Serve as the acting lead in the absence of the Assistant Front Office Manager or Front Office Manager. Promote an environment of positivity, hospitality, and accountability. Ensure smooth communication between Front Desk, Housekeeping, Reservations, and other operating departments. Support daily operational checklists, shift transitions, and follow‑through on action items. Assist in monitoring room statuses, early arrivals, late check‑outs, and VIP arrangements. Escalate operational or guest concerns to management as needed. Assist with posting charges, balancing folios, and addressing billing concerns within supervisor‑level permissions. Maintain working knowledge of Opera Cloud and resort communication systems. Support the team in maintaining daily logs, shift notes, and internal communication tools. Protect guest privacy and security in accordance with resort standards. QUALIFICATIONS Minimum 1–2 years of luxury hotel front office experience required; prior supervisory experience preferred. Strong knowledge of Front Office operations, reservation processes, and guest service standards. Excellent interpersonal, communication, and problem‑solving skills. Ability to remain composed during pressure situations and model calm leadership. Proficiency in Opera or Opera Cloud preferred, Alice and OpenTable. Availability to work weekends, evenings, and holidays as needed. Excellent English written and verbal communication skills. Flexible work schedule including weekends, holidays and evening shifts. Valid CA Driver’s license and ability to operate golf carts and hotel cars. Desirable Prior Five Star, Five Diamond Resort and Spa experience. Verbal communication in Spanish. SKILLS Required Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardizations exist. General computer skills. Ability to motivate assigned staff and maintain a cohesive team. Ability to motivate assigned staff training needs and provide such training. Ability to focus attention to details. Ability to maintain confidentiality of hotel guests and pertinent hotel information. Ability to ensure security of guest room access and hotel property. Ability to prioritize, organize and follow through. Ability to resolve problems using good judgment. Desirable Foreign language communication skills. Previous Resort Experience in Front Office. TRAVEL REQUIREMENTS Infrequent local travel may be required. PHYSICAL DEMANDS Frequent or occasional need to perform the following physical activities: reaching, bending, pushing, pulling, twisting, lifting, and climbing. Have frequent need to perform standing and walking activities related to inspecting property. Constant need to perform the following physical activities: grasping, turning, finger dexterity. Occasional need to stand for long periods of time. Lifting/carrying up to 25 lbs. frequently and 45 lbs. occasionally. Vision requirements: constant need to view small print. Frequent need to see small details and things clearly beyond arms’ reach. Hearing requirements: constant need to speak on telephone and/or two‑way radio, respond to general public and converse with staff. Ability to hear fire alarms and emergency equipment. NOTE A review of this description has excluded the marginal functions of the position that are incidental to the performance of fundamental job duties. All duties and requirements are essential job functions. This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position. Employees will be required to perform any other job‑related duties assigned by their supervisor. This document does not create an employment contract, implied or otherwise, other than an “at will” relationship. #J-18808-Ljbffr