Front Office Supervisor

Hotel Name: M Social Sunnyvale Location: Onsite – Sunnyvale, CA Salary Range: $32.00 Hourly Join the Team at M Social Sunnyvale At M Social Sunnyvale , we don’t just welcome guests—we create moments, spark connections, and bring energy to every interaction. Designed for the young at heart, M Social delivers a bold and vibrant hospitality experience. About M Social Sunnyvale As the first ground-up M Social in the U.S., this innovative property features 263 rooms, a dynamic courtyard, and the signature Beast & Butterflies social hub. Located in Silicon Valley, the hotel blends technology, design, and social connectivity to create a unique guest experience. As part of Millennium Hotels & Resorts, a global hospitality leader with over 145 hotels across key destinations worldwide, our hotel is backed by a legacy of quality, consistency, and service excellence—driven by a passion for hospitality, an entrepreneurial spirit, innovation, and a progressive, solutions-oriented approach. At Millennium, we are guided by our core values: Passion for Hospitality – Delivering meaningful and memorable guest experiences Entrepreneurial – Taking ownership and acting with agility Innovation & Progressive – Continuously improving how we operate and serve Solutions & Results Oriented – Staying adaptable and focused on results These values shape how we work, how we lead, and how we create exceptional experiences for our guests and our teams. About the Role: As our Front Office Supervisor , you will help lead the day-to-day operations of the Front Office while creating a welcoming, seamless, and memorable experience for every guest. You will serve as a key leader on the floor, supporting Front Desk, Guest Services, and other Front Office team members while ensuring service standards and hotel procedures are consistently followed. You will be a visible presence for both guests and employees—coaching the team, resolving guest concerns, supporting operational needs, and helping create the energetic and social environment that defines M Social. This role is ideal for a hospitality professional who leads by example, enjoys connecting with people, and thrives in a fast-paced environment where no two days are the same. Your Impact – Creating Exceptional Arrivals & Stays You will help set the tone for every guest's experience from the moment they arrive. Through thoughtful service, strong communication, and hands‑on leadership, you will help ensure every guest feels welcomed, connected, and part of the M Social experience. What You'll Be Doing Front Office Operations Supervise daily Front Office operations, ensuring smooth and efficient guest service Support the Front Office Manager with the overall operation of the department Monitor arrivals, departures, room availability, and guest requests Ensure accurate check‑in and check‑out procedures are followed Review room assignments and assist with resolving room availability challenges Monitor the lobby and Front Office area to ensure a welcoming and engaging environment Ensure all Front Office procedures are followed in accordance with hotel standards Assist with opening and closing procedures and daily operational tasks Maintain awareness of hotel occupancy, VIP arrivals, groups, special events, and operational priorities Guest Experience Welcome guests warmly and create a positive first and last impression Engage with guests throughout their stay and anticipate their needs Handle guest concerns, complaints, and service recovery situations professionally Empower team members to resolve guest issues while knowing when to elevate matters Follow up on guest concerns to ensure complete resolution Recognize VIPs, repeat guests, and special occasions Promote hotel amenities, outlets, events, and M Social experiences Look for opportunities to personalize the guest experience and create memorable moments Team Leadership & Coaching Lead by example and consistently demonstrate M Social service standards Supervise, coach, and support Front Office team members during each shift Conduct shift briefings and communicate important hotel information Provide real‑time coaching and feedback to team members Assist with training new employees on Front Office procedures, systems, and service expectations Monitor employee performance, attendance, appearance, and adherence to hotel policies Recognize team members for exceptional service and contributions Foster a positive, inclusive, and collaborative team environment Support the Front Office Manager with scheduling and staffing needs as required Financial & Operational Controls Ensure accurate handling of cash, credit cards, room charges, and other forms of payment Monitor and balance Front Office transactions according to hotel procedures Ensure proper authorization and documentation for discounts, adjustments, refunds, and complimentary services Review reports and identify discrepancies requiring follow‑up Maintain awareness of room rates, packages, promotions, and upselling opportunities Encourage the team to identify appropriate opportunities to enhance guest stays and hotel revenue Communication & Collaboration Communicate effectively with Housekeeping regarding room status, priorities, and guest requests Partner with Reservations regarding bookings, modifications, and special requests Work closely with Engineering to address maintenance issues affecting guests Coordinate with Food & Beverage, Sales, and other departments to support the overall guest experience Communicate important information during shift changes and daily briefings Maintain clear and professional communication with hotel leadership Assist with emergency situations and follow established hotel procedures Quality Assurance & Compliance Ensure Front Office operations comply with company policies, hotel standards, and applicable regulations Protect guest privacy and confidential information Ensure proper handling and documentation of guest complaints and incidents Follow established procedures for lost and found, safety, security, and emergency situations Monitor service standards and identify opportunities for improvement Support internal inspections, audits, and quality assurance initiatives Maintain a professional appearance and ensure team members meet established grooming and uniform standards Passion for hospitality and creating memorable guest experiences Strong leadership and team‑building skills Excellent communication and interpersonal skills Strong problem‑solving and decision‑making abilities Ability to remain calm and professional in a fast‑paced environment Strong organizational skills and attention to detail Ability to handle sensitive guest situations with professionalism and empathy Ability to prioritize multiple tasks and respond quickly to changing operational needs High level of integrity, professionalism, and accountability Genuine interest in connecting with guests and creating a social, welcoming environment Technical / Role‑Specific Requirements Minimum 2 years of Front Office or hotel guest service experience Previous supervisory or leadership experience in hospitality preferred Strong knowledge of hotel Front Office operations and guest service standards Experience with Opera Cloud or another hotel Property Management System preferred Knowledge of hotel check‑in/check‑out procedures, room status, reservations, and billing Experience handling cash, credit card transactions, and guest accounts Ability to use Microsoft Office and standard hotel technology Knowledge of hotel safety, security, and emergency procedures Familiarity with upselling and revenue‑generating guest service techniques preferred Preferred Qualifications Previous experience as a Front Desk Agent, Guest Services Agent, or Front Office Supervisor Previous experience in a full‑service hotel or resort environment Experience coaching and developing Front Office employees Experience with guest recovery and complaint resolution Experience working with VIP guests and special accommodations Strong knowledge of Opera Cloud or similar PMS Bilingual abilities are a plus Physical Requirements Ability to stand and walk for extended periods Ability to move throughout the hotel to support operational needs Ability to sit and work at a computer as needed Ability to lift and carry up to 20 pounds occasionally Ability to operate standard office and hotel equipment Ability to work varied shifts, including mornings, evenings, weekends, and holidays Education High school diploma or equivalent required Associate's or Bachelor's degree in Hospitality Management, Business Administration, or a related field preferred Equivalent combination of education and relevant hospitality experience may be considered where appropriate At Millennium Hotels & Resorts, we support our employees with a competitive benefits package designed to promote wellbeing and long‑term success: Medical, Dental & Vision Insurance Company-paid Life and AD&D Insurance Short‑Term and Long‑Term Disability Coverage 401(k) Retirement Plan with Company Match (where applicable) Paid Time Off & Paid Holidays Hotel Room Discounts across our global portfolio Employee Assistance Program (EAP) Benefits eligibility and offerings are subject to plan terms and company policy. Why Join Us At Millennium Hotels & Resorts, you’re not just taking on a role—you’re joining a global organization committed to people, performance, and growth. Whether you’re supporting operations behind the scenes or delivering service on the front line, your work contributes to a culture focused on hospitality, collaboration, and results. If you’re looking for an opportunity to grow, contribute, and make an impact, we invite you to join our team. #J-18808-Ljbffr Millennium & Copthorne Hotels