Front Office Supervisor

About the Role

We are seeking a Front Office Supervisor to ensure the completion of daily tasks related to Front Office Operations while delivering outstanding guest service. This role involves supervising team member performance, maintaining hotel standards, and overseeing key guest interactions such as check-in, check-out, and lobby management. The ideal candidate will have strong communication, organizational, and computer skills, along with previous hotel and/or supervisory experience.

Responsibilities

• Supervise the operations of the Front Desk.
• Maintain high productivity, employee morale, and guest service standards.
• Ensure compliance with all hotel policies and procedures.
• Assist the Front Office Manager (FOM) in training employees on guest services, brand standards, hotel policies, and PMS systems.
• Check guests in and out according to hotel and/or brand standards.
• Inform guests about hotel facilities, policies, and procedures.
• Provide tourist information to guests.
• Manage the hotel phone system, transfer calls, and take accurate messages.
• Handle guestroom reservations, modifications, and cancellations, reconciling them in all extranets.
• Address guest inquiries, requests, and complaints.
• Coordinate with other departments to fulfill guest special requests.
• Perform cashier duties, including cashing traveler’s checks and posting charges to guest accounts.
• Follow in-house security procedures to ensure the safety of guests and employees.
• Maintain cleanliness of the Front Office area.
• Notify the Front Office Manager of any issues involving guests, the hotel, or employees.
• Attend rooms and management meetings as required.
• Secure guest valuables by processing lost and found items according to policy.
• Enter group contracts, monitor room blocks, and liaise with the sales department.
• Complete daily room assignments and monitor unit usage and owner revenue.
• Ensure correct entry of timeshare reservations and allocations.
• Adhere to all work rules, procedures, and policies established by the hotel.
• Perform any additional duties assigned by management.

Requirements

• Minimum of six months of experience in a related field (hospitality preferred).
• Reliable transportation.
• Ability to pass pre-employment testing (e.g., drug test, background check).
• Full availability to work days, evenings, nights, weekends, and holidays.

Skills & Abilities

• Ability to stand for long periods of time.
• Ability to work in a fast-paced environment and maintain composure in difficult situations.
• Strong communication and interpersonal skills.
• Proficiency in reading, writing, and speaking English (multilingual skills a plus).
• Ability to follow and give written and oral instructions.
• Ability to handle stressful conflicts involving groups, individuals, and coworkers.
• Strong organizational and planning skills.
• Knowledge of leadership techniques.
• Ability to develop and maintain positive working relationships.
• Physical abilities: frequent reaching, bending, twisting, pulling, pushing, grasping, walking, standing, stooping, kneeling, running, sitting, climbing, and overhead reaching (less than 8 hours per day).
• Ability to frequently lift up to 30 pounds to chest height (less than 4 hours per day).

Pay

$17.00 per hour.

About Us

Established in 2011, Carter Hospitality Group, LLC is a family-owned hospitality company with 4 hotels and resorts and 3 wineries across the United States. Based in Orange County, California, the company manages and owns luxury properties including South Coast Winery Resort & Spa, Carter Estate Winery and Resort, and Carter Creek Winery Resort & Spa. Carter Hospitality Group also serves as the owner-franchisee for Radisson Hotel Orlando Lake Buena Vista South. Our purpose is to enrich lives by crafting exceptional environments and experiences.