Front Office Supervisor

About the role

The Front Office Supervisor works closely with the Manager of Front Office to oversee the daily operations of the front desk, ensuring exceptional guest experiences and smooth check-in and check-out processes. The Supervisor plays a vital role in handling guest inquiries and collaborating with other hotel departments to maintain high service standards and guest satisfaction.

Responsibilities

• Supervise the front desk, providing guidance, coaching, and support to ensure high-quality service delivery
• Supervise the check-in and check-out processes, ensuring efficiency, accuracy, and adherence to the hotel's policies and procedures
• Handle guest inquiries, requests, and complaints, striving to resolve issues promptly and to the guest's satisfaction
• Cook up with the reservations team to manage room inventory, handle room allocations, and maximize room revenue
• Ensure a welcoming and efficient reception for all guests, visitors, and vendors
• Supervise cash handling procedures, including the processing of guest payments, room deposits, and billing adjustments
• Aid in training front office staff on service standards, guest relations, and hotel policies to maintain a knowledgeable and service-oriented team
• Supervise front office shifts and ensure smooth handovers between shifts to maintain continuous guest service
• Collaborate with other hotel departments, such as housekeeping, concierge, and maintenance, to address guest needs and maintain efficient operations
• Conduct regular inspections of front office areas, ensuring cleanliness, organization, and adherence to brand standards

Qualifications

• Bachelor’s Degree in business, Hospitality, Hotel, or related field and/or equivalent combination of education and experience
• Minimum of one (1) year of experience in Front Desk, VIP Services, or Casino Services for a large-scale, luxury resort
• Minimum of six (6) months of supervisory/management experience in Front Desk or Guest Services
• Proficient with HMS
• Knowledge of Front Desk operations in a high-volume luxury hotel, gaming preferred
• Highly motivated and energetic personality with a strong commitment to excellence in hospitality
• Ability to maintain composure when working in busy and stressful situations
• Ability to manage, prioritize, and delegate multiple projects simultaneously in a fast-paced environment
• Ability to maintain the confidentiality of sensitive guest and company information
• Proficient in Microsoft application tools, including but not limited to Microsoft Word, PowerPoint, Excel, and Outlook
• Knowledge of all aspects of hotel operations, including revenue optimization, resort services, and back-of-house operations
• Extensive technical literacy, with a strong understanding of hospitality management programs and other hotel technology innovations (automation, smart rooms, etc.)
• Ability to actively influence and drive collaboration with individuals or groups at various levels within and outside of the organization
• Demonstrated ability in maintaining consistent, high-quality service levels
• Willingness and ability to work a flexible schedule to include nights, holidays, and weekends
• Work in a fast-paced, busy, and somewhat stressful environment

Supervisory Responsibilities

This position does not have any direct supervisory responsibilities.

Diversity Commitment

Fontainebleau Las Vegas is committed to ensuring an inclusive space and sense of belonging for our Members. We believe our workforce should reflect the vast diversity of the communities we serve, and that diverse voices should be intentionally integrated into our work. We foster a culture of difference and diversity of identity, experience, and perspective, while actively striving for inclusive behaviors across our Company. By promoting these values and continuously pushing for better, we aim to create a positive work environment that encourages equality, inclusion, empowerment, and respect.

Pay Transparency

Fontainebleau Las Vegas believes in developing and supporting our talent into the future. Our compensation program is designed to attract, motivate, and retain talented Members who are the driving force behind the Company's success. We strive to provide market-competitive compensation. Salary will be commensurate with experience and skill set, considering a candidate's qualifications, skills, competencies, and experience, as well as internal equity and market data alignment.

Schedule

Member could be exposed to an environment containing unrestricted secondhand tobacco smoke.