Hotel Front Office Supervisor ($500 Sign-On + $500 Retention Bonus) - All New Martis Valley Lodge Tapestry by Hilton - Truckee, CA

About the role

Martis Valley Lodge is seeking a dynamic, driven, service‑oriented Front Office Supervisor to join our team. Schulte Hospitality Group’s success is rooted in its service culture: to exude hospitality, be respectful and authentic, prioritize the needs of internal and external stakeholders, and continuously strive to make a positive impact. We are passionate hoteliers eager to add like‑minded people to our rapidly growing team.

Responsibilities

• Reports directly to the General Manager.
• Provide the highest quality of service to guests at all times; anticipate and exceed guest expectations.
• Assign specific duties to staff for efficient department operation.
• Assist in training new associates and cross‑training existing associates.
• Assist in interviewing and hiring new associates for the department.
• Promote teamwork and associate morale; treat people with respect and recognize successes.
• Maintain thorough knowledge of emergency procedures and ensure staff responds appropriately; assist the Emergency Response Team as necessary.
• Know the location and use of fire extinguishers.
• Monitor daily room status, rates, discount rates, and packages; maintain current list of available rooms for walk‑in situations.
• Coordinate room blocking with Sales & Revenue teams for groups and negotiated rate accounts.
• Check guest reservations against arrival reports and resolve discrepancies.
• Ensure prompt and courteous service; pre‑register guests according to standards, stay requests, and availability.
• Lead hotel upsell and ancillary revenue collection efforts.
• Complete and monitor employee schedules.
• Monitor VIP arrivals using Hilton CRM Best Guest and Top 100 reports; identify and assign VIPs.
• Notify Maintenance of issues, log them in Quore, and follow up with department leaders to avoid out‑of‑order rooms.
• Keep track of rooms to ensure accurate status and readiness for check‑in.
• Hire, coach, and discipline direct reports.
• Interact positively and professionally with guests to resolve issues.
• Demonstrate knowledge of EEO policy, Fair Employment Practices, and Fair Labor Standards Act; promote a harassment‑free work environment.
• Act as Manager on Duty as required.