Hotel Front Desk & Food and Beverage Supervisor

Description

The Haus Experience Supervisor is a hands-on working supervisor responsible for coordinating the daily activities of the Haus Experience Service (HES) team across Front Desk and Lüft Café & Bar.

This position works alongside the team, serving guests, supporting check-ins, preparing beverages, and assisting with food service while providing clear direction, coaching, and follow-through. The supervisor assigns daily tasks, coordinates shift coverage, checks work quality, and reinforces consistent service standards.

Success requires practical experience in hotel guest services and hospitality food and beverage operations, including restaurant and bar service, strong working knowledge of MEWS PMS, and confidence using food and beverage POS systems.

Working under the direction of the General Manager, and in coordination with the Operations Manager, the supervisor ensures the team is prepared, supported, and accountable for delivering a welcoming, efficient, and consistent guest experience.

Key Responsibilities

Guest Experience & Front Desk Operations

• Supervise daily Front Desk activities and work scheduled operational shifts alongside the HES team.
• Conduct shift briefings, assign responsibilities, and ensure complete, accurate handovers.
• Review arrivals, departures, room assignments, special requests, and outstanding guest matters.
• Coordinate room readiness with Housekeeping and communicate maintenance needs promptly.
• Use MEWS to process and verify reservations, check-ins, check-outs, payments, folios, and approved billing adjustments.
• Check reservation accuracy, outstanding balances, and payment follow-up, referring unresolved matters to management.
• Support online check-in and guest access procedures, including troubleshooting and escalation.
• Ensure guests receive clear information about Front Desk hours, after-hours assistance, amenities, and property services.
• Check cash handling, shift closeouts, and payment reconciliation against established procedures.
• Resolve routine guest concerns within approved guidelines and escalate matters outside delegated authority.
• Respond to 100% of guest reviews across all channels promptly, using a professional and personalized tone.
• Maintain organized workstations, accurate shift records, and current operating checklists.

Food & Beverage Operations (Lüft Café & Bar)

• Supervise daily café, restaurant, and bar service while actively assisting with coffee preparation, beverage service, food preparation, and guest service.
• Assign opening, closing, preparation, service, and cleaning duties, and verify completion.
• Coach the team on coffee preparation, responsible liquor service, menu knowledge, and attentive service.
• Check recipe adherence, portion sizes, presentation, and consistency.
• Ensure the team follows allergen procedures and refers uncertain requests to the appropriate person.
• Check food storage, temperatures, labelling, stock rotation, and sanitation records against established procedures.
• Use Toast POS accurately and reinforce correct ordering, modifiers, payment processing, discounts, and closeouts.
• Check that POS items and pricing match approved menus, reporting discrepancies for correction.
• Complete inventory counts, monitor stock levels, and prepare replenishment requests within approved guidelines.
• Check deliveries and invoices for quantities, quality, and accuracy.
• Monitor waste, record discrepancies, and reinforce practical controls.
• Ensure adherence to local government liquor-serving laws.
• Report equipment faults, food safety concerns, and liquor service issues promptly.

Team Supervision & Accountability

• Provide clear daily direction and confirm that assigned work meets service and operational standards.
• Prepare weekly HES schedules for management approval, reflecting forecast demand and approved staffing guidelines.
• Coordinate breaks, attendance, call-outs, and shift coverage, escalating changes requiring approval.
• Assign team members between Front Desk and Lüft according to guest demand and demonstrated skills.
• Deliver onboarding and cross-training using approved procedures and training checklists.
• Verify practical competencies and identify further training needs.
• Provide timely, constructive coaching and follow up on agreed improvements.
• Document attendance concerns, performance observations, and repeated service or procedural issues for management review.
• Contribute factual feedback to probationary and annual performance reviews.
• Refer formal disciplinary matters and employment decisions to management.
• Reinforce respectful communication, personal accountability, and cooperation across departments.

Daily Coordination & Service Support

• Maintain clear communication with Housekeeping, Maintenance, and management throughout each shift.
• Check public-facing areas for cleanliness, presentation, and operational readiness.
• Follow up on reported deficiencies and communicate unresolved issues at handover.
• Support approved events, group arrivals, and property tours through preparation, service, and team coordination.
• Share accurate information about Gravity Haus memberships, amenities, and local experiences.
• Encourage appropriate room upgrades and food and beverage recommendations using approved pricing and offers.
• Maintain departmental supplies and report replenishment needs.
• Follow emergency procedures and promptly escalate safety, security, and significant operational concerns.
• Suggest practical improvements to daily routines, service delivery, and team efficiency.

Scope of Authority

The Haus Experience Supervisor may:

• Assign daily duties and adjust shift priorities within approved staffing guidelines.
• Coordinate routine coverage and breaks within the approved schedule.
• Provide operational instruction, training, and immediate coaching.
• Resolve routine guest concerns and process adjustments within approved limits.
• Request supplies and prepare orders within established purchasing procedures.

Management approval is required for:

• Hiring and termination.
• Formal disciplinary action.
• Compensation changes.
• Unapproved overtime.
• Expenditures outside delegated limits.
• Pricing changes.
• Exceptions beyond established guest recovery guidelines.

What We’re Looking For

• Previous hospitality experience in both hotel guest services and food and beverage operations.
• Demonstrated experience supervising employees, assigning work, and following up on results.
• Strong working knowledge of MEWS PMS.
• Practical knowledge of restaurant, café, and bar operations, including service flow, beverage preparation, basic food preparation, and opening and closing procedures.
• Proficiency with food and beverage POS systems; Toast experience strongly preferred.
• Understanding of cash handling, payment reconciliation, inventory, portion control, and waste prevention.
• Strong guest service skills, with the ability to resolve concerns calmly and professionally.
• Clear communication, sound judgment, and consistent attention to detail.
• Ability to move confidently between Front Desk and Lüft while maintaining service standards.
• Strong organization, reliable follow-through, and confidence addressing performance concerns respectfully.
• Ability to recognize when an issue requires management involvement.
• Current Serving It Right and FOODSAFE Level 1 certifications. 

Physical Requirements 

• Ability to stand for extended periods. 
• Ability to lift up to 50 lbs occasionally. 
• Flexibility to work weekends, holidays, and varying shifts as needed. 

About Gravity Haus 

Gravity Haus is a community-driven adventure lifestyle brand with hotels, restaurants, and experiences that empower a modern way of travel. We create spaces where locals and travelers connect, refuel, and play — all rooted in the spirit of the outdoors and intentional living. 

At the heart of everything we do are our core values, which guide our culture, service, and growth: 

• Keep Growing 
• Bring Others Along 
• Create Powerful Moments 
• Be “All-In” + Go the Distance 
• Make it Better than You Found It 

We’re looking for team members who share these values and want to make a meaningful impact in both their work and community. 

What We Can Offer You 

When you join Gravity Haus, you’re not just taking a job — you’re stepping into a community with benefits, perks, and opportunities to grow. Full-time team members enjoy health insurance and an All-In Gravity Haus Membership that includes adventure perks like discounted stays, gear rentals, wellness programming, and more. Part-time team member benefits vary.