Front Desk Supervisor (P.M. Shift)

Description

Job Summary

MacArthur Place is seeking a Front Desk Supervisor to support our Front Office team during the evening shift. This hands-on role provides shift-level support to front desk associates while delivering exceptional guest service and assisting with daily front office operations.

Working closely with the Front Office Manager, the Front Desk Supervisor helps ensure smooth arrivals and departures, effective communication, adherence to service standards, and a welcoming luxury guest experience.

Essential Responsibilities

Front Office Operations & Guest Service

• Provide shift-level guidance and operational support to front desk associates during assigned shifts.
• Assist with guest arrivals, departures, room assignments, reservations, billing  questions, and account concerns.
• Monitor arrivals, departures, VIP guests, special requests, occupancy information, and room status updates.
• Review shift notes and communicate operational priorities, service expectations, and important guest information.
• Follow established front desk procedures, hotel standards, and brand guidelines.
• Deliver Forbes-level guest service and assist with guest requests, concerns, and service recovery opportunities.
• Maintain a professional and welcoming presence in the lobby and front desk area.
• Escalate complex guest concerns or operational issues to management.

Team & Operational Support

• Support front desk associates with procedures, service standards, and daily operational needs.
• Assist new associates with training support and understanding front desk processes.
• Answer routine operational questions and provide assistance during busy periods.
• Communicate observations and operational concerns to the Front Office Manager.
• Promote teamwork, communication, and a positive work environment.
• Assist with break coverage and shift organization as needed.
• Provide support to other guest service areas as needed to create a seamless guest experience.

Administrative & Financial Responsibilities

• Follow established cash handling and front desk accounting procedures.
• Assist with cashier balancing, shift audits, and required documentation.
• Review guest folios and assist with billing discrepancies.
• Process approved payments, adjustments, refunds, and deposits according to hotel procedures.
• Maintain confidentiality of guest information and hotel records.
• Complete required shift reports and maintain accurate guest and operational records.
• Follow established rate, upgrade, and inventory procedures while assisting guests with room options.
• Assist the Front Office Manager with daily operational needs, training support, and implementation of established procedures.
• Complete pre- and post-shift duties as assigned.

Communication, Safety & Compliance

• Communicate with Housekeeping, Engineering, Security, and other departments regarding guest needs and operational updates.
• Provide accurate shift notes and escalate safety concerns, incidents, or service issues appropriately.
• Monitor lobby presentation, front office equipment, supplies, and operational readiness.
• Support lost-and-found procedures and maintain a safe environment for guests and employees.
• Follow all hotel policies, procedures, safety requirements, reporting standards, and service expectations.

Technology & Systems

• Utilize Property Management Systems (Maestro, Opera, or similar), reservation platforms, and POS systems.
• Maintain accurate guest profiles, reservations, and operational records.
• Utilize Microsoft Office applications (Outlook, Word, Excel, Teams) for assigned reporting and communication.
• Use front office systems and reports to support daily operations.
• Report system issues and coordinate support requests as needed.
• Adapt to new technologies that enhance operational efficiency and guest service.

Qualifications & Skills

• Previous hotel front desk or guest service experience required.
• Previous lead or supervisory experience preferred.
• Knowledge of front office operations and guest-facing hospitality standards.
• Strong communication, organization, and problem-solving skills.
• Ability to remain calm, professional, and solution-oriented in a fast-paced environment.
• Ability to follow procedures and provide support to team members.
• Experience with hotel property management systems preferred.
• Ability to work evenings, weekends, holidays, and varying schedules as needed.
• Ability to obtain or maintain required certifications, including Food Safety and Responsible Beverage Service (RBS), if applicable.

Physical Requirements

• Ability to stand and walk for extended periods while performing Front Office responsibilities.
• Ability to lift, push, pull, and carry up to 40 pounds as needed.
• Ability to work indoors and outdoors in varying conditions.
• Ability to navigate guest areas and operational spaces while supporting guest needs.
• Ability to work flexible schedules, including evenings, weekends, holidays, extended shifts, and peak business periods.

Working Conditions

• Fast-paced luxury hospitality environment with frequent interaction with guests, clients, vendors, and employees.
• Requires professionalism, adaptability, and the ability to respond appropriately in high-demand operational situations.
• Exposure to varying weather conditions, temperatures, and typical hotel operating environments.

Core Competencies

• Forbes Standards & Guest Service
• Supervisor Skills
• Communication
• Team Support
• Reliability
• Problem Solving
• Attention to Detail
• Professionalism
• Organization
• Adaptability
• Hospitality Mindset

About MacArthur Place

Originally a historic estate, MacArthur Place has evolved into Sonoma’s premier luxury resort, featuring 69 elegantly designed rooms, farm-to-table dining, curated wine tastings, a tranquil spa, an outdoor heated pool, and a state-of-the-art fitness center.

Our dedicated team is passionate about creating unforgettable guest experiences while fostering a culture of excellence, diversity, and inclusion.

Equal Employment Opportunity

MacArthur Place Hotel & Spa is committed to creating a diverse and inclusive workplace. We provide equal employment opportunities and reasonable accommodations in accordance with applicable laws and strive to foster an environment where every team member feels valued, respected, and empowered to succeed.

Other Duties:
This job posting provides an overview of responsibilities and is not intended to be an exhaustive list of duties. The Front Desk Supervisor must remain flexible to support hotel operations, business needs, special events, and changing priorities, including evenings, weekends, holidays, and extended hours as required.