About the Job 

The Front Desk Supervisor is responsible for leading and supervising the Front Office team to ensure seamless daily operations and the highest standards of guest satisfaction. This role serves as a key ambassador of the Resort, ensuring every guest interaction reflects our ultra-luxury service philosophy and commitment to excellence. 

The Front Desk Supervisor acts as a role model for Reception-Concierge Agents, providing guidance, coaching, and operational oversight while maintaining exceptional service delivery. The position requires strong leadership, attention to detail, and ownership of guest experiences from arrival to departure. 

About You 

You are a service-driven leader with a passion for hospitality and a natural ability to inspire teams. You thrive in a fast-paced luxury environment and understand that every guest interaction is an opportunity to exceed expectations. 

You are organized, solution-oriented, and confident in handling guest concerns with professionalism and empathy. You take ownership, lead by example, and continuously seek operational excellence. Your attention to detail, communication skills, and ability to remain composed under pressure set you apart. 

You believe in teamwork, accountability, and creating a positive working environment where colleagues feel supported and empowered. 

Key Responsibilities 

• Supervise daily Front Desk operations to ensure efficiency, accuracy, and service excellence. 

• Ensure compliance with Resort policies, grooming standards, and operational procedures. 

• Lead by example, inspiring the team to deliver personalized, joyful, and ultra-luxury guest experiences. 

• Monitor and enforce hygiene, safety, and Lost & Found procedures. 

• Ensure workspace cleanliness, disinfection protocols, and equipment functionality. 

• Attend and cascade information from Front Office briefings. 

• Maintain effective communication with all departments to ensure smooth operations. 

• Handle guest concerns professionally, taking full ownership and ensuring prompt resolution. 

• Supervise check-in and check-out processes to guarantee accuracy and efficiency. 

• Oversee reservation handling (individual and group), room assignments, and upselling opportunities. 

• Review high balances and ensure proper reauthorizations. 

• Supervise coordination of itineraries, transportation, restaurant reservations, and activities. 

• Review End-of-Shift reports and ensure proper shift handover. 

• Support scheduling needs in coordination with Resort Assistant Managers. 

• Take leadership responsibility in the absence of the Resort Assistant Manager. 

• Ensure correct use of systems including Opera PMS, ALICE, SAGA, Applinet, American Express terminals, and related platforms. 

• Manage stationery, printing supplies, and operational inventories. 

• Post transportation charges in coordination with the Connectivity Center Supervisor. 

• Perform any additional operational duties as required by Front Office Management. 

Requirements 

• Minimum 2–3 years of Front Office experience in a luxury hospitality environment. 

• Previous supervisory experience preferred. 

• Strong knowledge of Opera PMS (required). 

• Experience with guest service platforms such as ALICE and preference management systems. 

• Advanced problem-solving and conflict resolution skills. 

• Excellent verbal and written communication skills in English (additional languages are an asset). 

• Strong leadership and team development skills. 

• Ability to work flexible schedules, including weekends and holidays. 

• High level of professionalism, grooming, and presentation. 

• Strong attention to detail and financial accuracy in billing procedures. 

• Knowledge of luxury service standards and ultra-luxury guest expectations.