<p>The Front Office Supervisor leads the shift and sets the standard for service at the desk. You'll coach agents, manage queues and escalations, ensure accurate billing and cash controls, and coordinate with Housekeeping/Engineering to deliver a smooth arrival-to-departure experience.</p> <p>Key Responsibilities</p> <ul> <li> <p>Shift Leadership: Open/close the desk; run pre-shift huddles; assign boards/positions; monitor lobby flow and reduce wait times.</p> </li><li> <p>Guest Experience: Handle VIPs, special requests, and service recovery with urgency and empathy; maintain visible lobby presence.</p> </li><li> <p>Training & Coaching: Onboard new agents; provide real-time feedback on service, accuracy, and professionalism; reinforce SOPs.</p> </li><li> <p>Revenue Integrity & Controls: Ensure rate accuracy, upsell programs, payment authorizations, and folio accuracy; oversee banks, deposits, refunds, chargebacks, and direct-bill procedures.</p> </li><li> <p>Reports & Night Audit Support: Review arrivals/no-shows/variance/exception reports; support night audit and distribute daily packs as needed.</p> </li><li> <p>House Status & Coordination: Partner with Housekeeping/Engineering on room readiness, OOO/OOI management, and rapid turnarounds; communicate early arrivals/late checkouts.</p> </li><li> <p>Systems & Compliance: Serve as go-to for PMS/POS/payment terminals; uphold PCI, ADA, privacy, and safety policies; maintain accurate logs and incident reports.</p> </li><li> <p>Communication: Answer phones/emails professionally; relay updates to next shift and leadership; manage lost & found and key control.</p> </li><li> <p>Admin & Supplies: Help with scheduling/timekeeping, ordering, and inventory of front office supplies.</p> </li></ul> <p>Benefits We Offer:</p> <ul> <li>Competitive Salary: A comprehensive and competitive compensation package. </li><li>Performance Bonuses: Based on company and individual performance. </li><li>Health Benefits: Full medical, dental, and vision coverage. </li><li>Retirement Savings: 401(k) plan with company match to help secure your financial future. </li><li>Paid Time Off (PTO): Generous vacation, sick leave, and paid holidays to promote work-life balance. </li><li>Professional Development: Opportunities for career advancement, mentorship, and ongoing learning. </li><li>Employee Discounts: Discounts on hotel stays and services across PHM properties. </li><li>Wellness Programs: Access to health and wellness initiatives to support a balanced lifestyle. </li><li>Flexible Work Environment: Options for flexible scheduling and work arrangements to promote work-life balance. </li></ul> <p>Performance Hospitality Management (PHM) is an Equal Opportunity Employer (EEO):</p> <p>PHM is committed to diversity, equity, and inclusion in the workplace. We provide equal employment opportunities to all qualified individuals regardless of race, color, religion, gender, gender identity, sexual orientation, national origin, disability, or age. We embrace diversity and are committed to creating an inclusive environment for all employees.</p>