Front Office Supervisor

About the Role

As a Front Desk Supervisor, you will oversee the daily operations of the Front Desk Department and Guest Service areas, ensuring that all interactions meet the highest hotel standards for guest satisfaction. Acting as the primary point of contact for guests and other departments in the absence of the Front Office Manager, you will drive the "WELCOME" process, enforce the 15/10 rule, and ensure efficient check-outs and telephone service. Your leadership ensures that every guest is recognized professionally, from proper identification handling to the seamless resolution of complaints.

Day in the Life

Your day begins with a review of expected arrivals, VIP reservations, and special requests to ensure pre-registration and proper room blocking. You will lead "Buzz sessions" to brief staff on daily room availability and operational updates, while coordinating with the Night Audit and other shifts to maintain continuity. Beyond managing the front desk and telecommunications teams, you will oversee the Corporate Connect Lounge, manage inventory for printing supplies, and step in to supervise the Valet and Bell Departments when needed. You will also be responsible for training associates on SOPs, conducting performance reviews, and ensuring all daily reports and audits are completed accurately.

Hiring Process

Candidates selected for this role will undergo a standard interview process to assess their leadership capabilities, customer relations skills, and operational knowledge. Successful applicants will be required to complete training during overnight hours to gain a clear understanding of the Night Audit shift.

Equal Opportunity & Culture

This position is with Grand Pacific Hotel Services, L.P., the owner and employer of associates at Cassara Tapestry. We are committed to maintaining a safe and effective operation in compliance with all federal, state, and local laws governing equal employment opportunity and civil rights. All employees are expected to maintain a neat, clean, and well-groomed appearance in accordance with Westin/Sheraton Carlsbad standards. Due to the cyclical nature of the hospitality industry, flexibility in scheduling is required to reflect business needs.