Front Desk Supervisor Hotel / Rooms Department

Tiempo Completo

Cambria Hotel Calabasas - Malibu is currently seeking an experienced Front Office Supervisor/Leader. As a rockstar in the Front Office you will help us craft inspired workplaces that enable all Associates to deliver kick-ass guest experiences and maximize investor returns! This could be the perfect opportunity to advance your career with a growing and exciting hotel management company!

Front Office Supervisor Position Summary

The Front Office Supervisor is a hospitality-driven leader who is passionate about creating exceptional guest experiences and building positive relationships with both guests and team members. This role is responsible for supporting the daily operations of the Front Office while serving as a visible leader throughout the hotel. The ideal candidate thrives in a fast-paced environment, remains calm under pressure, enjoys solving complex guest concerns, and leads by example through professionalism, accountability, and service excellence.

This position requires a strong balance of operational leadership, administrative organization, guest engagement, and team coaching. The Front Office Supervisor will assist the Front Office Manager with training, scheduling, guest recovery, and departmental communication while ensuring the highest level of service is consistently delivered.

Essential Duties & Responsibilities Guest Experience & Service Excellence

• Deliver exceptional hospitality and create memorable guest experiences.
• Serve as the primary point of contact for guest concerns, complaints, and escalated situations.
• Resolve complex guest issues with professionalism, empathy, and urgency.
• Maintain guest confidence through prompt, courteous, and effective communication.
• Ensure all guests receive the highest level of service from arrival through departure.
• Conduct property walks and proactively identify opportunities to improve the guest experience.

Front Office Operations

• Support the daily operation of the Front Office and collaborate with Housekeeping, Engineering, and Food & Beverage to ensure seamless hotel operations.
• Assist with check-ins, check-outs, reservations, room assignments, and guest requests during peak periods.
• Ensure compliance with all hotel policies, procedures, and brand standards.
• Participate in the Manager on Duty (MOD) program and respond to operational needs as required.
• Monitor and follow up on guest requests, maintenance issues, and service recovery opportunities through Quore and other hotel systems.

Leadership & Team Development

• Lead by example through professionalism, positivity, accountability, and service excellence.
• Coach and support Front Desk Agents to achieve high levels of performance and guest satisfaction.
• Assist with onboarding and training new associates.
• Provide real-time feedback and recognition to team members.
• Foster a culture of teamwork, communication, and continuous improvement.
• Support progressive discipline and performance management processes when necessary.

Administrative & Financial Responsibilities

• Assist with gift shop inventory and ordering.
• Monitor labor productivity and assist in controlling labor costs.
• Complete administrative duties accurately and timely.
• Prepare reports, presentations, meeting notes, and operational documentation.
• Maintain organized records and ensure operational follow-up items are completed.

Technology & Systems

• Utilize hotel systems and technology to drive operational efficiency.
• Demonstrate proficiency in Microsoft 365, including:
  • Outlook
  • Word
  • Excel
  • PowerPoint
  • Teams
• Use Quore and other hotel systems to manage guest requests, service recovery, and departmental communication.
• Learn and utilize additional hotel technology platforms as required.

Qualifications Required

• Minimum 1-2 years of hotel Front Office supervisory or leadership experience.
• Exceptional guest service and guest recovery skills.
• Strong problem-solving and conflict-resolution abilities.
• Ability to remain calm and professional in high-pressure situations.
• Strong organizational and multitasking skills.
• Excellent verbal and written communication skills.
• Strong computer proficiency, including Microsoft Office 365.
• Ability to work flexible schedules including weekends, evenings, and holidays.

Preferred

• Experience with Quore, Choice Advantage, OTA Extranets, Medallia, and hotel operating systems.
• Previous experience participating in MOD programs.
• Experience with scheduling, labor management, and team coaching.
• Hospitality, hotel management, or related education preferred.

Ideal Candidate

The Ideal Front Office Supervisor Is Someone Who

• Loves people and genuinely enjoys creating meaningful guest connections.
• Has a passion for hospitality and delivering exceptional service.
• Leads by example and earns the respect of the team through action.
• Is tech-savvy and comfortable learning new systems.
• Can confidently handle guest escalations and difficult conversations.
• Is organized, dependable, and detail-oriented.
• Balances administrative responsibilities with hands-on operational leadership.
• Takes ownership, shows initiative, and consistently looks for ways to improve the operation.
• Understands that great hospitality starts with taking care of both guests and fellow team members.

#HCareers

ABOUT US

24seven Hotels is a premium-branded lifestyle and select-service-focused hotel management company that believes better is always possible—for our investors, our partners, our associates and our guests. We operate in a sweet spot—large enough to be well-resourced and effective; small and specialized enough to offer accessibility and expertise in operations, investment and development. As a company, we value one-on-one relationships above all else. Whether you’re an associate, a partner or an investor/owner, we’re here for you—day in and day out. Ensuring our associates are able to successfully grow in their careers, and our owners are able to successfully grow their investment.

Our hotel brand partners include Marriott, Hilton, Hyatt, IHG and Choice.

For more information on Twenty Four Seven Hotels, visit www.247hotels.com. Instagram: @247hotels Facebook: @247hotels

Twenty Four Seven Hotels is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture. Twenty Four Seven Hotels does not discriminate on the basis of disability, veteran status or any other basis protected under federal, state or local laws

Notice To California Applicants

The California Privacy Rights Act requires that applicants be informed that Twenty Four Seven Hotels will collect certain personal information during the application process. Personal information collected may include each applicant’s real name, email address, postal address, and similar identifiers. Additionally, Twenty Four Seven Hotels may collect professional and employment-related information, and education information. Twenty Four Seven Hotels does not collect sensitive personal information during the application process.

Twenty Four Seven Hotels will use the personal information collected to contact and communicate with applicants, and to assess each applicant’s qualifications for the job(s) to which they apply. Twenty Four Seven Hotels may also use and share Personal Information as reference checks are conducted. Twenty Four Seven Hotels may also share certain Personal Information provided by applicants to service providers who are engaged by Twenty Four Seven Hotels to conduct criminal background checks. The Personal Information collected will be retained at least two years from the time an application is submitted, and may be retained as long as seven years after termination of employment for applicants who are employed by the Company. Twenty Four Seven Hotels does not sell Personal Information provided by applicants.

Applicants have the right to request that Personal Information collected by Twenty Four Seven Hotels during the application process be deleted or to request that inaccurate Personal Information be corrected by submitting the request in writing to Twenty Four Seven Hotels, 19800 MacArthur Boulevard, Suite 1100, Irvine, CA 92612 or by contacting the People Resources and Development Department by dialing 949-734-6400.