Front Desk Supervisor

Front Desk Supervisor

Pyramid Global Hospitality values people first. We foster a supportive and inclusive work environment that promotes diversity, growth, and wellbeing. Our commitment to a People First culture is reflected in our approach to employee development, benefits, and building meaningful relationships. We offer comprehensive health insurance, retirement plans, paid time off, and unique perks such as on-site wellness programs, local discounts, and employee rates on hotel stays. We also provide ongoing training and development opportunities to help our people advance their careers.

The Sandman is an ideal launch pad for exploring Sonoma Wine Country. An affordable and inviting option among Santa Rosa, California hotels, Sandman is located just off US-101, mere minutes from the area's best wineries and breweries, dining, outdoor activities, and downtown businesses. Channeling a tropical-meets-Californian-bohemian flare, the Pool House & Bar offers refreshing cocktails with an al fresco ambiance. Sandman's year-round heated pool and hot tub encourage lingering afternoons in the sunshine. Our spacious Backyard is complete with adirondack chairs, fire tables, a bocce court, and cornhole.

Overview

The Front Desk Supervisor is responsible for overseeing the daily operations of the front desk to ensure a smooth check-in and check-out experience for all guests. This position serves as a key liaison between guests, staff, and management, ensuring exceptional service delivery and problem resolution. The ideal candidate leads by example, promotes a positive work environment, and maintains the highest standards of guest satisfaction.

Essential Duties and Responsibilities :

• Supervise front desk staff during assigned shifts, ensuring proper procedures and service standards are followed.
• Provide training, coaching, and feedback to front desk agents to support their professional growth.
• Manage guest check-in / check-out processes efficiently, using the property management system (PMS).
• Handle guest complaints and concerns professionally and promptly, ensuring complete guest satisfaction.
• Assist with reservations, room assignments, billing, and special guest requests.
• Monitor lobby activity and uphold the hotel's safety and security protocols.
• Collaborate with housekeeping and maintenance departments to ensure room readiness and guest requests are met.
• Balance and audit shift reports and cash drawers; ensure financial accuracy.
• Act as Manager on Duty (MOD) as needed, representing hotel management in the absence of senior leadership.
• Ensure a clean, organized, and welcoming front desk and lobby area.
• Promote hotel services, amenities, and local attractions to enhance guest experience.

Qualifications

High school diploma or equivalent required; college degree in hospitality or related field preferred. 2+ years of hotel front desk experience; 1+ year in a supervisory or leadership role preferred. Strong communication and interpersonal skills. Proficiency in hotel PMS (e.g., Opera, OnQ, Maestro, etc.). Ability to multitask and remain calm under pressure. Excellent problem-solving and conflict resolution skills. Must be flexible to work evenings, weekends, holidays, and overnight shifts if necessary. Standing for long periods; occasional lifting of up to 25 lbs. Fast-paced environment with frequent guest interaction.

Compensation Range : $23.00 / Hr. - $26.00 / Hr. based on qualifications and experience.