Front Desk Supervisor

Position Purpose

The Front Desk Supervisor leads daily front desk operations, ensuring an elevated and seamless member and guest experience consistent with San Vicente West Village standards. This position serves as the direct support to the Front Desk Manager and provides hands-on leadership to the Front Desk Coordinators and Front Desk Agents, ensuring consistency, professionalism, and efficiency across all shifts. The Supervisor maintains operational excellence, supports training and development, and models the club’s high service and presentation standards at all times.

Duties and Responsibilities

Operational Oversight

• Monitor and support all Front Desk Agents and Coordinators, ensuring consistent adherence to service standards and SOPs.
• Oversee daily front desk operations, including reservations, check-ins, check-outs, and communications across SevenRooms, Peoplevine, and Opera.
• Ensure all phone, email, and text inquiries are handled promptly and with the highest level of professionalism.
• Verify room and dining assignments, cancellations, no-shows, and billing accuracy; assist with daily revenue reporting.
• Coordinate with Housekeeping, Security, Membership, and F&B to ensure guest needs and internal communications are seamlessly executed.
• Oversee preparation and distribution of daily menus, reports, and operational handoffs.

Leadership & Team Development

• Provide direction, guidance, and coaching to Front Desk Coordinators and Agents; delegate responsibilities appropriately and follow up to ensure completion.
• Act as the primary point of contact and decision-maker in the absence of the Front Desk Manager.
• Support the onboarding and training of new hires, reinforcing front desk standards, communication expectations, and operational workflows.
• Lead pre-shift meetings to communicate daily priorities, special events, and VIP arrivals.
• Conduct spot checks throughout shifts to ensure team readiness, presentation, and guest engagement meet brand expectations.

Guest & Member Relations

• Resolve escalated guest or member issues with empathy, discretion, and efficiency; document incidents and communicate them to management and Membership.
• Maintain a visible presence during peak arrival and departure times.
• Uphold all club rules and entry policies, ensuring guests and members are informed and compliant before entering the property.
• Anticipate guest needs and coordinate special requests with relevant departments to ensure flawless experiences.

Administrative & Operational Support

• Review daily reports including occupancy, revenue, and credit limit tracking.
• Support scheduling, timecard review, and coverage coordination for the front desk team.
• Maintain inventory of front desk supplies, collateral, and forms.
• Ensure the front desk area remains organized, service-ready, and aligned with brand presentation standards.

Collaboration & Communication

• Serve as the communication bridge between front-line staff and management.
• Partner with the Front Desk Manager to identify process improvements and implement new SOPs.
• Attend weekly departmental meetings and provide updates on staffing, service trends, and guest feedback.
• Foster collaboration and positive communication among front desk, housekeeping, membership, and F&B teams.

Qualifications

• 1–3 years of supervisory or senior front desk experience in a luxury hospitality, hotel, or private club environment.
• Strong leadership skills with the ability to motivate, train, and hold team members accountable.
• Excellent written and verbal communication skills.
• High proficiency in SevenRooms, Opera, Peoplevine, and Microsoft Office Suite.
• Calm under pressure and comfortable managing multiple priorities simultaneously.
• Flexible availability, including evenings, weekends, holidays, and extended shifts as needed.
• Professional demeanor, polished presentation, and impeccable attention to detail.
• Discretion and sound judgment when handling confidential information and guest concerns.