Front Desk Supervisor

At Oxford Collection of Hotels, we don't just provide jobs-we cultivate careers in a culture that values innovation, teamwork, and personal growth. As a rapidly growing and progressive hospitality company, we recognize that our employees are the key to our success. We foster a supportive, inclusive, and dynamic work environment where every team member is empowered to excel.

We're looking for passionate, guest-focused individuals to join our team Whether you're starting your hospitality career or bringing years of experience, if you thrive in a fast-paced, people-first environment, we'd love to meet you.

What We Offer:Competitive pay and performance-based incentives
Medical, dental, and vision coverage for peace of mind
401(k) with profit sharing to invest in your future
Generous paid time off so you can recharge
Exclusive discounts at our properties-because you deserve great getaways, too
Ongoing training, leadership development, and career growth opportunities

Ready to be part of something exceptional? Apply today and let's create memorable guest experiences together

POSITION SUMMARY: The Front Desk Supervisor at one of Oxfords Four-Diamond luxury or boutique-style hotelsensures seamless front desk operations and delivering Four-Diamond service. This position assists in overseeing the front desk team, ensuring exceptional guest experiences, expert handling escalated guest concerns with professionalism and supports the training, scheduling, and performance of Guest Experience Representatives. The Front Desk Supervisor plays a crucial role in striving to meet and exceed Four-Star service standards, delivering high-quality service and amenities with strong attention to detail, ensuring excellence in every guest interaction, and consistently exceeding expectations.

ESSENTIAL DUTIES & RESPONSIBILITIES: All duties and responsibilities of this position are to be performed with exceptional caring and genuine guest service upholding the Oxford Collection of hotels standards and culture at all times.

Guest Relations (50%):

• Welcome guests with a polished and professional demeanor, overseeing processes to ensure a smooth check-in and check-out process.
• Provide detailed information about the hotel, its amenities, and expert-level local recommendations
• Process guest reservations, payments, and special requests accurately, maintaining discretion and confidentiality at all times
• Offer upgrades, amenities, and special services to enhance guest experiences, anticipating guest needs, delivering personalized, luxury-level service
• Coordinate with bell staff and Valet for transportation needs, luggage assistance and special requests.
• Handle guest complaints, requests, and concerns with professionalism and discretion, using the Oxford Collection guest recovery, and service gestures consistent with Forbes service standards
• Maintain knowledge of VIP guests, repeat visitors, and special accommodations.
• Ensure seamless coordination with housekeeping, Valet, Bell staff, and food & beverage teams for guest requests.
• Remain available to guests at all times at the front desk and coordinate frequently with housekeeping, maintenance, and bistro staff to ensure smooth operations and guest satisfaction

Perform all tasks in compliance with federal, state, local, requirements and Oxford Collection of hotels safety standards and security procedures. Maintain integrity, confidentiality, and sensitivity when working with both internal and external clients & guests. Report any maintenance issues to the supervisor or General Manager.

Administration (20%):

• Ensure accurate room inventory management, report any guest incidents to management, and maintain up-to-date availability information in the reservations system
• Assist in Implementation of company programs and supervise daily front desk operations to comply with SOPs, maximize revenues, and motivate team members
• Review billing disputes and adjustments, ensuring accuracy and guest satisfaction.
• Maintain thorough knowledge of hotel promotions, special events, and seasonal offerings

Leadership & Supervision (20%):

• Serve as a role model for front desk agents and other employees, leading by example, ensuring all guest interactions reflect Four-Diamond service standards
• Monitor and contribute to upselling efforts, enhancing revenue through upgrades and amenities.
• Lead pre-shift meetings, ensuring the team is informed of daily priorities and VIP guests
• Always provide a high level of customer service, taking time with our guests to ensure every aspect of their stay is up to expectations
• Assist in the supervision and evaluation of the Front Desk Agents, providing training & guidance, and resolving problems through open communication
• Review time and attendance records, assist in scheduling, monitor compliance with company policies, scheduled breaks and overtime regulations, and addressing any discrepancies in a timely manner
• Obtain sales leads for the sales department and support other hotel functions
• Proactively present solutions to the management team for resolving problems and conflicts
• Attends daily and weekly staff meetings in the Mangers absence

Other (10%):

• Works with front desk staff to ensure that the hotel meets cleanliness and sanitation standards
• Adhere to attendance policies and maintain regular availability for scheduled shifts
• Maintain integrity, confidentiality, and sensitivity when working with both internal and external clients and guests
• May participate in the drivers program or other hotel-related duties as assigned

Additional tasks may be assigned, modified or changed as no employee has any inherent right to any particular job or authority.

CORE SKILLS AND VALUES:

• Company Character - Supports company vision and values
• Customer Service - Understands and meets the needs of customers
• Decision Making - Capably makes decisions on business acumen and intuition
• Detail Orientation - Is accurate with details and numbers
• Professional Appearance - Presents a professional and polished look
• Team Orientation - Works cooperatively with others, establisher rapport, and is organizationally sensitive
• Time Management - Produces excellent results despite time restraints

PREFFERED EDUCATION & EXPERIENCE

• High School Diploma or GED preferred
• 2+ years of supervisory experience preferred
• Hospitality / hotel work experience preferred

JOB REQUIREMENTS

• Food handler's license and liquor server permits as required by state law (or ability to obtain)
• Proof of eligibility to work in the United States
• Reliable transportation to and from work
• Ability to work a flexible schedule including evening, weekends and holidays
• Reliable and consistent attendance

PHYSICAL REQUIREMENTS

• Must be able to perform simple grasping, fine manipulation, and repetitive hand and arm movements frequently
• Must be able to lift 50 pounds occasionally and often exert up to 20 pounds of force to push, pull, carry, lift or otherwise move objects
• Must be able to bend, squat, crawl, kneel, push, pull, and walk on uneven surfaces on an occasional basis
• While primarily an indoor job, must be able to walk outside in a variety of weather conditions (rain, wind, snow, heat)
• Must be able to climb stairs both inside and outside in a variety of weather conditions

Oxford Collection of hotels is proud to be an Equal Opportunity employer. We are committed to providing an environment of mutual respect where equal employment opportunities are available to all candidates and employees We respect and seek to empower each individual and support the diverse cultures, perspectives, skills, and experiences within our workforce.

All offers are contingent on pre-employment screening.

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