Front Office Supervisor

Hotel Name: M Social SunnyvaleLocation: Onsite - Sunnyvale, CASalary Range: $32.00 HourlyJoin the Team at M Social SunnyvaleAt M Social Sunnyvale, we don't just welcome guests—we create moments, spark connections, and bring energy to every interaction. Designed for the young at heart, M Social delivers a bold and vibrant hospitality experience.About M Social SunnyvaleAs the first ground-up M Social in the U.S., this innovative property features 263 rooms, a dynamic courtyard, and the signature Beast & Butterflies social hub. Located in Silicon Valley, the hotel blends technology, design, and social connectivity to create a unique guest experience.As part of Millennium Hotels & Resorts, a global hospitality leader with over 145 hotels across key destinations worldwide, our hotel is backed by a legacy of quality, consistency, and service excellence—driven by a passion for hospitality, an entrepreneurial spirit, innovation, and a progressive, solutions-oriented approach."At Millennium, we are guided by our core values:Passion for Hospitality - Delivering meaningful and memorable guest experiencesEntrepreneurial - Taking ownership and acting with agilityInnovation & Progressive - Continuously improving how we operate and serveSolutions & Results Oriented - Staying adaptable and focused on resultsThese values shape how we work, how we lead, and how we create exceptional experiences for our guests and our teams.About the Role: As our Front Office Supervisor, you will help lead the day-to-day operations of the Front Office while creating a welcoming, seamless, and memorable experience for every guest. You will serve as a key leader on the floor, supporting Front Desk, Guest Services, and other Front Office team members while ensuring service standards and hotel procedures are consistently followed.You will be a visible presence for both guests and employees—coaching the team, resolving guest concerns, supporting operational needs, and helping create the energetic and social environment that defines M Social.This role is ideal for a hospitality professional who leads by example, enjoys connecting with people, and thrives in a fast-paced environment where no two days are the same.Your Impact - Creating Exceptional Arrivals & StaysYou will help set the tone for every guest's experience from the moment they arrive. Through thoughtful service, strong communication, and hands-on leadership, you will help ensure every guest feels welcomed, connected, and part of the M Social experience.What You'll Be DoingFront Office OperationsSupervise daily Front Office operations, ensuring smooth and efficient guest serviceSupport the Front Office Manager with the overall operation of the departmentMonitor arrivals, departures, room availability, and guest requestsEnsure accurate check-in and check-out procedures are followedReview room assignments and assist with resolving room availability challengesMonitor the lobby and Front Office area to ensure a welcoming and engaging environmentEnsure all Front Office procedures are followed in accordance with hotel standardsAssist with opening and closing procedures and daily operational tasksMaintain awareness of hotel occupancy, VIP arrivals, groups, special events, and operational prioritiesGuest ExperienceWelcome guests warmly and create a positive first and last impressionEngage with guests throughout their stay and anticipate their needsHandle guest concerns, complaints, and service recovery situations professionallyEmpower team members to resolve guest issues while knowing when to escalate mattersFollow up on guest concerns to ensure complete resolutionRecognize VIPs, repeat guests, and special occasionsPromote hotel amenities, outlets, events, and M Social experiencesLook for opportunities to personalize the guest experience and create memorable momentsTeam Leadership & CoachingLead by example and consistently demonstrate M Social service standardsSupervise, coach, and support Front Office team members during each shiftConduct shift briefings and communicate important hotel informationProvide real-time coaching and feedback to team membersAssist with training new employees on Front Office procedures, systems, and service expectationsMonitor employee performance, attendance, appearance, and adherence to hotel policiesRecognize team members for exceptional service and contributionsFoster a positive, inclusive, and collaborative team environmentSupport the Front Office Manager with scheduling and staffing needs as requiredFinancial & Operational ControlsEnsure accurate handling of cash, credit cards, room charges, and other forms of paymentMonitor and balance Front Office transactions according to hotel proceduresEnsure proper authorization and documentation for discounts, adjustments, refunds, and complimentary servicesReview reports and identify discrepancies requiring follow-upMaintain awareness of room rates, packages, promotions, and upselling opportunitiesEncourage the team to identify appropriate opportunities to enhance guest stays and hotel revenueCommunication & CollaborationCommunicate effectively with Housekeeping regarding room status, priorities, and guest requestsPartner with Reservations regarding bookings, modifications, and special requestsWork closely with Engineering to address maintenance issues affecting guestsCoordinate with Food & Beverage, Sales, and other departments to support the overall guest experienceCommunicate important information during shift changes and daily briefingsMaintain clear and professional communication with hotel leadershipAssist with emergency situations and follow established hotel proceduresQuality Assurance & ComplianceEnsure Front Office operations comply with company policies, hotel standards, and applicable regulationsProtect guest privacy and confidential informationEnsure proper handling and documentation of guest complaints and incidentsFollow established procedures for lost and found, safety, security, and emergency situationsMonitor service standards and identify opportunities for improvementSupport internal inspections, audits, and quality assurance initiativesMaintain a professional appearance and ensure team members meet established grooming and uniform standards RequirementsPassion for hospitality and creating memorable guest experiencesStrong leadership and team-building skillsExcellent communication and interpersonal skillsStrong problem-solving and decision-making abilitiesAbility to remain calm and professional in a fast-paced environmentStrong organizational skills and attention to detailAbility to handle sensitive guest situations with professionalism and empathyAbility to prioritize multiple tasks and respond quickly to changing operational needsHigh level of integrity, professionalism, and accountabilityGenuine interest in connecting with guests and creating a social, welcoming environmentTechnical / Role-Specific RequirementsMinimum 2 years of Front Office or hotel guest service experiencePrevious supervisory or leadership experience in hospitality preferredStrong knowledge of hotel Front Office operations and guest service standardsExperience with Opera Cloud or another hotel Property Management System preferredKnowledge of hotel check-in/check-out procedures, room status, reservations, and billingExperience handling cash, credit card transactions, and guest accountsAbility to use Microsoft Office and standard hotel technologyKnowledge of hotel safety, security, and emergency proceduresFamiliarity with upselling and revenue-generating guest service techniques preferredPreferred QualificationsPrevious experience as a Front Desk Agent, Guest Services Agent, or Front Office SupervisorPrevious experience in a full-service hotel or resort environmentExperience coaching and developing Front Office employeesExperience with guest recovery and complaint resolutionExperience working with VIP guests and special accommodationsStrong knowledge of Opera Cloud or similar PMSBilingual abilities are a plusPhysical RequirementsAbility to stand and walk for extended periodsAbility to move throughout the hotel to support operational needsAbility to sit and work at a computer as neededAbility to lift and carry up to 20 pounds occasionallyAbility to operate standard office and hotel equipmentAbility to work varied shifts, including mornings, evenings, weekends, and holidaysEducationHigh school diploma or equivalent requiredAssociate's or Bachelor's degree in Hospitality Management, Business Administration, or a related field preferredEquivalent combination of education and relevant hospitality experience may be considered where appropriateBenefitsAt Millennium Hotels & Resorts, we support our employees with a competitive benefits package designed to promote wellbeing and long-term success:Medical, Dental & Vision Insurance Company-paid Life and AD&D Insurance Short-Term and Long-Term Disability Coverage 401(k) Retirement Plan with Company Match (where applicable) Paid Time Off & Paid Holidays Hotel Room Discounts across our global portfolio Employee Assistance Program (EAP)Benefits eligibility and offerings are subject to plan terms and company policy. Why Join UsAt Millennium Hotels & Resorts, you're not just taking on a role—you're joining a global organization committed to people, performance, and growth.Whether you're supporting operations behind the scenes or delivering service on the front line, your work contributes to a culture focused on hospitality, collaboration, and results.If you're looking for an opportunity to grow, contribute, and make an impact, we invite you to join our team.