# Front Office Supervisor **Company:** [Millennium Hotels and Resorts](http://jobs.workable.com/companies/44qrjFFDqVPMCFanufiQ7j.md) **Location:** Sunnyvale, United States **Workplace:** on site **Employment type:** Full-time **Department:** M Social Sunnyvale [Apply for this job](http://jobs.workable.com/view/6ad90733-f5e7-47ad-b622-029b54cee0a1) ## Description ![](https://workablehr.s3.amazonaws.com/uploads/photos/700167/224a079236d2cf211d733069fadb2bc1.png) ![](https://workablehr.s3.amazonaws.com/uploads/photos/700167/d105ff56c2de27b03803749fd6c03f9a.jpg) **Hotel Name:** M Social Sunnyvale **Location:** Onsite – Sunnyvale, CA **Salary Range:** $32.00 Hourly ### **Join the Team at M Social Sunnyvale** At **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 Sunnyvale** As 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 experiences - **Entrepreneurial** – Taking ownership and acting with agility - **Innovation & Progressive** – Continuously improving how we operate and serve - **Solutions & Results Oriented** – Staying adaptable and focused on results These 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 & Stays** You 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 Doing** **Front Office Operations** - Supervise daily Front Office operations, ensuring smooth and efficient guest service - Support the Front Office Manager with the overall operation of the department - Monitor arrivals, departures, room availability, and guest requests - Ensure accurate check-in and check-out procedures are followed - Review room assignments and assist with resolving room availability challenges - Monitor the lobby and Front Office area to ensure a welcoming and engaging environment - Ensure all Front Office procedures are followed in accordance with hotel standards - Assist with opening and closing procedures and daily operational tasks - Maintain awareness of hotel occupancy, VIP arrivals, groups, special events, and operational priorities **Guest Experience** - Welcome guests warmly and create a positive first and last impression - Engage with guests throughout their stay and anticipate their needs - Handle guest concerns, complaints, and service recovery situations professionally - Empower team members to resolve guest issues while knowing when to escalate matters - Follow up on guest concerns to ensure complete resolution - Recognize VIPs, repeat guests, and special occasions - Promote hotel amenities, outlets, events, and M Social experiences - Look for opportunities to personalize the guest experience and create memorable moments **Team Leadership & Coaching** - Lead by example and consistently demonstrate M Social service standards - Supervise, coach, and support Front Office team members during each shift - Conduct shift briefings and communicate important hotel information - Provide real-time coaching and feedback to team members - Assist with training new employees on Front Office procedures, systems, and service expectations - Monitor employee performance, attendance, appearance, and adherence to hotel policies - Recognize team members for exceptional service and contributions - Foster a positive, inclusive, and collaborative team environment - Support the Front Office Manager with scheduling and staffing needs as required **Financial & Operational Controls** - Ensure accurate handling of cash, credit cards, room charges, and other forms of payment - Monitor and balance Front Office transactions according to hotel procedures - Ensure proper authorization and documentation for discounts, adjustments, refunds, and complimentary services - Review reports and identify discrepancies requiring follow-up - Maintain awareness of room rates, packages, promotions, and upselling opportunities - Encourage the team to identify appropriate opportunities to enhance guest stays and hotel revenue **Communication & Collaboration** - Communicate effectively with Housekeeping regarding room status, priorities, and guest requests - Partner with Reservations regarding bookings, modifications, and special requests - Work closely with Engineering to address maintenance issues affecting guests - Coordinate with Food & Beverage, Sales, and other departments to support the overall guest experience - Communicate important information during shift changes and daily briefings - Maintain clear and professional communication with hotel leadership - Assist with emergency situations and follow established hotel procedures **Quality Assurance & Compliance** - Ensure Front Office operations comply with company policies, hotel standards, and applicable regulations - Protect guest privacy and confidential information - Ensure proper handling and documentation of guest complaints and incidents - Follow established procedures for lost and found, safety, security, and emergency situations - Monitor service standards and identify opportunities for improvement - Support internal inspections, audits, and quality assurance initiatives - Maintain a professional appearance and ensure team members meet established grooming and uniform standards ## Requirements - Passion for hospitality and creating memorable guest experiences - Strong leadership and team-building skills - Excellent communication and interpersonal skills - Strong problem-solving and decision-making abilities - Ability to remain calm and professional in a fast-paced environment - Strong organizational skills and attention to detail - Ability to handle sensitive guest situations with professionalism and empathy - Ability to prioritize multiple tasks and respond quickly to changing operational needs - High level of integrity, professionalism, and accountability - Genuine interest in connecting with guests and creating a social, welcoming environment **Technical / Role-Specific Requirements** - Minimum **2 years of Front Office or hotel guest service experience** - Previous supervisory or leadership experience in hospitality preferred - Strong knowledge of hotel Front Office operations and guest service standards - Experience with **Opera Cloud** or another hotel Property Management System preferred - Knowledge of hotel check-in/check-out procedures, room status, reservations, and billing - Experience handling cash, credit card transactions, and guest accounts - Ability to use Microsoft Office and standard hotel technology - Knowledge of hotel safety, security, and emergency procedures - Familiarity with upselling and revenue-generating guest service techniques preferred **Preferred Qualifications** - Previous experience as a Front Desk Agent, Guest Services Agent, or Front Office Supervisor - Previous experience in a full-service hotel or resort environment - Experience coaching and developing Front Office employees - Experience with guest recovery and complaint resolution - Experience working with VIP guests and special accommodations - Strong knowledge of Opera Cloud or similar PMS - Bilingual abilities are a plus **Physical Requirements** - Ability to stand and walk for extended periods - Ability to move throughout the hotel to support operational needs - Ability to sit and work at a computer as needed - Ability to lift and carry up to 20 pounds occasionally - Ability to operate standard office and hotel equipment - Ability to work varied shifts, including mornings, evenings, weekends, and holidays **Education** - High school diploma or equivalent required - Associate's or Bachelor's degree in Hospitality Management, Business Administration, or a related field preferred - Equivalent combination of education and relevant hospitality experience may be considered where appropriate ## Benefits At 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 Us** At 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.