Job Overview:
As a Front Office Supervisor at Mama Shelter, you are the conductor of the front-of-house orchestra. You lead by example, supporting the Front Desk team to deliver an unforgettable, warm, and effortless arrival and departure experience. You blend operational excellence with Mama’s signature playful personality, ensuring that every guest feels like they are staying at a cool friend's home rather than a traditional hotel.
Key Responsibilities:
Team Leadership & Mentoring: Supervise, train, and motivate the Front Desk Agents, fostering a collaborative, energetic, and high-performing team culture.
Guest Relations: Be the go-to person for complex guest requests or service recovery. Handle escalations with empathy, creativity, and a proactive solution-driven mindset.
Operational Flow: Ensure smooth daily operations at the front desk, overseeing check-ins/check-outs, room allocations, VIP arrivals, and cash management/night audit reconciliations.
Cross-Departmental Collaboration: Work hand-in-hand with Housekeeping, Maintenance, and Food & Beverage to ensure seamless communication regarding room readiness and special guest preferences.
Performance & Quality Control: Monitor service standards, track guest feedback (reviews and surveys), and assist the Front Office Manager in scheduling and administrative tasks.
Brand Ambassador: Live and breathe the Mama culture—bringing high energy, authenticity, and a welcoming spirit to the lobby every single day.
Qualifications & Skills:
Previous experience as a Front Desk Supervisor or Senior Agent in a lifestyle, boutique, or design-led hotel.
Fully bilingual (English and Spanish; extra languages are always a plus).
Strong leadership skills with a natural ability to coach and inspire others.
Proficiency in hotel PMS software and excellent organizational skills under pressure.