PM Front Office Supervisor | Colton House Hotel

Let’s start off with the most important part - what’s in it for you:

The Perks

• Eligibility of perks is dependent upon job status
• Hourly Pay Range: $19 to $21 DOE
• Get Paid Daily (Make any day payday)
• Paid Time off & Holiday Pay (Because Balance Matters)
• Benefits - Medical, Dental, Vision, Disability, 401K
• HSA/FSA Plans -with employer contribution
• Values Based Culture (#OMGLIFE)
• Culture Add (Creating Space for Fresh Perspectives)
• Referral Bonus (Get Paid to Recruit)
• Discounted Lodging, Dining, Spa, Golf, and Retail (Yes, Discounted Travel!)
• Employee Assistance Program
• “Columbia Cares” Volunteer Opportunities
• Committee Participation Opportunities (Fun, Philanthropic, Diversity/Equity/Inclusion)
• Task Force Work Opportunities (Grow your career in idyllic locations across the globe)
• Online Learning Platform to Help You Grow!
• Third Party Perks (Including discounts on Pet Insurance, Rental Cars, Movie and Concert Tickets, Theme Park and Attractions & so much more)
  
  

Our Commitment to you:

“People never forget how you made them feel.” Maya Angelou’s famous statement serves as a rallying cry throughout Columbia Hospitality and fuels our collective drive - and success.

Our people are our purpose, and our brand is our people. We seek extraordinary individuals who drive our brand promise of Creating Exceptional Experiences. We are a people-first organization, ignited from the inside to succeed on the outside. We are a tight-knit, inclusive, values-driven team and we trust one another to have each other’s backs. We show up every day with open hearts, an inclusive mindset, and genuine respect for those around us. We have fun, grow together, and strive to leave a positive lasting impression on everyone we meet.

The Front Office Supervisor supports the Front Office leadership team by overseeing daily front desk operations while on shift and assisting team members in delivering exceptional guest service. This position ensures smooth shifts, accurate transactions, and a welcoming guest experience while maintaining compliance with company policies and service standards.

What you’ll do:

The Brass Tacks

• Guest Service & Experience
• Provide stellar, engaging, and upscale service experiences for all our guests throughout their entire stay.
• Interact with guests both in person and over the phone, assist with inquiries, and mitigate any guest complaints.
• Handle guest inquiries and research unknown answers accurately and in a timely manner.
• Strong coordination and communication between guests and staff, as well as follow-up, to ensure guest concerns are resolved in a timely manner.
• Concierge – stay updated on local tourist spots, including places to dine, shop, local sight-seeing, Austin area events, hair salons/barber shops, spas, etc. in order to make quality recommendations.
• Ensure accommodations for select guests (e.g., special needs, elderly, children, VIPs, other) receive personalized services to help them navigate a safe and comfortable stay here.
• Promote all Hotel amenities, conveniences, and programs offered (e.g., food delivery, dry cleaning, events, other).
• Support VIP arrivals, special requests, and guest follow-up communications.
• Front Desk Operations
• Perform check-in and check-out procedures, and administrative tasks including answering phones, creating reservations, and handling financial transactions.
• Oversee daily front desk operations during assigned shifts, ensuring smooth and efficient service for guests.
• Monitor daily bookings and ensure assigned rooms are prepared prior to check-in, including regular communication with Housekeeping, Maintenance, and F&B teams for smooth check-ins.
• Communicate guest updates with the Housekeeping team via Teams and Beekeeper.
• Monitor the completion of cashiering, key control, and daily reports for accuracy.
• Maintain an organized, clean, and professional front desk area.
• Help maintain Front Desk office supplies and equipment.
• Assisting with inventory management of retail and ordering for retail at the Front Desk.
• Perform administrative duties such as filing and updating records.
• Team Leadership & Training
• Promote teamwork, positive communication, and a service-focused culture.
• Assist with ongoing coaching and training of all Front Desk staff to ensure all SOPs are being followed and keep them updated.
• Assist in supervising staff and all Front Desk activities including bookings, appointments, phone calls, and emails.
• Provide guidance and support to front desk team members during shifts; serves as the first point of contact for questions or issues.
• Communication & Coordination
• Maintain complete knowledge of and comply with all departmental policies/service procedures/standards.
• Maintain a positive and effective working relationship and coordinate with all departments in the Hotel to ensure guest satisfaction and room readiness.
• Coordinate and communicate with Night Audit team.
• Scheduling & Coverage
• Assist in the creation and maintenance of Front Desk work schedules.
• Flexible to assist with coverage of the Front Desk as needed.
• Administrative & Policy Compliance
• Assist in defining and implementing Front Desk objectives and procedures, including creation and maintenance of Front Desk SOPs.
• Ensure all safety, security, and company policies are consistently followed by team members.
• Show up to work on time and notify the Front Desk and Front Office Manager if running late or calling out, according to Hotel policy.
• Performs other related duties and special projects as assigned by management to support departmental and organizational goals.
  
  

The Nitty Gritty

• 1 years front-desk lead experience in hospitality or hotels required.
• Previous customer service or guest relations experience required.
• Strong computer skills: full knowledge of Microsoft Office with an emphasis on Outlook, Excel and Word.
• Proficient in hotel front desk software such as Opera and other property management systems.
• Good understanding of Hotel procedures, practices, and relevant laws in the hospitality industry.
• Excellent written and verbal communication skills with ability to interpret written and oral instructions.
• Ability to effectively present information and respond to questions from group of managers, clients, customers, and the general public.
• Must possess strong customer relations skills.
• Good leadership and training abilities.
• Strong organizational and time management skills.
• Excellent problem-solving and multitasking skills.
  
  

Work Environment & Physical Requirements:

• Must be able to stand and move about the area for extended periods of time
• Frequently required to walk, sit, bend, reach and use hands and arms to handle or operate office equipment
• Occasionally required to lift, carry, push or pull items weighing up to 50 pounds unassisted (e.g., luggage, supplies, packages)
• Must be able to hear and speak clearly to communicate effectively in person and over the phone
• Must have the ability to read, write and visually inspect documents, information on a computer system, and work areas and monitor guest and employee interactions
• Typical schedule is 2 PM to 10 PM but may include AM, mid, or overnight shifts.
• Ability to work flexible hours including nights, weekends, and holidays.
  
  

Reasonable accommodation is available for qualified individuals with disabilities upon request.

Don’t meet every single requirement? At Columbia Hospitality we are dedicated to building a diverse, inclusive and authentic workplace, so if you’re excited about this role but your past experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyways. You may just be the right candidate for this or other roles.

The Fine Print

Columbia Hospitality, Inc. is an equal opportunity employer committed to an inclusive environment without regard to age, race, color, ancestry, national origin, religion, disability, sex, gender identity or expression, sexual orientation, or any other protected status in accordance with applicable law. We strive for excellence in every position within the company and select the most qualified people who embrace our service philosophy and these values.

Accountability | Creativity | Enthusiasm | Honesty | Inclusion | Respect

Columbia Hospitality is a national management and consulting company with more than 25 years of experience in creating hospitality solutions and delivering exceptional experiences. Our portfolio includes award-winning hotels and resorts, premier residential communities, restaurants and bars, private and public golf clubs, conference centers, and distinctive venues. Columbia Hospitality has been consistently recognized as one of the Top Companies to Work for in Washington by Seattle Business Magazine and Puget Sound Business Journal for their commitment to creating a fun, dynamic and nurturing work environment for team members.