What are the responsibilities and job description for the Front Office Supervisor position at The Portland Regency Hotel & Spa?
The Portland Regency Hotel & Spa is looking for a Full-Time Front Office Supervisor to join our team! We are a beautiful Historic Hotel of America located in the heart of Portland's Old Port District.
Schedule may vary based on staffing needs; however, the typical schedule is 3:00 PM - 11:00 PM, weekends and holidays required.
Guest Experience & Service Leadership
Supervises and supports Front Desk Agents, Night Auditors, Guest Service Attendants (Valet, Bell, Door), and other Front Office team members. Ensure that team members perform their duties professionally and in line with hotel standards and policies.
Full-Time benefits include: Medical, Dental, Life and Short-Term Disability insurances, Holidays, and PTO. Part-Time benefits includes sick time. All employees receive: HHA Discounts, Fitness Center use, Uniform, Parking and Employee Meal. 401k plan with match after one year.
Schedule may vary based on staffing needs; however, the typical schedule is 3:00 PM - 11:00 PM, weekends and holidays required.
Guest Experience & Service Leadership
- Model and lead a culture of exceptional guest service and hospitality at all times.
- Handle guest issues, complaints, and service recovery with empathy, urgency, and professionalism.
- Monitor and ensure consistent adherence to service standards, loyalty programs (e.g., I PREFER, Historic Hotels of America), and brand expectations.
- Serve as Manager on Duty (MOD) during assigned shifts, ensuring property-wide operational oversight and interdepartmental communication.
- Supervise the check-in/check-out process, reservations, billing, and concierge functions with a focus on efficiency and accuracy.
- Supervise the Guest Service Team (valet). Assisting with valeting vehicles, luggage assistance, and shuttle services.
- Maintain working knowledge of PMS (Opera Cloud), POS (Silverware), and booking engines (SynXis), assisting with troubleshooting and ensuring team proficiency.
- Manage daily cash handling, audit accuracy, and compliance with financial protocols.
- Monitor and assist with third-party booking channels, OTA extranets, and daily inventory/rate controls.
- Lead and support Front Desk Agents, Guest Services, Night Auditors, and Valet/Bell/Door teams during shifts.
- Train, mentor, and coach team members to consistently meet or exceed service expectations.
- Provide clear communication, daily shift briefings, and task delegation to ensure department alignment.
- Participate in hiring, onboarding, and ongoing performance evaluation processes.
- Act as a lobby ambassador pivoting between the front desk agent and guests service agents when appropriate.
- Assist with daily and weekly reporting, including arrivals/departures, occupancy, rate strategy, VIPs, and group blocks.
- Conduct walk-throughs of the property to monitor safety, cleanliness, staffing, and guest interaction.
- Review group resumes, banquet events, and suite assignments for accuracy and preparedness.
- Support nightly audit procedures as needed and assume Night Auditor responsibilities in case of absence.
- Perform the overnight functions of the Night Auditor and/or Night Security when needed.
- Attend and actively contribute to departmental meetings, stand-ups, and training sessions.
- Work closely with the Front Office Manager to identify process improvements and implement SOP updates.
- Support interdepartmental coordination between Front Office, Housekeeping, Maintenance, Revenue/Reservations, and F&B to ensure a unified guest experience.
- Demonstrate ownership of key responsibilities with a mindset toward advancement and expanded responsibilities.
- To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.
- 1-2 years in a supervisory or lead role in a hotel front office or guest services environment.
- Strong working knowledge of Opera Cloud PMS, SynXis, and REVINATE platforms preferred.
- Exceptional communication, organizational, and time-management skills.
- Calm under pressure with a proactive, guest-first approach to problem-solving.
- Tech-savvy with the ability to train others on systems and tools.
- Proven ability to lead by example, earn trust, and maintain professionalism under all circumstances.
- Valid US driver's license.
- Confident and empathetic communicator with a guest-centric mindset.
- Natural ability to prioritize and balance the needs of guests, staff, and operations.
- High standards for personal appearance, behavior, and workplace cleanliness.
- Strong sense of integrity and confidentiality.
- Eager to grow into a leadership role and contribute to the hotel’s long-term success.
Supervises and supports Front Desk Agents, Night Auditors, Guest Service Attendants (Valet, Bell, Door), and other Front Office team members. Ensure that team members perform their duties professionally and in line with hotel standards and policies.
Full-Time benefits include: Medical, Dental, Life and Short-Term Disability insurances, Holidays, and PTO. Part-Time benefits includes sick time. All employees receive: HHA Discounts, Fitness Center use, Uniform, Parking and Employee Meal. 401k plan with match after one year.