Front Desk Supervisor - The Sea Pines Resort Welcome Center

Front Desk Supervisor – Welcome Center (Homes & Villas)

The Sea Pines Resort – Hilton Head Island, SC

Position Overview

The Front Desk Supervisor at the Welcome Center for Homes & Villas is responsible for overseeing daily front office operations, ensuring a seamless and elevated arrival and departure experience for guests. This role serves as a key leader on the front desk team, setting the tone for exceptional service delivery, operational efficiency, and alignment with Forbes Travel Guide standards.

The ideal candidate is a service-driven leader who thrives in a fast-paced, luxury environment and is passionate about creating memorable first impressions while mentoring and developing team members.

Key Responsibilities

Guest Experience & Service Excellence

• Lead by example in delivering personalized, anticipatory service in alignment with Forbes Travel Guide standards
• Ensure all guest interactions are warm, professional, and solution-oriented
• Oversee check-in and check-out processes for Homes & Villas guests, ensuring accuracy and efficiency
• Proactively resolve guest concerns, service recovery situations, and special requests
• Act as a point of contact for VIP arrivals, repeat guests, and owners
  
  

Leadership & Team Development

• Supervise and support Front Desk Agents, ensuring adherence to service standards and procedures
• Conduct daily shift briefings, communicating key arrivals, departures, and operational updates
• Provide coaching, feedback, and ongoing training to enhance team performance
• Support onboarding and orientation of new team members
• Foster a positive, inclusive, and high-performance team culture
  
  

Operations & Administrative Oversight

• Ensure accuracy of reservations, billing, folios, and room assignments
• Monitor daily reports, occupancy, and guest preferences to anticipate needs
• Maintain effective communication with Housekeeping, Engineering, and other departments
• Assist with scheduling, payroll review, and shift coverage as needed
• Ensure compliance with all company policies, procedures, and brand standards
  
  

Forbes Travel Guide & Brand Alignment

• Champion Forbes Travel Guide standards, including Courtesy & Manners, Sense of Place, and Cleanliness & Wellness
• Ensure team members are knowledgeable about resort offerings, amenities, and local experiences
• Uphold The Sea Pines Resort brand standards in all guest-facing and internal interactions
  
  

Qualifications

• Minimum of 2–3 years of front office experience in a hotel, resort, or luxury hospitality environment
• Previous supervisory or leadership experience preferred
• Strong knowledge of front desk systems (PMS experience required; Visual One preferred)
• Excellent communication, interpersonal, and problem-solving skills
• Ability to multitask and perform under pressure in a fast-paced environment
• Strong attention to detail and organizational skills
  
  

Requirements

• Must be legally authorized to work in the United States and able to provide proof of work authorization
• Flexible schedule, including weekends, evenings, and holidays
• Ability to stand for extended periods and perform light administrative and operational duties
  
  

Why Join The Sea Pines Resort?

• Work in a Forbes-recognized luxury resort environment
• Opportunity for career growth and leadership development
• Be part of a team dedicated to exceptional guest service and memorable experiences
• Access to employee benefits, resort amenities, and a vibrant coastal workplace