Front Office Supervisor

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 Portlands 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

• 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.

Front Office Operations

• 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.

Team Supervision & Development

• 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.

Operational Excellence & Administrative Support

• 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.

Leadership Development & Strategic Contribution

• 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.

Qualifications & Skills:

• 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.

• 12 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 drivers license.

Personal Attributes:

• 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 hotels long-term success.

Supervisory Responsibilities:

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.