Supervisor, Front Office
Kerzner International, Bozeman, MT, United States
At One&Only, we exist to create joy for our guests through anticipation, creativity, precision, empathy and warmth. We tailor every aspect of our guests’ stay to bring their dreams and desires to life. With an atmosphere that’s chic but wonderfully unstuffy™, and a team who are meticulous but warm, we seek to exceed our guests’ expectations at every possible turn.
Amidst fragrant pines and glistening peaks, One&Only Moonlight Basin is a glamorous return to simplicity. Fill days cascading down cool waters, unearthing the magic of Yellowstone National park, skiing on world renowned slopes and retreating to floating evergreen spaces. With abundant knowledge and generosity, we anticipate our guest’s every need and surpass expectations. Whether we are designing the perfect family day out or arranging a romantic private dinner, we approach everything with imagination to spark a sense of playfulness, discovery and adventure. This is not simply our job, it’s our passion.
Job Summary
The Supervisor, Front Office supports the daily operations, training, and guest services within the Front Office. With experience in luxury boutique hotel/resort guest services, they will ensure the highest level of customer service while providing colleagues with the tools and guidance needed for success. This role supports property operations by ensuring seamless guest experiences from arrival to departure, maintaining service excellence, and addressing guest inquiries in the lobby. The Supervisor, Front Office also tracks guest preferences, resolves service issues, and escalates extraordinary cases to the Assistant Manager, Front Office.
Key Duties & Responsibilities
Lead by example, demonstrating professionalism, integrity, and strong interpersonal skills
Foster teamwork, trust, and cooperation among Front Office colleagues
Supervise, support, and provide guidance to the Front Office team
Understand team roles and step in when necessary to ensure smooth operations
Conduct regular training sessions and support ongoing staff development
Assist in scheduling and ensuring appropriate shift coverage based on hotel occupancy
Monitor adherence to Front Office policies, procedures, and service standards (LQA)
Provide coaching, mentorship, and performance feedback
Assist in interviewing and onboarding new team members
Communicate effectively with colleagues and management through various channels
Support team well-being and create a positive work environment
Ensure an exceptional guest experience by proactively addressing guest needs and concerns
Interact with guests in public areas, maintaining high visibility during peak times
Handle guest inquiries, special requests, and complaints with professionalism and efficiency
Record and follow up on guest issues in the response tracking system
Gather and communicate guest preferences to enhance personalized service
Support guest retention efforts by creating memorable moments
Emphasize guest satisfaction during departmental meetings and encourage continuous improvement
Participate in guest and employee incident investigations when necessary
Oversee daily Front Office operations, ensuring compliance with policies and service standards
Collaborate with other hotel departments to optimize workflow and guest experience
Ensure proper room assignments based on guest preferences and booking details
Support the implementation of the upselling program and ensure team engagement
Monitor guest registration compliance
Maintain a strong working knowledge of room types, rates, and discount structures
Provide necessary reports to the Finance department as required
Work with third-party partners to enhance guest services and experiences
Enforce credit control procedures and obtain approval for exceeding limits
Assist with night shifts and Front Office coverage when required
Ensure compliance with hotel security, health, and safety policies
Implement emergency response protocols for incidents such as fire, theft, or medical emergencies
Adapt to additional tasks and responsibilities as assigned by management
Participate in training programs for personal and professional growth
Maintain awareness of hotel fire, hygiene, safety, and emergency protocols
Adhere to the hotel’s employee handbook and professional appearance standards
Always deliver the highest level of courtesy and service to guests
Maintain professionalism and cooperation in all interactions with colleagues
Address conflicts discreetly and respectfully, ensuring a positive work environment
Keep management informed of operational progress, challenges, and solutions
Actively seek and respond to feedback to enhance performance and service quality
Skills, Experience & Educational Requirements
Minimum two years of experience in a luxury, 5-star hotel in a Front Office role.
Supervisory experience is preferred.
Strong background in guest services, reservations, and hospitality revenue management.
Excellent communication, leadership, and team development skills.
Proficiency in Microsoft Office and Opera PMS.
Strong problem-solving and decision‑making abilities.
Fluency in written and spoken English; additional languages are a plus.
Exceptional organization and attention to detail.
Medical insurance - 80% of premium paid by employer
Health Savings Account with $50 employer contribution per pay period
Dental, vision & life insurance- 100% of premium paid by employer
5 weeks of PTO (Paid Time Off)
8 paid holidays
Uniform provided & complimentary laundering
Complimentary transportation to/from resort
Complimentary meal per shift
Subsidized housing based on availability
Discounts at F&B outlets on property
14 nights per year at $100
ight* at Kerzner Properties worldwide
Winter season includes complimentary ski pass to Big Sky Resort based on availability OR $225 reimbursement towards gym membership
Physical Requirements
The ideal candidate must be able to perform all physical requirements of the job in a safe manner, with or without reasonable accommodation. Physical requirements include, but are not limited to:
Standing, walking, stooping, kneeling, and bending in an operational environment for extended periods
Frequent bending, twisting, stooping, reaching, and pulling
Lifting and carrying of loads weighing up to 50 pounds
Working in outdoor environments, including high altitudes, that may present extreme weather conditions such as snow, ice, rain, heat, wind, etc.
Our brand is expanding faster than ever before. We are investing in the growth of our company, and that means we are committed to investing in you. Join a team that is open-hearted, intuitive, generous, and spontaneous in spirit. We believe in making our guests happy beyond anything they have ever imagined. We wow them at every turn and create memories that will last a lifetime. You will be at the heart of this vision, to constantly innovate to deliver Amazing Experiences and Everlasting Memories.
#J-18808-Ljbffr
Amidst fragrant pines and glistening peaks, One&Only Moonlight Basin is a glamorous return to simplicity. Fill days cascading down cool waters, unearthing the magic of Yellowstone National park, skiing on world renowned slopes and retreating to floating evergreen spaces. With abundant knowledge and generosity, we anticipate our guest’s every need and surpass expectations. Whether we are designing the perfect family day out or arranging a romantic private dinner, we approach everything with imagination to spark a sense of playfulness, discovery and adventure. This is not simply our job, it’s our passion.
Job Summary
The Supervisor, Front Office supports the daily operations, training, and guest services within the Front Office. With experience in luxury boutique hotel/resort guest services, they will ensure the highest level of customer service while providing colleagues with the tools and guidance needed for success. This role supports property operations by ensuring seamless guest experiences from arrival to departure, maintaining service excellence, and addressing guest inquiries in the lobby. The Supervisor, Front Office also tracks guest preferences, resolves service issues, and escalates extraordinary cases to the Assistant Manager, Front Office.
Key Duties & Responsibilities
Lead by example, demonstrating professionalism, integrity, and strong interpersonal skills
Foster teamwork, trust, and cooperation among Front Office colleagues
Supervise, support, and provide guidance to the Front Office team
Understand team roles and step in when necessary to ensure smooth operations
Conduct regular training sessions and support ongoing staff development
Assist in scheduling and ensuring appropriate shift coverage based on hotel occupancy
Monitor adherence to Front Office policies, procedures, and service standards (LQA)
Provide coaching, mentorship, and performance feedback
Assist in interviewing and onboarding new team members
Communicate effectively with colleagues and management through various channels
Support team well-being and create a positive work environment
Ensure an exceptional guest experience by proactively addressing guest needs and concerns
Interact with guests in public areas, maintaining high visibility during peak times
Handle guest inquiries, special requests, and complaints with professionalism and efficiency
Record and follow up on guest issues in the response tracking system
Gather and communicate guest preferences to enhance personalized service
Support guest retention efforts by creating memorable moments
Emphasize guest satisfaction during departmental meetings and encourage continuous improvement
Participate in guest and employee incident investigations when necessary
Oversee daily Front Office operations, ensuring compliance with policies and service standards
Collaborate with other hotel departments to optimize workflow and guest experience
Ensure proper room assignments based on guest preferences and booking details
Support the implementation of the upselling program and ensure team engagement
Monitor guest registration compliance
Maintain a strong working knowledge of room types, rates, and discount structures
Provide necessary reports to the Finance department as required
Work with third-party partners to enhance guest services and experiences
Enforce credit control procedures and obtain approval for exceeding limits
Assist with night shifts and Front Office coverage when required
Ensure compliance with hotel security, health, and safety policies
Implement emergency response protocols for incidents such as fire, theft, or medical emergencies
Adapt to additional tasks and responsibilities as assigned by management
Participate in training programs for personal and professional growth
Maintain awareness of hotel fire, hygiene, safety, and emergency protocols
Adhere to the hotel’s employee handbook and professional appearance standards
Always deliver the highest level of courtesy and service to guests
Maintain professionalism and cooperation in all interactions with colleagues
Address conflicts discreetly and respectfully, ensuring a positive work environment
Keep management informed of operational progress, challenges, and solutions
Actively seek and respond to feedback to enhance performance and service quality
Skills, Experience & Educational Requirements
Minimum two years of experience in a luxury, 5-star hotel in a Front Office role.
Supervisory experience is preferred.
Strong background in guest services, reservations, and hospitality revenue management.
Excellent communication, leadership, and team development skills.
Proficiency in Microsoft Office and Opera PMS.
Strong problem-solving and decision‑making abilities.
Fluency in written and spoken English; additional languages are a plus.
Exceptional organization and attention to detail.
Medical insurance - 80% of premium paid by employer
Health Savings Account with $50 employer contribution per pay period
Dental, vision & life insurance- 100% of premium paid by employer
5 weeks of PTO (Paid Time Off)
8 paid holidays
Uniform provided & complimentary laundering
Complimentary transportation to/from resort
Complimentary meal per shift
Subsidized housing based on availability
Discounts at F&B outlets on property
14 nights per year at $100
ight* at Kerzner Properties worldwide
Winter season includes complimentary ski pass to Big Sky Resort based on availability OR $225 reimbursement towards gym membership
Physical Requirements
The ideal candidate must be able to perform all physical requirements of the job in a safe manner, with or without reasonable accommodation. Physical requirements include, but are not limited to:
Standing, walking, stooping, kneeling, and bending in an operational environment for extended periods
Frequent bending, twisting, stooping, reaching, and pulling
Lifting and carrying of loads weighing up to 50 pounds
Working in outdoor environments, including high altitudes, that may present extreme weather conditions such as snow, ice, rain, heat, wind, etc.
Our brand is expanding faster than ever before. We are investing in the growth of our company, and that means we are committed to investing in you. Join a team that is open-hearted, intuitive, generous, and spontaneous in spirit. We believe in making our guests happy beyond anything they have ever imagined. We wow them at every turn and create memories that will last a lifetime. You will be at the heart of this vision, to constantly innovate to deliver Amazing Experiences and Everlasting Memories.
#J-18808-Ljbffr