Front Office Supervisor

Hotel Name: M Social Sunnyvale
Location: Onsite – Sunnyvale, CA
Salary Range: $32.00 Hourly

Join the Team at M Social Sunnyvale

At M Social Sunnyvale, we don’t just welcome guests—we create moments, spark connections, and bring energy to every interaction. Designed for the young at heart, M Social delivers a bold and vibrant hospitality experience.

About M Social Sunnyvale

As the first ground-up M Social in the U.S., this innovative property features 263 rooms, a dynamic courtyard, and the signature Beast & Butterflies social hub. Located in Silicon Valley, the hotel blends technology, design, and social connectivity to create a unique guest experience.

As part of Millennium Hotels & Resorts, a global hospitality leader with over 145 hotels across key destinations worldwide, our hotel is backed by a legacy of quality, consistency, and service excellence—driven by a passion for hospitality, an entrepreneurial spirit, innovation, and a progressive, solutions-oriented approach."

At Millennium, we are guided by our core values:

• Passion for Hospitality – Delivering meaningful and memorable guest experiences
• Entrepreneurial – Taking ownership and acting with agility
• Innovation & Progressive – Continuously improving how we operate and serve
• Solutions & Results Oriented – Staying adaptable and focused on results

These values shape how we work, how we lead, and how we create exceptional experiences for our guests and our teams.

About the Role:

As our Front Office Supervisor, you will help lead the day-to-day operations of the Front Office while creating a welcoming, seamless, and memorable experience for every guest. You will serve as a key leader on the floor, supporting Front Desk, Guest Services, and other Front Office team members while ensuring service standards and hotel procedures are consistently followed.

You will be a visible presence for both guests and employees—coaching the team, resolving guest concerns, supporting operational needs, and helping create the energetic and social environment that defines M Social.

This role is ideal for a hospitality professional who leads by example, enjoys connecting with people, and thrives in a fast-paced environment where no two days are the same.

Your Impact – Creating Exceptional Arrivals & Stays

You will help set the tone for every guest's experience from the moment they arrive. Through thoughtful service, strong communication, and hands-on leadership, you will help ensure every guest feels welcomed, connected, and part of the M Social experience.

What You'll Be Doing

Front Office Operations

• Supervise daily Front Office operations, ensuring smooth and efficient guest service
• Support the Front Office Manager with the overall operation of the department
• Monitor arrivals, departures, room availability, and guest requests
• Ensure accurate check-in and check-out procedures are followed
• Review room assignments and assist with resolving room availability challenges
• Monitor the lobby and Front Office area to ensure a welcoming and engaging environment
• Ensure all Front Office procedures are followed in accordance with hotel standards
• Assist with opening and closing procedures and daily operational tasks
• Maintain awareness of hotel occupancy, VIP arrivals, groups, special events, and operational priorities

Guest Experience

• Welcome guests warmly and create a positive first and last impression
• Engage with guests throughout their stay and anticipate their needs
• Handle guest concerns, complaints, and service recovery situations professionally
• Empower team members to resolve guest issues while knowing when to escalate matters
• Follow up on guest concerns to ensure complete resolution
• Recognize VIPs, repeat guests, and special occasions
• Promote hotel amenities, outlets, events, and M Social experiences
• Look for opportunities to personalize the guest experience and create memorable moments

Team Leadership & Coaching

• Lead by example and consistently demonstrate M Social service standards
• Supervise, coach, and support Front Office team members during each shift
• Conduct shift briefings and communicate important hotel information
• Provide real-time coaching and feedback to team members
• Assist with training new employees on Front Office procedures, systems, and service expectations
• Monitor employee performance, attendance, appearance, and adherence to hotel policies
• Recognize team members for exceptional service and contributions
• Foster a positive, inclusive, and collaborative team environment
• Support the Front Office Manager with scheduling and staffing needs as required

Financial & Operational Controls

• Ensure accurate handling of cash, credit cards, room charges, and other forms of payment
• Monitor and balance Front Office transactions according to hotel procedures
• Ensure proper authorization and documentation for discounts, adjustments, refunds, and complimentary services
• Review reports and identify discrepancies requiring follow-up
• Maintain awareness of room rates, packages, promotions, and upselling opportunities
• Encourage the team to identify appropriate opportunities to enhance guest stays and hotel revenue

Communication & Collaboration

• Communicate effectively with Housekeeping regarding room status, priorities, and guest requests
• Partner with Reservations regarding bookings, modifications, and special requests
• Work closely with Engineering to address maintenance issues affecting guests
• Coordinate with Food & Beverage, Sales, and other departments to support the overall guest experience
• Communicate important information during shift changes and daily briefings
• Maintain clear and professional communication with hotel leadership
• Assist with emergency situations and follow established hotel procedures

Quality Assurance & Compliance

• Ensure Front Office operations comply with company policies, hotel standards, and applicable regulations
• Protect guest privacy and confidential information
• Ensure proper handling and documentation of guest complaints and incidents
• Follow established procedures for lost and found, safety, security, and emergency situations
• Monitor service standards and identify opportunities for improvement
• Support internal inspections, audits, and quality assurance initiatives
• Maintain a professional appearance and ensure team members meet established grooming and uniform standards

• Passion for hospitality and creating memorable guest experiences
• Strong leadership and team-building skills
• Excellent communication and interpersonal skills
• Strong problem-solving and decision-making abilities
• Ability to remain calm and professional in a fast-paced environment
• Strong organizational skills and attention to detail
• Ability to handle sensitive guest situations with professionalism and empathy
• Ability to prioritize multiple tasks and respond quickly to changing operational needs
• High level of integrity, professionalism, and accountability
• Genuine interest in connecting with guests and creating a social, welcoming environment

Technical / Role-Specific Requirements

• Minimum 2 years of Front Office or hotel guest service experience
• Previous supervisory or leadership experience in hospitality preferred
• Strong knowledge of hotel Front Office operations and guest service standards
• Experience with Opera Cloud or another hotel Property Management System preferred
• Knowledge of hotel check-in/check-out procedures, room status, reservations, and billing
• Experience handling cash, credit card transactions, and guest accounts
• Ability to use Microsoft Office and standard hotel technology
• Knowledge of hotel safety, security, and emergency procedures
• Familiarity with upselling and revenue-generating guest service techniques preferred

Preferred Qualifications

• Previous experience as a Front Desk Agent, Guest Services Agent, or Front Office Supervisor
• Previous experience in a full-service hotel or resort environment
• Experience coaching and developing Front Office employees
• Experience with guest recovery and complaint resolution
• Experience working with VIP guests and special accommodations
• Strong knowledge of Opera Cloud or similar PMS
• Bilingual abilities are a plus

Physical Requirements

• Ability to stand and walk for extended periods
• Ability to move throughout the hotel to support operational needs
• Ability to sit and work at a computer as needed
• Ability to lift and carry up to 20 pounds occasionally
• Ability to operate standard office and hotel equipment
• Ability to work varied shifts, including mornings, evenings, weekends, and holidays

Education

• High school diploma or equivalent required
• Associate's or Bachelor's degree in Hospitality Management, Business Administration, or a related field preferred
• Equivalent combination of education and relevant hospitality experience may be considered where appropriate

At Millennium Hotels & Resorts, we support our employees with a competitive benefits package designed to promote wellbeing and long-term success:

• Medical, Dental & Vision Insurance
• Company-paid Life and AD&D Insurance
• Short-Term and Long-Term Disability Coverage
• 401(k) Retirement Plan with Company Match (where applicable)
• Paid Time Off & Paid Holidays
• Hotel Room Discounts across our global portfolio
• Employee Assistance Program (EAP)

Benefits eligibility and offerings are subject to plan terms and company policy.

Why Join Us

At Millennium Hotels & Resorts, you’re not just taking on a role—you’re joining a global organization committed to people, performance, and growth.

Whether you’re supporting operations behind the scenes or delivering service on the front line, your work contributes to a culture focused on hospitality, collaboration, and results.
If you’re looking for an opportunity to grow, contribute, and make an impact, we invite you to join our team.