Front Desk Supervisor / Jefe de Recepción

Responsibilities

• Lead front desk team of 3–8 agents across shifts
• Manage VIP arrivals and departures personally
• Handle escalated guest complaints that agents cannot resolve
• Oversee room inventory and upsell strategy
• Train and develop front desk agents
• Coordinate with housekeeping, F&B, and concierge on daily operations
• Manage front desk cash handling and reconciliation
• Review and action guest satisfaction scores

Requirements

• 3–5 years front desk experience with leadership
• Strong English — supervisor-level guest interaction requires confident communication
• PMS proficiency — Opera or equivalent
• Composure under pressure — the front desk supervisor manages both team and guest simultaneously
• Problem-solving instincts — guest issues escalate to the supervisor precisely when standard processes have failed

Benefits

• IMSS, Aguinaldo, vacation + premium
• Staff meals, uniform
• Resort management benefits

Work environment

Resort front desk management. The supervisor role is the first management step in hotel front office — a critical career development position for hospitality professionals.

About the role

Managing the hotel's most visible nerve center. The front desk supervisor who handles a full resort at 100% occupancy on a peak-season Saturday — managing 400 check-ins, 3 VIP arrivals, 12 room complaints, and a team of 6 agents simultaneously — is doing the most operationally complex job on the hotel floor.