Front Desk Supervisor

Job Title: Front Desk Supervisor

Department: Rooms

Reports to: Hotel Manager

Job Type: Full Time

Location: Los Angeles, CA - Hotel Lucile

Position Type: Non-Exempt

Compensation: $27.00 / Hour

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A Front Desk Supervisor primarily supervises front office staff to ensure efficient and smooth operations for producing excellent feedback and guest satisfaction. Responds in a professional and courteous manner to guests by providing accurate and timely information and services.

Essential Functions:

• Ensure outstanding guest service at all times.
• Maintains a friendly, cheerful and courteous demeanor at all times.
• Courteously and accurately answers inquiries from potential guests and accepts hotel reservations. 
• Responds to telephone and in-person inquiries regarding reservations, hotel information and guest concerns.
• Uses suggestive selling techniques to sell room nights, increase occupancy and revenue.
• Supervise daily shift process ensuring all team members adhere to standard operating procedures.
• Train, direct the work of, resolve issues/problems and coach and counsel the front desk team members to ensure a quality operation.
• Resolve customer issues, complaints, problems in a quick, efficient manner to maintain a high level of customer satisfaction and quality service.
• Adhere to all company policies and standard operating procedures, while remaining well versed to ensure proper adherence and training for other team members.
• Allocate rooms to expected arrivals after checking the guests preferences and special requests.
• Build strong relationships and liaise with all other department's especially housekeeping, reservations etc.
• Cross Check all billing instructions are correctly updated. 
• Supervise the operations of the front desk to ensure an optimal level of service and hospitality is provided to the guests.
• Performs other duties as assigned, requested or deemed necessary by management.
• Ensures safety by following guest check in and security procedures and reporting suspicious activity to security, manager, or MOD.
• Participate in hotel committees and task force assignments.
• Assist all departments in servicing the guests during high volume periods.
• Takes responsibility in the absence of the manager on duty.
• As a supervisor you will be a role model, sharing your expertise and continually inspiring the front office team.

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Requirements: 

• Minimum 2 to 3 years work experience as Front Office Associate in a hotel.
• Available to work a flexible schedule including nights, evenings, weekends, and holidays.
• Prolonged periods standing or walking.
• Must be able to lift, bend, stoop, climb, reach, and lift up to 30 pounds at a time.

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Benefits:

• 401k with Company Match (full-time)
• Health, dental, and vision insurance (full-time)
• Holiday Pay
• Paid Vacation
• Company Growth & Leadership Development
• Professional Advancement
• Maternity and Paternity Leave (full-time)
• Travel perks and discounts at hotel properties.

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Note: This job description is not intended to be a contract for employment, and the employer reserves the right to make any necessary revisions to the job description at any time.

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About Hotel Lucile: Hotel Lucile is a landmark boutique property in the heart of Silver Lake, Los Angeles. Originally a church constructed in 1931, the building has seen several iterations of its purpose, with a rich history to inform its present day persona. The property includes 25 guest rooms, a restaurant and bar within the former sanctuary, choir loft and roof top communal spaces, pool, and gym.

A rotating program of artists and exhibitions, thoughtful minibar selection, and community programming will all bring dimension to the experience for both hotel guests and locals alike. While elements of the building have evolved, as it has been doing for nearly a century, many original elements have been preserved to maintain its distinct character against the contemporary design, such as the original stained glass, soaring ceiling beams, window frames, and wood flooring. 

Hotel Lucile is looking forward to opening its doors to the neighborhood once again — as a second home for those coming from afar to explore the city, and locals looking for a space to gather.

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About Casetta: ‘Casetta,’ Italian for little house, is a hospitality brand that breathes new life into buildings with distinct histories, in meaningful destinations. Our name is our guide as we foster familiar spaces that feel like home. 

Each property carries its own personality expressed through thoughtful design, considered food and beverage, and authentic community connection, with a recognizable thread running throughout. Whether drawn to surf, snow, or city energy, guests find a welcoming retreat: a little house, close to home. All driving distance from one another, the Casetta portfolio promises ease of travel and a familiar hospitable feel across the board.

As a team, we are guided by the following internal principals:

• A Warm Welcome: guests arrive as visitors and leave as friends
• Proximity as Priority: close enough but different enough
• Discover Anew: an offering of something new
• The Casetta Thread: to feel the Casetta experience, regardless of the property
• Leave it Better: leaving places, buildings, and communities better than we found them

Our portfolio includes Casa Cody, in the heart of Palm Springs, The Pearl Hotel in San Diego, Hotel Marina Riviera in Big Bear Lake, Hotel Willa in Taos, and The Surfrider in Malibu. The newest property in our portfolio, Hotel Lucile, will open in the heart of Silver Lake, Los Angeles, late Summer 2026.