Front Desk Supervisor

Front Desk Supervisor 
(19505)

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. 

Cradled on the cusp of the Baja Peninsula, One&Only Palmilla is a legendary retreat where the marvels of Mexico come to life in ultimate style. The warm Mexican charm is one of our most unique and valued assets. 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.

About the Job

The Front Desk Supervisor is responsible for leading and supervising the Front Office team to ensure seamless daily operations and the highest standards of guest satisfaction. This role serves as a key ambassador of the Resort, ensuring every guest interaction reflects our ultra-luxury service philosophy and commitment to excellence.

The Front Desk Supervisor acts as a role model for Reception-Concierge Agents, providing guidance, coaching, and operational oversight while maintaining exceptional service delivery. The position requires strong leadership, attention to detail, and ownership of guest experiences from arrival to departure.

About You

You are a service-driven leader with a passion for hospitality and a natural ability to inspire teams. You thrive in a fast-paced luxury environment and understand that every guest interaction is an opportunity to exceed expectations.

You are organized, solution-oriented, and confident in handling guest concerns with professionalism and empathy. You take ownership, lead by example, and continuously seek operational excellence. Your attention to detail, communication skills, and ability to remain composed under pressure set you apart.

You believe in teamwork, accountability, and creating a positive working environment where colleagues feel supported and empowered.

Key Responsibilities

• Supervise daily Front Desk operations to ensure efficiency, accuracy, and service excellence.

  
  

• Ensure compliance with Resort policies, grooming standards, and operational procedures.

  
  

• Lead by example, inspiring the team to deliver personalized, joyful, and ultra-luxury guest experiences.

  
  

• Monitor and enforce hygiene, safety, and Lost & Found procedures.

  
  

• Ensure workspace cleanliness, disinfection protocols, and equipment functionality.

  
  

• Attend and cascade information from Front Office briefings.

  
  

• Maintain effective communication with all departments to ensure smooth operations.

  
  

• Handle guest concerns professionally, taking full ownership and ensuring prompt resolution.

  
  

• Supervise check-in and check-out processes to guarantee accuracy and efficiency.

  
  

• Oversee reservation handling (individual and group), room assignments, and upselling opportunities.

  
  

• Review high balances and ensure proper reauthorizations.

  
  

• Supervise coordination of itineraries, transportation, restaurant reservations, and activities.

  
  

• Review End-of-Shift reports and ensure proper shift handover.

  
  

• Support scheduling needs in coordination with Resort Assistant Managers.

  
  

• Take leadership responsibility in the absence of the Resort Assistant Manager.

  
  

• Ensure correct use of systems including Opera PMS, ALICE, SAGA, Applinet, American Express terminals, and related platforms.

  
  

• Manage stationery, printing supplies, and operational inventories.

  
  

• Post transportation charges in coordination with the Connectivity Center Supervisor.

  
  

• Perform any additional operational duties as required by Front Office Management.

  
  

Requirements

• Minimum 2–3 years of Front Office experience in a luxury hospitality environment.

  
  

• Previous supervisory experience preferred.

  
  

• Strong knowledge of Opera PMS (required).

  
  

• Experience with guest service platforms such as ALICE and preference management systems.

  
  

• Advanced problem-solving and conflict resolution skills.

  
  

• Excellent verbal and written communication skills in English (additional languages are an asset).

  
  

• Strong leadership and team development skills.

  
  

• Ability to work flexible schedules, including weekends and holidays.

  
  

• High level of professionalism, grooming, and presentation.

  
  

• Strong attention to detail and financial accuracy in billing procedures.

  
  

• Knowledge of luxury service standards and ultra-luxury guest expectations.

  
  

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.