Front Office Supervisor

Overview
Southall Farm & Inn is a luxury wellness retreat and working farm dedicated to exceptional hospitality, restorative experiences, and meaningful connection with nature. The Front Office Supervisor plays a key leadership role in ensuring that every guest’s stay reflects Southall’s commitment to warmth, authenticity, and elevated service.

Position Summary
The Front Office Supervisor supports daily front desk and guest services operations, providing guidance to the Front Office team while maintaining a gracious and seamless guest experience. This role ensures the smooth coordination of check-ins, check-outs, reservations, guest requests, and problem-resolution, while upholding Southall’s service standards.

Key Responsibilities

• Deliver warm, professional, and attentive service to all guests throughout their stay.
• Handle guest check-ins, check-outs, and inquiries with efficiency, accuracy, and hospitality.
• Resolve guest concerns or service issues promptly, ensuring satisfaction and maintaining Southall’s reputation for exceptional care.
• Coordinate with housekeeping, concierge, spa, dining, and other departments to ensure a seamless guest journey.

• Provide daily supervision and guidance to Guest Service Associates.
• Assist with scheduling, training, and performance coaching to support team development.
• Lead by example in maintaining a positive, service-oriented environment.
• Communicate operational updates, guest notes, and priorities to the team effectively.
• Ensure all Guest Services Associates maintain timely and appropriate communication with other departments.
• Monitor Guest Services Associate interactions for purposes of auditing and provide additional support as needed.
• Support team in new hire training and daily auditing
• Serve as Manager on Duty during assigned shifts, ensuring smooth operations and leadership coverage.

• Oversee reservation accuracy, room assignment processes, and billing integrity.
• Monitor lobby presence, ensuring cleanliness, organization, and a welcoming atmosphere.
• Assist in maintaining front office procedures, SOCs, and guest service protocols.
• Support night audit or shift-closing processes as needed.
• Perform other job-related duties as assigned.
• Comply with Southall Rules and Standards of Conduct as outlined in the Team Member Handbook.
• Maintain a professional, polished appearance in alignment with Southall’s grooming standards.
• Adhere to attendance and scheduling expectations, including availability for evenings, weekends, and holidays.
• Demonstrate expert knowledge of resort services, amenities, hours of operation, room types, rates, packages, promotions, group activities, and availability to confidently and accurately respond to guest inquiries.

• Maintain knowledge of emergency procedures and ensure staff compliance.
• Protect guest privacy and uphold data security standards.

Qualifications

• 2+ years of front office or guest services experience in a luxury hotel or resort environment; supervisory experience strongly preferred.
• Strong communication, problem-solving, and interpersonal skills.
• Proficiency with hotel PMS systems (e.g., Opera, FSPMS, or similar).
• Ability to remain calm and professional in fast-paced or high-pressure situations.
• A warm, welcoming demeanor that aligns with Southall’s culture of hospitality.

Physical Requirements

• Ability to stand for extended periods.
• Ability to lift up to 25 lbs occasionally.
• Flexibility to work weekends, evenings, and holidays based on business needs.

OUR TEAM

Assembled intentionally with dynamic expertise, the Southall team is offered the unique opportunity to learn humbly with, and from, each other. We invest in a growth mindset and take it upon ourselves to strengthen our knowledge and grit daily. We honor the cycles of nature, get our hands dirty and taste the earth’s bounty in an effort to connect with the land.

We plan with purpose, seeing past the present day and seeking to consider the planet with each step. We embrace a blend of ancient techniques and modern technologies in our practice of sustainability. We celebrate ingenuity and resourcefulness and approach our roles through the eyes of an entrepreneur, looking beyond our respective corners to the big picture.

Acting with intention, we approach each day with gratitude for the opportunity to serve our guests and each other. A humble holder of our Michelin Key, our team strives to provide a level of luxury that feels effortless and sincere. The Southall team cares for our visitors with the same caliber of kindness and respect as we care for the humans that work alongside us.

Southall Farm and Inn is committed to a diverse and inclusive workplace. Southall provides equal employment opportunities to applicants and employees and does not discriminate on the basis of age, race, color, ancestry, religion, sex, sexual orientation, gender identity or expression, transgender, national origin, status as a protected veteran, disability or any other classification protected by law. All aspects of employment including the decision to hire, promote, discipline, or discharge, will be based on merit, competence, performance, and business needs.