Hotel Supervisor at MXB Battery Operations LP – San Francisco, California

The Hotel Supervisor assists the Front Desk management team in overseeing the day-to-day operation of the front desk, public areas, and guest rooms, ensuring a seamless experience for members and guests at every touchpoint. This role is floor-focused, leading front-of-house staff and upholding The Battery’s service standards, policies, and procedures. The Supervisor builds strong relationships with members, managers, and team members to deliver a consistent, thoughtful, and well-executed arrival and stay experience.

DUTIES and RESPONSIBILITIES:

The following reflects management’s definition of essential functions for this job but does not restrict the tasks that may be assigned. Management may assign or reassign duties and responsibilities to this job at any time due to reasonable accommodation or for other reasons.

• Greet members and their guests promptly upon arrival

• Check guests in and out of the hotel; escort guests to rooms and provide orientation

• Ensure guests are treated in a friendly, accommodating manner

• Monitor guest reactions and adjust service to guarantee satisfaction

• Proactively receive and resolve member or guest complaints

• Act as an escalation point in the absence of management

• Communicate with all applicable departments to ensure smooth, continuous service

• Review hotel reservations and plan for special requests or VIPs

• Maintain working knowledge of hotel outlets, public areas, hours, and member information

• Update and review hotel availability across all platforms

• Ensure the telephone is answered promptly and professionally

• Conduct frequent inspections of guest rooms and public areas; address issues immediately

• Liaise with Housekeeping to ensure the property remains spotless

• Monitor and maintain hotel supplies

• Report maintenance issues (HVAC, plumbing, electrical, etc.) to the appropriate department

• Provide guidance, training, coaching, and mentoring to Front Desk staff

• Monitor staff appearance and take corrective action as needed

• Confer regularly with staff to ensure alignment on guest satisfaction and service standards

• Escalate concerns of staff performance to management for appropriate action

• Handle guest and member correspondence as needed

• Perform proper execution of opening and closing procedures

• Support Hotel & Guest Services Managers in executing departmental strategy and vision

• Implement strategies for continuous improvement of Front Desk operations

MINIMUM REQUIREMENTS

Must have and be able to do all of the following:

• College degree or equivalent in experience/education (preferred)

• 2-3 years front office supervisory experience at a 4-star or 5-star property

• Minimum of three years of experience in a luxury hotel level hotel atmosphere required.

• Must be able to read, write, speak, and understand English comprehensively.

• Must have basic math skills.

• Basic computer skills.

• Strong leadership and communication skills

• Polished, professional demeanor

• Steadfast focus on customer service and satisfaction

• Ability to lead and motivate team members as well as promote harmony and teamwork

• Meets legal age level requirement

ESSENTIAL SKILLS:
Must have and be able to do all of the following:

• Exceptional sense of hospitality with a desire to put the guest first

• Problem solving mentality to deliver the best possible outcome for the guest

• Self-starter that has a natural curiosity to learn and understand all aspects of the club business

• Polished, professional demeanor

• Personable and outgoing with strong written and verbal communication skills

You must have the physical, visual, and auditory ability to perform the essential functions of the job, with or without reasonable accommodations and be able to meet the following requirements:

• Heavy member/guest contact is required

• Must be able to tolerate varying noise levels, temperature, and illumination and air quality

• Requires hand-eye coordination and manual dexterity

• Requires normal sense or smell, taste, touch and sound

• Must be able to respond to visual or aural cues

• Continuously or periodically bend, twist, lean, lift, push, pull, kneel, bend, walk, stand, and/or sit up to 8+ hours per shift

• Lift up to 50 pounds in order to perform the essential functions

• Work in a stressful environment and stressful situations

• Work in an environment where the climate constantly changes

• Maneuver freely through all areas of the property

Hourly Pay: $35/hour