The Sea Pines Resort – Hilton Head Island, SC
The Front Desk Supervisor at the Welcome Center for Homes & Villas is responsible for overseeing daily front office operations, ensuring a seamless and elevated arrival and departure experience for guests. This role serves as a key leader on the front desk team, setting the tone for exceptional service delivery, operational efficiency, and alignment with Forbes Travel Guide standards.
The ideal candidate is a service-driven leader who thrives in a fast-paced, luxury environment and is passionate about creating memorable first impressions while mentoring and developing team members.
- Lead by example in delivering personalized, anticipatory service in alignment with Forbes Travel Guide standards
- Ensure all guest interactions are warm, professional, and solution-oriented
- Oversee check-in and check-out processes for Homes & Villas guests, ensuring accuracy and efficiency
- Proactively resolve guest concerns, service recovery situations, and special requests
- Act as a point of contact for VIP arrivals, repeat guests, and owners
- Supervise and support Front Desk Agents, ensuring adherence to service standards and procedures
- Conduct daily shift briefings, communicating key arrivals, departures, and operational updates
- Provide coaching, feedback, and ongoing training to enhance team performance
- Support onboarding and orientation of new team members
- Foster a positive, inclusive, and high-performance team culture
- Ensure accuracy of reservations, billing, folios, and room assignments
- Monitor daily reports, occupancy, and guest preferences to anticipate needs
- Maintain effective communication with Housekeeping, Engineering, and other departments
- Assist with scheduling, payroll review, and shift coverage as needed
- Ensure compliance with all company policies, procedures, and brand standards
- Champion Forbes Travel Guide standards, including Courtesy & Manners, Sense of Place, and Cleanliness & Wellness
- Ensure team members are knowledgeable about resort offerings, amenities, and local experiences
- Uphold The Sea Pines Resort brand standards in all guest-facing and internal interactions
- Minimum of 2–3 years of front office experience in a hotel, resort, or luxury hospitality environment
- Previous supervisory or leadership experience preferred
- Strong knowledge of front desk systems (PMS experience required; Visual One preferred)
- Excellent communication, interpersonal, and problem-solving skills
- Ability to multitask and perform under pressure in a fast-paced environment
- Strong attention to detail and organizational skills
- Must be legally authorized to work in the United States and able to provide proof of work authorization
- Flexible schedule, including weekends, evenings, and holidays
- Ability to stand for extended periods and perform light administrative and operational duties
- Work in a Forbes-recognized luxury resort environment
- Opportunity for career growth and leadership development
- Be part of a team dedicated to exceptional guest service and memorable experiences
- Access to employee benefits, resort amenities, and a vibrant coastal workplace
Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights (https://www.eeoc.gov/poster) notice from the Department of Labor.
