Hotel Name: M Social Sunnyvale Location: Onsite – Sunnyvale, CA Salary Range: $32.00 Hourly Join the Team at M Social Sunnyvale At M Social Sunnyvale, we don’t just welcome guests—we create moments, spark connections, and bring energy to every interaction. Designed for the young at heart, M Social delivers a bold and vibrant hospitality experience. About M Social Sunnyvale As the first ground-up M Social in the U.S., this innovative property features 263 rooms, a dynamic courtyard, and the signature Beast & Butterflies social hub. Located in Silicon Valley, the hotel blends technology, design, and social connectivity to create a unique guest experience. As part of Millennium Hotels & Resorts, a global hospitality leader with over 145 hotels across key destinations worldwide, our hotel is backed by a legacy of quality, consistency, and service excellence—driven by a passion for hospitality, an entrepreneurial spirit, innovation, and a progressive, solutions-oriented approach." At Millennium, we are guided by our core values: • Passion for Hospitality – Delivering meaningful and memorable guest experiences • Entrepreneurial – Taking ownership and acting with agility • Innovation & Progressive – Continuously improving how we operate and serve • Solutions & Results Oriented – Staying adaptable and focused on results These values shape how we work, how we lead, and how we create exceptional experiences for our guests and our teams. About the Role: As our Front Office Supervisor, you will help lead the day-to-day operations of the Front Office while creating a welcoming, seamless, and memorable experience for every guest. You will serve as a key leader on the floor, supporting Front Desk, Guest Services, and other Front Office team members while ensuring service standards and hotel procedures are consistently followed. You will be a visible presence for both guests and employees—coaching the team, resolving guest concerns, supporting operational needs, and helping create the energetic and social environment that defines M Social. This role is ideal for a hospitality professional who leads by example, enjoys connecting with people, and thrives in a fast-paced environment where no two days are the same. Your Impact – Creating Exceptional Arrivals & Stays You will help set the tone for every guest's experience from the moment they arrive. Through thoughtful service, strong communication, and hands-on leadership, you will help ensure every guest feels welcomed, connected, and part of the M Social experience. What You'll Be Doing Front Office Operations • Supervise daily Front Office operations, ensuring smooth and efficient guest service • Support the Front Office Manager with the overall operation of the department • Monitor arrivals, departures, room availability, and guest requests • Ensure accurate check-in and check-out procedures are followed • Review room assignments and assist with resolving room availability challenges • Monitor the lobby and Front Office area to ensure a welcoming and engaging environment • Ensure all Front Office procedures are followed in accordance with hotel standards • Assist with opening and closing procedures and daily operational tasks • Maintain awareness of hotel occupancy, VIP arrivals, groups, special events, and operational priorities Guest Experience • Welcome guests warmly and create a positive first and last impression • Engage with guests throughout their stay and anticipate their needs • Handle guest concerns, complaints, and service recovery situations professionally • Empower team members to resolve guest issues while knowing when to escalate matters • Follow up on guest concerns to ensure complete resolution • Recognize VIPs, repeat guests, and special occasions • Promote hotel amenities, outlets, events, and M Social experiences • Look for opportunities to personalize the guest experience and create memorable moments Team Leadership & Coaching • Lead by example and consistently demonstrate M Social service standards • Supervise, coach, and support Front Office team members during each shift • Conduct shift briefings and communicate important hotel information • Provide real-time coaching and feedback to team members • Assist with training new employees on Front Office procedures, systems, and service expectations • Monitor employee performance, attendance, appearance, and adherence to hotel policies • Recognize team members for exceptional service and contributions • Foster a positive, inclusive, and collaborative team environment • Support the Front Office Manager with scheduling and staffing needs as required Financial & Operational Controls • Ensure accurate handling of cash, credit cards, room charges, and other forms of payment • Monitor and balance Front Office transactions according to hotel procedures • Ensure proper authorization and documentation for discounts, adjustments, refunds, and complimentary services • Review reports and identify discrepancies requiring follow-up • Maintain awareness of room rates, packages, promotions, and upselling opportunities • Encourage the team to identify appropriate opportunities to enhance guest stays and hotel revenue Communication & Collaboration • Communicate effectively with Housekeeping regarding room status, priorities, and guest requests • Partner with Reservations regarding bookings, modifications, and special requests • Work closely with Engineering to address maintenance issues affecting guests • Coordinate with Food & Beverage, Sales, and other departments to support the overall guest experience • Communicate important information during shift changes and daily briefings • Maintain clear and professional communication with hotel leadership • Assist with emergency situations and follow established hotel procedures Quality Assurance & Compliance • Ensure Front Office operations comply with company policies, hotel standards, and applicable regulations • Protect guest privacy and confidential information • Ensure proper handling and documentation of guest complaints and incidents • Follow established procedures for lost and found, safety, security, and emergency situations • Monitor service standards and identify opportunities for improvement • Support internal inspections, audits, and quality assurance initiatives • Maintain a professional appearance and ensure team members meet established grooming and uniform standards Requirements • Passion for hospitality and creating memorable guest experiences • Strong leadership and team-building skills • Excellent communication and interpersonal skills • Strong problem-solving and decision-making abilities • Ability to remain calm and professional in a fast-paced environment • Strong organizational skills and attention to detail • Ability to handle sensitive guest situations with professionalism and empathy • Ability to prioritize multiple tasks and respond quickly to changing operational needs • High level of integrity, professionalism, and accountability • Genuine interest in connecting with guests and creating a social, welcoming environment Technical / Role-Specific Requirements • Minimum 2 years of Front Office or hotel guest service experience • Previous supervisory or leadership experience in hospitality preferred • Strong knowledge of hotel Front Office operations and guest service standards • Experience with Opera Cloud or another hotel Property Management System preferred • Knowledge of hotel check-in/check-out procedures, room status, reservations, and billing • Experience handling cash, credit card transactions, and guest accounts • Ability to use Microsoft Office and standard hotel technology • Knowledge of hotel safety, security, and emergency procedures • Familiarity with upselling and revenue-generating guest service techniques preferred Preferred Qualifications • Previous experience as a Front Desk Agent, Guest Services Agent, or Front Office Supervisor • Previous experience in a full-service hotel or resort environment • Experience coaching and developing Front Office employees • Experience with guest recovery and complaint resolution • Experience working with VIP guests and special accommodations • Strong knowledge of Opera Cloud or similar PMS • Bilingual abilities are a plus Physical Requirements • Ability to stand and walk for extended periods • Ability to move throughout the hotel to support operational needs • Ability to sit and work at a computer as needed • Ability to lift and carry up to 20 pounds occasionally • Ability to operate standard office and hotel equipment • Ability to work varied shifts, including mornings, evenings, weekends, and holidays Education • High school diploma or equivalent required • Associate's or Bachelor's degree in Hospitality Management, Business Administration, or a related field preferred • Equivalent combination of education and relevant hospitality experience may be considered where appropriate Benefits At Millennium Hotels & Resorts, we support our employees with a competitive benefits package designed to promote wellbeing and long-term success: • Medical, Dental & Vision Insurance • Company-paid Life and AD&D Insurance • Short-Term and Long-Term Disability Coverage • 401(k) Retirement Plan with Company Match (where applicable) • Paid Time Off & Paid Holidays • Hotel Room Discounts across our global portfolio • Employee Assistance Program (EAP) Benefits eligibility and offerings are subject to plan terms and company policy. Why Join Us At Millennium Hotels & Resorts, you’re not just taking on a role—you’re joining a global organization committed to people, performance, and growth. Whether you’re supporting operations behind the scenes or delivering service on the front line, your work contributes to a culture focused on hospitality, collaboration, and results. If you’re looking for an opportunity to grow, contribute, and make an impact, we invite you to join our team.