The posting
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.
