Front Office Supervisor 95 views

Key Responsibilities:

Guest Service & Experience

• Supervise the daily operations of the Front Office, including reception, concierge, reservations, and guest services.
• Ensure a warm, professional, and efficient welcome and departure experience for all guests.
• Handle guest complaints, requests, and feedback promptly, ensuring service recovery and guest satisfaction.
• Maintain high standards of customer care and hospitality in line with hotel brand standards.

Operational Supervision

• Monitor and manage front desk operations, including check-in, check-out, room assignments, and billing.
• Oversee cash handling, billing procedures, and compliance with financial policies.
• Coordinate closely with Housekeeping and Maintenance to ensure room
readiness and prompt service delivery.
• Ensure smooth communication between shifts through proper handovers and logbook updates.

Staff Supervision & Training

• Supervise, train, and motivate front office staff, including receptionists, bell staff, and concierge.
• Conduct daily briefings to communicate hotel policies, occupancy levels, and VIP arrivals.
• Ensure grooming, uniform, and professional standards are maintained at all times.
• Support the Front Office Manager in performance reviews and team development.

Reservations & Revenue Support

• Oversee reservations to ensure accuracy and maximize occupancy.
• Upsell rooms, services, and packages to increase hotel revenue.
• Monitor no-shows, cancellations, and overbookings, and implement corrective actions.

Administration & Reporting

• Prepare daily front office reports, including occupancy, arrivals, departures, and revenue summaries.
• Ensure accurate maintenance of guest records, profiles, and preferences in the PMS.
• Assist in preparing departmental schedules and managing payroll inputs.

Safety & Compliance

• Ensure front office operations comply with hotel policies, local laws, and safety regulations.
• Monitor and enforce security procedures for guest and staff safety.
• Support emergency response procedures and guest evacuation protocols when required.

Education and Experience

• Degree in Hospitality Management, Business Administration, or related field.
• Minimum 7 years of front office experience, with at least 5 years in a supervisory role (hotel experience essential).
• Strong knowledge of front office operations, reservations systems, and customer service standards.
• Proficiency in hotel Property Management Systems (PMS) such as Opera, Fidelio, or similar.

Skills and Attributes

• Exceptional interpersonal and communication skills, with fluency in English and preferably one or more additional languages.
• Excellent leadership, problem-solving, and organizational skills.
• Ability to handle pressure, multitask, and resolve conflicts professionally.
• High level of grooming, professionalism, and attention to detail.
• Flexibility to work shifts, weekends, and holidays according to operational needs.