Hotel Front Office Supervisor

Job Overview:

As a Front Office Supervisor, you will be responsible for overseeing front desk activities, managing reservations, and ensuring a welcoming atmosphere for all guests.

Key Responsibilities:

1. Supervise Front Office Staff:

• Lead, manage, and motivate front office staff to ensure high levels of guest satisfaction and productivity.
• Conduct daily briefings, assign duties, and ensure proper training of team members.
• Provide guidance and support to front office personnel in handling guest requests, concerns, and inquiries.
• Monitor staff performance, provide feedback, and implement corrective actions when necessary.

1. Customer Service Excellence:

• Ensure that all guests receive prompt, professional, and courteous service.
• Address guest concerns or complaints effectively and promptly, escalating to management when required.
• Maintain a positive, helpful attitude and resolve any issues to guarantee a memorable guest experience.

1. Front Desk Operations:

• Oversee check-in and check-out procedures, ensuring they are carried out efficiently and accurately.
• Monitor the reservation system, ensuring accurate room allocation and availability.
• Handle special requests, VIP guests, and any booking discrepancies.
• Ensure all front desk operations comply with hotel policies and procedures.

1. Staff Scheduling & Coordination:

• Create and maintain staff schedules to ensure adequate coverage during peak hours, including evenings, weekends, and holidays.
• Monitor attendance and ensure staff compliance with scheduled shifts.
• Adjust staffing as needed based on guest demand and operational requirements.

1. Cash and Payment Handling:

• Ensure all cash handling and payment transactions are processed accurately.
• Supervise cashiers and ensure proper reconciliation of daily cash and credit card transactions.
• Ensure all reports related to cash, deposits, and payments are completed in a timely and accurate manner.

1. Communication & Reporting:

• Maintain clear communication with the management team and other departments to ensure smooth operations.
• Prepare and submit daily reports related to guest feedback, occupancy, and room status.
• Keep management informed about any operational issues, staffing concerns, or guest feedback.

1. Training & Development:

• Assist in training new staff and provide ongoing development to existing team members.
• Ensure staff are up-to-date with hotel policies, safety procedures, and customer service protocols.

Qualifications & Skills:

• Experience: Minimum 2 years of experience as a Front Office Supervisor or in a similar supervisory role within a hotel or hospitality environment.
• Customer Service: Strong ability to manage guest interactions, resolve complaints, and ensure high customer satisfaction.
• Leadership: Demonstrated experience in supervising and motivating a team of front office staff.
• Scheduling: Proficient in creating and managing staff schedules based on hotel occupancy and business needs.
• Communication: Excellent verbal and written communication skills.
• Problem-Solving: Ability to handle high-pressure situations, resolve issues, and make quick decisions.
• Technical Skills: Familiarity with hotel management software (e.g., Opera, Micros, etc.), as well as Microsoft Office Suite.
• Education: High school diploma or equivalent required; a degree in hospitality management is preferred.

Additional Requirements:

• Flexibility to work varied shifts, including evenings, weekends, and holidays.
• Strong organizational and time-management skills.
• Ability to work independently as well as part of a team.