Front Office Supervisor

The Front Office Supervisor at Wright Park Hotel is responsible for overseeing the day-to-day operations of the Front Office during assigned shifts. This role ensures the efficient functioning of the front desk, delivering outstanding guest service and providing leadership and guidance to the front office staff. The Supervisor will handle guest relations, staff coordination, and resolve issues promptly while maintaining a smooth operational flow. They will assist the Front Office Manager with scheduling, training, and performance monitoring, ensuring all hotel policies and procedures are followed. Additionally, the Supervisor will play a key role in enhancing team performance, managing guest satisfaction, and supporting the manager in achieving operational goals.

Essential Duties and Responsibilities:

1. Day-to-Day Supervision and Operations

o Follow goals and objectives as set by the Front Office Manager

o Supervise and ensure smooth and efficient Front Office operations, including guest check-ins, check-outs, room assignments, and special requests.

o Coordinate with other departments (Housekeeping, Maintenance, etc.) to ensure rooms are ready and guest needs are met.

o Resolve guest complaints and issues efficiently and effectively, ensuring guest satisfaction is maintained.

o Ensure that all guest interactions are handled with a positive and professional attitude, adhering to the hotel's service standards.

1. Staff Coordination and Leadership

o Supervise task delegation to the front office staff during assigned shifts.

o Promote a positive work environment, motivating staff to provide exceptional service.

o Conduct with the Front Office Manager daily team briefings to ensure staff are aware of any updates, special guest needs, or operational concerns.

o Foster a team-oriented atmosphere to encourage collaboration and outstanding service delivery.

1. Staff Scheduling and Shift Management

o In coordination with the Front Office Manager, prepare and manage the daily/shift schedules, ensuring adequate coverage during peak times and addressing staffing shortages as needed.

o Monitor and report to the Front Office Manager staff attendance and performance, ensuring adherence to hotel policies and procedures.

o Communicate staffing needs to the Front Office Manager for any long-term adjustments.

1. Guest Relations

o Provide personalized and attentive service to guests, ensuring all special requests are met promptly.

o Address guest concerns and complaints, escalating issues to the Front Office Manager when necessary.

o Ensure that the front office team maintains high levels of guest satisfaction and positive feedback .

1. Performance Monitoring and Staff Development

o In coordination with the Front Office manager, monitor and provide daily feedback to staff regarding performance, guest service, and operational tasks.

o Offer on-the-job training to staff members, ensuring they understand hotel policies, procedures, and service expectations.

o Assist the Front Office Manager with identifying training needs and support the development of new employees.

o Work with the Front Office manager to maintain a strong focus on staff development, providing coaching and counseling where necessary.

1. Operational Support

o Ensure that the front office staff follows established procedures and standards for check-in/check-out, cash handling, and guest communication.

o Supervise room status verification and updates are communicated to the appropriate departments.

o Assist with the management of guest records, reservations, and billing to ensure accuracy.

o Support the Front Office Manager in maintaining the smooth functioning of the Property Management System (PMS).

1. Cash Handling and Financial Oversight

o Supervise adherence to all cash and cash equivalent-handling policies and procedures during the shift.

o Monitor and review cashiers' reports and ensure proper documentation of financial transactions.

o Assist the Front Office Manager in reconciling financial discrepancies, if any.

1. Safety and Emergency Procedures

o In coordination with the Front Office Manager, ensure all Front Office staff are knowledgeable of and adhere to safety protocols and emergency procedures.

o Respond to emergency situations as necessary, ensuring the safety of both guests and staff.

o Prepare and submit accident or injury reports when required.

1. Collaboration and Communication with Management

o Keep the Front Office Manager informed of all operational issues, including guest feedback, staff performance, and unusual occurrences.

o Ensure smooth communication between shifts to maintain consistency in operations.

o Provide input to the Front Office Manager regarding the team's performance and operational needs.

1. Reporting and Documentation

o Ensure that shift reports, guest feedback, and operational logs are accurately completed and handed over to the next shift.

o Submit the Front Office Daily Operations Report to the Front Office Manager regularly, providing insights into guest satisfaction and staff performance.

o Ensure that all documentation is properly maintained and stored according to hotel policies.

1. Leadership Responsibilities

o In the absence of the Front Office Manager, the Front Office Supervisor will assume the role and responsibilities of the Manager. This includes overseeing the daily operations, handling escalated guest concerns, supervising staff, and ensuring the smooth functioning of the Front Office.

o Ensure that all departmental activities continue seamlessly in the Manager's absence, maintaining the quality of service, adhering to policies, and making critical decisions as necessary.

Qualifications:

· Minimum 1-2years of experience in hotel front office operations as Supervisor or Team Leader

· Experience in a pre-opening hotel is highly preferred

· Proficient in hotel management software (Ezee, Opera, Hotelogix, ETC)

· Exceptional communication and leadership skills

· Strong customer service orientation with a problem-solving mindset

· Ability to handle multiple tasks in a fast-paced environment.

· Bachelor's degree in Hospitality Management or a related field (preferred)

· Preferably, resident of Baguio-Benguet

Job Type: Full-time

Benefits:

• Additional leave
• Health insurance
• Paid training
• Promotion to permanent employee
• Staff meals provided

Work Location: In person