front desk supervisor

Job Overview:

We are seeking a professional, customer-focused Front Office Supervisor with at least 2 years of experience in managing front office operations in a hotel setting. The ideal candidate will have a proven track record of leading front office staff, delivering exceptional customer service, and ensuring smooth daily operations at the hotel front desk. 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:

2. Lead, manage, and motivate front office staff to ensure high levels of guest satisfaction and productivity.

3. Conduct daily briefings, assign duties, and ensure proper training of team members.
4. Provide guidance and support to front office personnel in handling guest requests, concerns, and inquiries.
5. Monitor staff performance, provide feedback, and implement corrective actions when necessary.

6. Customer Service Excellence:

7. Ensure that all guests receive prompt, professional, and courteous service.

8. Address guest concerns or complaints effectively and promptly, escalating to management when required.
9. Maintain a positive, helpful attitude and resolve any issues to guarantee a memorable guest experience.

10. Front Desk Operations:

11. Oversee check-in and check-out procedures, ensuring they are carried out efficiently and accurately.

12. Monitor the reservation system, ensuring accurate room allocation and availability.
13. Handle special requests, VIP guests, and any booking discrepancies.
14. Ensure all front desk operations comply with hotel policies and procedures.

15. Staff Scheduling & Coordination:

16. Create and maintain staff schedules to ensure adequate coverage during peak hours, including evenings, weekends, and holidays.

17. Monitor attendance and ensure staff compliance with scheduled shifts.
18. Adjust staffing as needed based on guest demand and operational requirements.

19. Cash and Payment Handling:

20. Ensure all cash handling and payment transactions are processed accurately.

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

23. Communication & Reporting:

24. Maintain clear communication with the management team and other departments to ensure smooth operations.

25. Prepare and submit daily reports related to guest feedback, occupancy, and room status.
26. Keep management informed about any operational issues, staffing concerns, or guest feedback.

27. Training & Development:

28. Assist in training new staff and provide ongoing development to existing team members.

29. 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.