The Front Office Supervisor is responsible for supporting the Front Office operation while ensuring exceptional guest service standards throughout all guest interactions. This role oversees Guest Service Agents and daily front desk operations to ensure compliance with Forbes and luxury hospitality service standards. The Front Office Supervisor serves as a leader and role model within the department by supporting team development, overseeing guest arrivals and departures, managing VIP experiences, and ensuring operational excellence. This position works closely with all hotel departments to deliver seamless service, anticipate guest needs, and maintain a positive and efficient guest experience. MAIN DUTIES AND RESPONSIBILITIES: Guest Experience & Service - Provide a warm, professional, and welcoming experience for all guests throughout their stay.
- Coordinate VIP arrivals, special attention guests, repeat guests, and extended stay guest experiences.
- Meet, greet, and escort VIP guests to guestrooms while ensuring all preferences and requests are fulfilled.
- Respond promptly and professionally to guest inquiries, concerns, and service requests.
- Handle guest complaints effectively while providing immediate resolutions and service recovery.
- Maintain confidentiality and security of guest information at all times.
Front Office Operations - Oversee daily front desk operations and support Guest Service Agents in delivering luxury service standards.
- Ensure all Guest Service Agents follow LQA standards and complete required operational checklists.
- Monitor posting accuracy, rate code accuracy, and proper routing of third-party bookings.
- Monitor guest departures and coordinate closely with Housekeeping regarding room status updates.
- Perform Rooms Controller duties as required based on operational business levels.
- Maintain accurate inventory of Front Office supplies and operational materials.
Leadership & Team Development - Train and mentor Guest Service Agents on Front Office procedures, SOPs, and operational tools.
- Support the development and implementation of departmental SOPs and training initiatives.
- Schedule and monitor team member lunch breaks and operational coverage.
- Promote teamwork, professionalism, and a collaborative work environment.
- Serve as Manager on Duty (MOD) when assigned and respond professionally to operational challenges.
Operational Excellence - Coordinate guest preferences and ensure profiles are updated accurately.
- Work closely with Reservations, Housekeeping, Concierge, and leadership teams to communicate guest needs.
- Promote hotel outlets, amenities, and activities to enhance the guest experience.
- Maintain awareness of emergency procedures and hotel safety protocols.
- Analyze guest feedback and identify opportunities for service improvement.
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