The Front Office Supervisor plays a vital role in overseeing daily front desk operations, ensuring exceptional guest service, and supporting the Front Office Manager. This position directly impacts guest satisfaction and operational efficiency by leading a team that manages check-ins, check-outs, reservations, and guest inquiries with professionalism and care. HOW YOU'LL SHAPE THE EXPERIENCE & FUTURE - Supervise and mentor front desk staff to deliver outstanding customer service that reflects the hotel's brand standards.
- Coordinate with housekeeping, concierge, and other departments to ensure smooth guest experiences.
- Handle guest concerns and resolve issues promptly and effectively, turning challenges into positive experiences.
- Assist in training new employees and fostering a collaborative, motivated team environment.
- Assist in requesting, organising, delivering special amenities to guests.
- Organize in-room decor for guests to celebrate special occasions.
- Monitor daily front office operations, including managing shift schedules, cash handling, ensuring accuracy in billing and room assignments.
- Assist in answering phones in PBX
- Assist in rooms control desk.
- Assist in room reservations.
- Assist bell services and baggage storage.
- Support management in implementing new processes and technology enhancements to improve front desk efficiency.
- Other duties as assigned.
KEY STRENGTHS FOR SUCCESS - Strong leadership and team-building skills with a hands-on approach
- Excellent communication and interpersonal abilities
- Detail-oriented with strong organizational skills and multitasking capability
- Ability to remain calm and professional in high-pressure situations
- Proficient in front office systems (PMS) and basic office software
- A genuine passion for hospitality and creating memorable guest experiences
PROFESSIONAL EXPERIENCE - Minimum 2 years of experience in front desk operations within the hospitality industry
- Previous supervisory or leadership experience preferred
- Familiarity with hotel property management systems and reservation platforms
- Proven track record of delivering excellent customer service and managing guest relations
ACADEMIC BACKGROUND - High school diploma or equivalent required
- Associate or Bachelor's degree in Hospitality Management or related field preferred but not required
Benefits - Medical, dental, and vision (HSA available)
- Company-paid disability & life insurance
- Employee Assistance Program
- Supplemental benefits
- 401(k) with match
- Employee discounts
- Paid vacation & sick time
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