Job Description

Front Office Supervisor
Job Summary:
The Front Office Supervisor assists the Front Office Manager in overseeing the daily operations of the front desk, reception, and switchboard areas. This role ensures that guests receive a seamless and exceptional check-in and check-out experience, resolves issues, and leads the front office team during their shift.
Key Responsibilities:

• Supervise the front desk team during an assigned shift, including Guest Service Agents and Bell Staff.
• Train new front office staff on hotel procedures, software, and service standards.
• Handle guest check-ins and check-outs, verifying payment methods and issuing room keys.
• Resolve guest complaints and issues swiftly and effectively, escalating when necessary.
• Manage room assignments and monitor room availability in real-time.
• Oversee cashiering procedures, including handling cash, processing credit cards, and settling accounts.
• Act as a "Manager on Duty" for the hotel during the shift, making key operational decisions.
• Ensure the front desk area is tidy and presentable and that all necessary supplies are available.
• Prepare and distribute daily reports related to occupancy, revenue, and special incidents.

Qualifications and Skills:

• Associate or Bachelor's degree in Hospitality Management or related field preferred.
• Proven work experience as a Front Desk Agent or in a similar supervisory role.
• Excellent problem-solving skills and the ability to remain calm under pressure.
• Proficiency in hotel property management systems (PMS) like Opera, Fidelio, or similar.
• Strong leadership and team management capabilities.
• Outstanding customer service and communication skills.
• Flexibility to work in shifts, including nights, weekends, and holidays.

Skills Required