SUMMARY

The Front Office Supervisor, reporting directly to the Front Office Manager, is responsible for overseeing front desk operations during shifts, ensuring that guests receive excellent service, and that all front desk activities are handled efficiently. This role involves supervising front desk staff, handling guest issues, and supporting the Front Office Manager in ensuring smooth operations.

KEY RESPONSIBILITIES

• Oversee front desk activities during shifts, including guest check-in, check-out, room assignments, and billing.

• Ensure that front desk staff adhere to hotel policies, procedures, and service standards.

• Monitor the daily performance of the front desk to ensure efficient and courteous guest service.

• Address and resolve guest inquiries, complaints, and requests in a timely and professional manner.

• Handle escalated guest concerns and ensure guests receive personalized attention, especially VIP guests.

• Monitor guest feedback and online reviews, taking corrective action when necessary to maintain high satisfaction levels.

• Assist in training, coaching, and mentoring front desk staff to maintain high service standards.

• Ensure that new hires are properly oriented and trained on front desk systems and hotel procedures.

• Provide continuous feedback to staff and assist with performance evaluations.

• Assist with managing room inventory and ensuring accurate room status updates in the property management system.

• Help prepare shift reports, financial summaries, and other documentation as needed.

• Ensure that front desk equipment is functioning properly and that the workspace is clean and organized.

• Liaise with housekeeping, reservations, maintenance, and other departments to ensure smooth coordination of guest services.

• Communicate important guest information to relevant departments, including special requests, preferences, and complaints.

• Attend regular meetings and participate in cross-departmental coordination efforts.

• Ensure the accurate processing of cash, credit card, and other payment transactions.

• Balance front desk cash drawers at the end of each shift and ensure compliance with financial controls.

• Handle guest issues or emergencies that arise during the shift, escalating to management when necessary.

• Ensure compliance with hotel safety, security, and emergency procedures.

It is not the intent of this Job Description to cover all aspects of the position but to highlight the most important areas of responsibility.