Front Office Supervisor

PROPERTY: GRAND HOTEL HAMAMATSU

JOB CATEGORY: Room & Guest Service Operations

SCHEDULE: Full-Time

Job Summary

The Front Desk Supervisor plays a crucial role in ensuring exceptional guest experiences and smooth front desk operations. As the Front Desk Supervisor, you will oversee the front desk team and ensure efficient check-in and check-out procedures, excellent customer service, and accurate handling of guest inquiries and requests. You will also be responsible for maintaining a professional and welcoming atmosphere in the lobby area.

Qualifications & Requirements

• At least 3 years of experience in a customer service or front desk role, with at least 1 year of experience in a supervisory capacity.
  
• Excellent communication and interpersonal skills, with the ability to resolve conflicts and diffuse tense situations.
• Strong organizational skills and attention to detail, with the ability to manage multiple tasks simultaneously.
• Proficiency in Microsoft Office and using hotel management software / computer systems.
• Flexibility to work weekends, evenings, and holidays as needed.
• Business level English proficiency and native Japanese required.

Responsibilities

As a Front Desk Supervisor, you will be responsible for the following:

• Supervising the front desk team to ensure that all staff members are providing excellent customer service, resolving guest issues, and completing administrative tasks in a timely and accurate manner.
• Serving as a point of contact for guests who have questions or concerns, and escalating issues to upper management as needed.
• Training new front desk employees and ensuring that all team members are aware of hotel policies and procedures.
• Managing room reservations, check-in, and check-out processes, ensuring that all information is accurate and up-to-date in hotel management systems.
• Processing payments, deposits, and refunds accurately and efficiently.
• Maintaining accurate records of hotel occupancy rates, room availability, and guest requests.
• Coordinating with other departments to ensure that guests receive all necessary amenities and services during their stay.
• Overseeing the cleanliness and organization of the front desk area, ensuring that it is always presentable and welcoming to guests.