Front Office Supervisor

The Front Office Supervisor plays a crucial role in ensuring the smooth operation of the front desk and guest services at the hotel. They are responsible for supervising the front office team, providing exceptional guest service, and maintaining a welcoming and efficient check-in/check-out process. The Front Office Supervisor must exhibit strong leadership skills, excellent communication, and a passion for guest satisfaction.

Responsibilities:

1. Greet and welcome guests in a friendly and professional manner.
2. Handle guest check-ins and check-outs efficiently and accurately.
3. Assist guests with inquiries, requests, and complaints promptly, ensuring their needs are met to the highest standards.
4. Supervise the front office staff, including Front Desk Agents, Concierge, and Bell Attendants.
5. Schedule and organize the team's shifts to ensure adequate coverage during peak hours and maintain a smooth operation.
6. Train and onboard new front office team members, ensuring they understand the hotel's standards and procedures.
7. Oversee the front desk activities, ensuring proper cash handling, credit card processing, and guest account reconciliation.
8. Maintain accurate records of room availability, guest accounts, and other relevant information using the hotel's property management system.
9. Coordinate with Housekeeping to ensure room readiness and timely delivery of guest requests.
10. Monitor and respond to guest reviews and feedback, addressing any issues or concerns promptly.
11. Strive to create a positive guest experience by going the extra mile to exceed guest expectations.
12. Anticipate guest needs and provide personalized services to enhance their stay.
13. Effectively communicate with other hotel departments to ensure a seamless guest experience.
14. Keep the Front Office Manager and other relevant stakeholders informed of any critical issues or trends.
15. Handle guest complaints and resolve issues professionally and tactfully.
16. Empower front office staff to handle minor guest concerns and escalate significant issues to the Front Office Manager.
17. Ensure compliance with hotel security and safety procedures.
18. Monitor and report any suspicious activities or incidents to the appropriate personnel.

Requirements:

1. High school diploma or equivalent. Additional education in hospitality management is a plus.
2. Proven experience as a Front Desk Agent or similar role in the hospitality industry.
3. Strong customer service and problem-solving skills.
4. Excellent communication and interpersonal abilities.
5. Demonstrated leadership and supervisory skills.
6. Proficiency in using hotel property management systems and other relevant software.
7. Ability to work flexible hours, including weekends and holidays.