Front Office Supervisor

Position Title: Front Office Supervisor

Revised: 11/11/22

Reports To: Front Office Manager and General Manager

Major Function:

To assist the Front Desk Manager in the operation of the front desk by directing, evaluating and supervising Guest Service Representative's to ensure guest satisfaction, employee satisfaction/retention, hotel standards, and budgeted revenue.

Essential Functions:

• Create guest satisfaction by providing first class services.

• Provide personal attention and responsibility when offering quality guest service.

• Supervise, train and coordinate the job functions to the front desk staff.

• Lead staff by example with positive attitude and follow hotel policies.

• Use responsible and proper phone etiquette.

• Listen, apologize with empathy, find solutions, and follow through when resolving issues.

• Promote teamwork and employee morale.

• Coach and counsel employees to encourage positive behaviours and correct negative behaviours.

• Set-up controls (i.e. overtime, safety deposit boxes, key logs, banks, and audit), to ensure the accuracy and completion of all work done by the front desk.

• Communicate job specifications to front desk staff and assign duties.

• Monitor and enforce uniform standards with front desk staff.

• Initiate front desk promotions and incentives with Front Desk Manager's approval.

• Perform "Manager on Duty" responsibilities to keep hotel operations running properly.

• Review and enforce shift reports, including detailed bucket checks, logs, and guest room call backs.

• Maintain adequate level of office supplies for the hotel.

• Conduct key inventory on a daily basis.

• Minimum one year experience preferred in OnQ Reservation Systems and experience in Customer Service Application and Downtime Procedures.

• Ensure front desk team is adhering to credit policies and procedures (cash payments, deposits, direct billing).

• Monitor and control employee payroll.

• Maintain employee files and training.

• Support the hotel's sales department and follow directions on group check-in in order to provide first class customer service.

• Follow hotel procedures especially wearing proper uniform, arriving to work in timely manner and providing respect to all guests and employees.

• Provide assistance to guests in picking up luggage and packages weighing up 30lbs.

• Make employees accountable to follow all Graves Hospitality Handbook Policies and Procedures.

• Review and train staff on emergency procedures in compliance with safety programs.

• Acknowledge guests at all times by using respectful, positive customer service and mannerism.

• Assisting in processing agency commissions.

*Must be flexible and able to work all shifts, holidays and weekends as needed.


• Additional duties may be assigned in the efforts of managing the front desk properly and providing first class hospitality to all guests