Front Office Supervisor

Job Description

Job Description

JOB DESCRIPTION

The Front Office Supervisor supports the Front Office Manager in overseeing the daily operations of the front desk and guest services team at Angler’s Hotel – Miami Beach. This position ensures that guest arrivals, departures, and in-house services are handled efficiently while maintaining the highest standards of hospitality and service. The Front Office Supervisor provides leadership and operational support to Guest Service Agents and front desk staff, ensuring smooth operations, accurate guest account management, and prompt resolution of guest concerns.

RESPONSIBILITIES

Essential Functions

• Supervise daily front desk operations and support Guest Service Agents during assigned shifts.
• Ensure efficient and professional check-in and check-out processes for guests.
• Monitor daily arrivals, departures, and room availability to maintain operational flow.
• Assist with room assignments and coordinate with housekeeping regarding room readiness.
• Review guest reservations, traces, alerts, and special requests to ensure proper handling.
• Provide support for VIP arrivals, loyalty program members, and special guest accommodations.
• Assist with resolving guest concerns, service recovery situations, and operational issues.
• Monitor front desk cash handling, billing accuracy, and credit card authorizations.
• Review guest folios and billing information to ensure accuracy prior to checkout.
• Communicate operational updates and guest issues to management and other departments.
• Ensure front desk workstations are organized and properly stocked with supplies.
• Support training and coaching of Guest Service Agents to maintain service standards.
• Maintain compliance with hotel policies, safety procedures, and operational guidelines.

Additional Responsibilities

• Assist the Front Office Manager with scheduling, shift coverage, and operational planning.
• Participate in team briefings, shift pass-on reports, and operational meetings.
• Support onboarding and training of new front desk team members.
• Monitor guest feedback and assist with service improvement initiatives.
• Maintain communication with housekeeping, engineering, and other departments to ensure efficient hotel operations.
• Assist with operational reporting and documentation as required.
• Perform additional duties as assigned by management.

PERSONAL COMPETENCIES

• Strong leadership and supervisory skills
• Excellent guest service and interpersonal communication abilities
• Strong organizational and problem-solving skills
• Ability to manage multiple priorities in a fast-paced hospitality environment
• Professional demeanor with strong attention to detail
• Ability to motivate and support team members

EDUCATION, EXPERIENCE AND SKILLS REQUIREMENTS

• High School diploma or equivalent required; college coursework in Hospitality Management preferred
• Minimum of two (2) years of front desk or guest services experience in a hotel environment
• Previous supervisory experience preferred
• Experience with Property Management Systems (Opera or Medialog preferred)
• Proficiency with Microsoft Office and front desk systems
• Fluency in English required; Spanish preferred; French is a plus
• Ability to work flexible schedules including evenings, weekends, and holidays

PHYSICAL DEMANDS & WORKING CONDITIONS

Physical Requirements

• Ability to stand and walk for extended periods (up to 8 hours per shift).
• Ability to use computers, telephones, and other office equipment.
• Occasional lifting of items up to 25 pounds.

Work Environment

• Hospitality environment with frequent guest interaction.
• Fast-paced front office setting requiring multitasking and attention to detail.
• Work performed primarily indoors with varying levels of activity depending on occupancy.

INTENT AND FUNCTION OF THE JOB DESCRIPTION

The Company reserves the right, at any time with or without notice, to modify job duties, reassign responsibilities, or assign additional tasks as business needs require. Employees may be asked to perform other duties that support the successful operation of Angler’s Hotel.