Hotel Front Office Supervisor

Description

The Hotel Front Office Supervisor leads daily desk operations, managing staff, resolving guest issues, and ensuring smooth check-ins. Acting as a bridge between agents and management, they train personnel, handle billing, and maintain service standards to maximize hotel revenue and guest satisfaction.

Responsibilities

• Team Leadership: Supervise front desk agents, assign daily tasks, and create shift schedules.
• Guest Relations: Oversee arrivals and departures, handle escalated complaints, and ensure special requests or VIP needs are met.
• Training & Development: Train new hires, conduct performance coaching, and keep the team updated on hotel policies and brand standards.
• Administrative Duties: Manage cash drawers, process payments, and verify billing accuracy.
• Cross-Departmental Communication: Coordinate with Housekeeping, Maintenance, and Sales departments to ensure smooth operations and room availability.
• Emergency Management: Act as the primary point of contact and role model for the desk during heavy activity or emergency situations.

Qualifications

• Typically 1-3 years in a front desk or guest service role, with prior supervisory experience preferred.
• Strong communication, conflict resolution, and problem-solving skills. Proficiency with Property Management Systems (PMS) like OnQ is highly valued.
• A professional, hospitable demeanor, the ability to remain calm under pressure, and strong organizational capabilities.