Job Description

The Front Office Supervisor plays a pivotal role in leading the daily operations of the front desk and guest services team. You will create a welcoming environment, oversee front office staff, and ensure that all service standards are met with professionalism and warmth. Your ability to handle guest concerns promptly and provide personalized service will be key to delivering exceptional and memorable guest experiences.

• Lead and supervise the daily operations of the front office team to ensure smooth check-in/check-out processes and exceptional guest experiences.
• Provide proactive and friendly service, ensuring that all guest interactions are positive and tailored to individual needs.
• Handle guest concerns and complaints with a swift, solution-oriented approach, ensuring issues are resolved quickly and professionally.
• Communicate department priorities and special requests clearly to all staff, ensuring a seamless, personalized experience for every guest.
• Monitor staff performance, provide coaching, and ensure the team is meeting service standards and expectations.
• Maintain a strong focus on guest satisfaction, ensuring consistent, high-quality service at all times.
• Collaborate with other hotel departments to address guest needs and ensure efficient operational flow.
• Stay informed on all hotel policies, procedures, and relevant information to effectively manage guest needs and departmental operations.
• Be prepared and responsible when assigned any other duties as designated by management.
• Service-focused personality is essential – experience in customer service or hospitality required.
• Prior experience in a leadership or supervisory role within a front office or guest services environment is preferred.
• Proficient in Opera or similar property management systems (PMS) and basic office software.
• Strong communication skills, both written and verbal.
• Ability to think quickly and adapt to changing situations, keeping calm under pressure.
• Detail-oriented, organized, and able to manage multiple tasks effectively.
• Strong problem-solving skills and a proactive approach to guest satisfaction.

Qualifications

• High school diploma or equivalent; a degree in Hospitality Management or a related field is preferred.
• Previous experience in hotel management or a similar role, with at least 3 years in a supervisory capacity.
• Strong leadership and team management skills.
• Excellent customer service and communication skills.
• Ability to handle difficult situations and resolve conflicts effectively.
• Proficient in hotel management software and Microsoft Office.
• Knowledge of safety and security protocols in the hospitality industry.

Flexible schedule, including the ability to work nights, weekends, and holidays