Front Office Supervisor

About the role

Guest service and team supervision

• Supervise and direct Guest Service Agents, ensuring adherence to hotel standards and guidelines.
• Greet guests, manage check-ins, respond to requests, and handle account settlements with personalized service.
• Monitor team conduct and resolve guest complaints and concerns efficiently and professionally.
• Promote hotel facilities and identify opportunities to enhance guest experiences through upselling.

Department operations

• Assist with staffing records, including overtime, vacations, and personal days.
• Report operational defects and guest-related issues to management promptly.
• Conduct and oversee training and cross-training initiatives.
• Ensure smooth communication between shifts and departments.
• Implement and maintain front office systems and procedures to optimize efficiency.

Qualifications

• Proven experience in a front office or customer service role; hospitality experience is preferred.
• Strong leadership and team management skills and a commitment to guest satisfaction.
• Proficiency in Opera or a similar property management system.
• Fluent English; additional languages are a plus.
• Strong problem-solving, attention to detail, communication, and interpersonal skills.
• Able to work in a fast-paced environment, multitask, and prioritize; knowledge of hospitality best practices and standards.
• Experience training and developing team members; flexibility to work shifts, weekends, and holidays.
• A Bachelor's degree in Hospitality Management or a related field is preferred, not mandatory.