Front Office Supervisor

Overview

The Front Office Supervisor will oversee and coordinate guest reception activities, reporting directly to the Front Office Manager or Hotel Manager. This role focuses on ensuring excellent guest service by managing room allocations and maintaining operational standards in alignment with hotel policies.

Key Responsibilities

• Abide by the organization's Code of Conduct at all times.
• Comply strictly with fire safety, health, hygiene, security, and customer care regulations.
• Familiarize and uphold duties as outlined in the Health and Safety Statement and Staff Handbook.
• Verify accuracy of all reception cash floats regularly.
• Maintain cleanliness, safety, and tidiness of work areas continuously.
• Welcome and register guests on arrival, utilizing their names and following established procedures and brand standards.
• Stay fully informed about company sales processes and promotional offers.
• Constantly monitor room availability and current rates.
• Observe all safety and emergency protocols meticulously.
• Ensure guests' additional needs, such as dining reservations, porter assistance, and information services, are catered for where feasible.
• Correctly post all charges onto guest room bills.
• Manage and monitor relevant management accounts effectively.
• Be knowledgeable about hotel amenities including parking and directions to assist guests.
• Maintain professional communication with both colleagues and guests.
• Consistently deliver the highest standard of customer service.
• Prepare and relay pertinent reports to various departments as required.
• Handle reservations promptly and professionally.
• Answer switchboard calls warmly and redirect efficiently when operator is unavailable.
• Manage reservations, cancellations, and no-shows in accordance with company policies.
• Respond to and fulfill reasonable guest requests to promote comfort and safety.
• Perform regular security inspections throughout the day and alert management to concerns.
• Report maintenance issues promptly to management.
• Address guest queries politely and log issues for Duty Manager review.
• Allocate guest rooms thoughtfully, considering individual requests.
• Manage safe deposit procedures for guests.
• Maximize on-site sales opportunities and stay alert to potential revenue streams.
• Conduct foreign exchange transactions for customers where applicable.
• Ensure all money is securely handled and safeguarded at all times.
• Oversee receptionist duties and verify checklist completion.
• Perform additional tasks as assigned by managers, senior staff, or guests.
• Understand that this job description is subject to change based on business needs.