Front Office Supervisor

Front Office Supervisor

The Front Office Supervisor’s primary role is to oversee daily front desk operations to ensure a seamless guest experience from arrival to departure. This role leads and supports front desk agents, manages check-in/check-out, resolves guest issues, and upholds brand standards for service, accuracy, and professionalism. Additionally, the Front Office Supervisor will work closely with Housekeeping, Engineering, and Sales to optimize room readiness, inventory, and guest requests;

monitor cash/credit procedures and PMS accuracy; and assist with scheduling, training and performance feedback.

• Work alongside Guest Service Hosts/Agents to ensure the accurate completion of shift checklists.
• Foster a positive, upbeat work environment and lead by example.
• Establish that all internal communications, including shift emails, must be up-to-date, accurate, and include all necessary pass-on information.
• Schedule Guest Service Hosts/Agents based on forecasted occupancy and staff availability, and securing coverage in the event of call-offs to maintain service levels.
• Assist in the ongoing training and development of team members in order to increase their productivity and guest service effectiveness.
• Identify strengths and weaknesses, recognize “teachable moments”
• Lead all Front Desk meetings with the team
• Book individual and group reservations requested by phone or in-house, following established standards, using the hotel’s reservation system.
• Review all arriving and departing Guest Profiles; research pertinent information and preferences.
• Assist in the updating/merging/completion of Guest Profiles to fill all mandatory fields.
• Stay up to date on room availability, occupancy, current rates, rate changes, and promotions, and assist with room forecasting.
• Up-sell rooms where possible to maximize hotel average room rate; utilize yield management strategies to ensure a full house whenever possible. Suggest alternate dates for sold-out periods.
• Check guests in according to established policies, build rapport with every guest, and recognize return guests.
• Ensure arriving guests receive a verbal orientation of the hotel and its amenities, along with information on the history, mission, and specific location.
• Respond appropriately to guest complaints. Make appropriate service recovery gestures according to established guidelines in order to ensure total guest satisfaction. Communicate any outstanding guest requests or issues to management that may require additional monitoring or follow-up.
• Process cancellations, revisions and information updates on changes within the reservations system.
• Answer all internal and external calls promptly and professionally, providing complete and accurate information.
• Foster teamwork and maintain clear, open, and frequent communication to ensure hotel services are coordinated across all departments and a positive guest experience is delivered. Notify sales of any possible group and/or event inquiries/bookings.
• Act as a co-concierge with front office colleagues to provide accurate information about the city and its surrounding offerings, attractions, and events to guests.
• Take ownership of the front office “zone” to ensure the area is clean, well-organized and stocked with all materials needed for a successful shift; develop organization systems with your supervisor.
• Enter daily statistics into Profit Sword and collaborate with the General Manager on invoicing.
• Learn to process travel agent commissions and reconcile OTA transactions.
• Develop strong working relationships with counterparts at other hotels within our competitive set.
• Follow all property-specific SOPs/Policies, such as cash handling and credit policies, key control, etc., and, in coordination with your supervisor, propose new procedures and implement revisions to streamline and simplify current procedures.
• Be knowledgeable of fire and emergency procedures.
• Perform all other duties as directed by immediate supervisor.
• Perform duties in other departments, to include shifts in Housekeeping, as needed.

To perform this job successfully, an individual must be able to perform all essential duties…