Front Office Supervisor

Role Overview

As Front Office Supervisor, you will be the operational anchor of the hotel’s reception area, making sure every guest journey begins and ends smoothly. On a daily basis, you will coordinate front desk team members, oversee the full cycle of arrivals and departures, and step in personally when complex situations or high-profile visitors need an experienced hand. Your leadership directly shapes first impressions and upholds the property’s reputation for attentive, polished service.

Key Responsibilities

• Direct daily front office workflow, from pre-arrival preparation to check-in, billing, and check-out, while maintaining accuracy and efficiency.
• Supervise, coach, and support front office team members, setting clear service standards and encouraging a collaborative team culture.
• Coordinate staff schedules and task allocation to ensure consistent front desk coverage across morning, evening, and overnight shifts.
• Act as the first point of escalation for guest complaints, resolving issues with professionalism and documenting follow-up actions.
• Manage VIP arrivals, special requests, and returning guest preferences, coordinating with other departments to offer personalised experiences.
• Monitor compliance with hotel policies, security procedures, and cash-handling standards, taking corrective action when necessary.
• Work closely with housekeeping, reservations, and maintenance teams to keep room status accurate and address operational gaps quickly.
• Use the hotel management system to process reservations, update guest profiles, and prepare front office reports for management review.

Requirements & Qualifications

• A minimum of 3 to 4 years’ experience in front office operations, with at least one year in a supervisory or team-lead role; hospitality industry experience is strongly preferred.
• Diploma or degree in hospitality management, front office operations, tourism, or a related field.
• Demonstrated leadership ability, including delegation, coaching, and performance oversight.
• Excellent communication and interpersonal skills with a genuine, guest-first approach to customer service.
• Proficiency in hotel property management systems such as Opera or Fidelio, as well as solid knowledge of MS Office applications.
• Strong conflict resolution skills, remaining calm and composed when dealing with demanding guests or unexpected situations.
• Willingness to work flexible shifts, including weekends and public holidays.
• Professional presentation, sound judgment, and a high level of integrity in all interactions.