Front Office Supervisor

Role Overview

The Front Office Supervisor keeps arrivals, departures, and guest interactions running smoothly while leading the shift team. This person is the go-to problem solver for guests and colleagues, balancing warm service with accurate systems, cash handling, and safety compliance. The role matters because it shapes the hotel’s first and last impression and directly supports Accor service standards, guest loyalty, and daily revenue goals.

Key Responsibilities

• Lead front office shifts across check-in, check-out, room assignments, and guest flow, stepping in wherever the desk needs support.
• Deliver a welcoming, prompt, and tailored experience, then handle guest requests, feedback, and complaints with poise and follow-through.
• Coordinate VIP arrivals and special requests so preferences are flagged, prepared for, and fulfilled without missed details.
• Supervise, brief, and coach front desk, guest relations, and bell team members, reinforcing grooming, communication, and performance expectations.
• Review shift reports, cash floats, night audit results, billing accuracy, and guest profile notes to keep records and follow-ups reliable.
• Liaise with housekeeping, reservations, and other departments so room readiness, guest needs, and operational changes stay aligned.
• Encourage upselling of rooms, packages, and services while helping management watch departmental costs and meet guest satisfaction and loyalty targets.
• Maintain a clean, safe, and organised front desk, following security, fire, health and safety, confidentiality, ALLSAFE, and Accor service and safety programs.

Requirements & Qualifications

• Diploma or degree in Hospitality Management or a related field.
• At least two years in Front Office operations, including one year in a supervisory role.
• Proficient with a property management system; Opera Cloud experience is preferred, along with Microsoft Office applications.
• Strong leadership, communication, and interpersonal skills, with the ability to guide a team during busy shifts.
• Excellent problem-solving and guest recovery abilities, especially when handling complaints or unexpected situations.
• Fluency in English; additional languages are an advantage.

What We Offer / Why Join

• Join a close-knit, team-oriented front office group where collaboration is part of the daily rhythm.
• Work with hard-working, engaging, and inclusive colleagues who support one another.
• Be part of an environment that values precision, hygiene, and careful attention to detail.
• Enjoy a workplace that is well organised and trusts team members to work autonomously.