Front Office Supervisor

Role Overview

The Front Office Supervisor coordinates the daily work of the hotel’s front desk, supporting Guest Service Agents as they welcome guests, manage arrivals and departures, and respond to requests. By keeping service consistent and front-office processes accurate, this role helps create a smooth stay while keeping the Front Office Manager informed about guest concerns and operational needs.

Key Responsibilities

• Guide, train, and encourage Guest Service Agents, helping the team meet service expectations and applicable Accor standards.
• Oversee guest arrivals and departures, ensuring check-in and check-out are handled efficiently and with a personal touch.
• Respond to questions and complaints, resolve issues where possible, and refer matters requiring further attention to the Front Office Manager.
• Maintain working knowledge of hotel facilities, services, and nearby attractions to provide helpful, accurate information.
• Coordinate front-desk procedures, including room allocation, reservation processing, billing, cash handling, key control, and routine reports.
• Track room availability and work with Reservations and Housekeeping to support accurate inventory and room readiness.
• Keep the front desk orderly and welcoming, and follow hotel procedures for safety, security, and daily operations.
• Coordinate with Housekeeping, Food and Beverage, Concierge, and Maintenance; share relevant guest feedback and operational updates with the Front Office Manager.

Requirements & Qualifications

• College graduate from an accredited institution.
• At least one year of experience as a Front Office Supervisor or in an equivalent hospitality supervisory position.
• Experience leading front-line staff in a busy, guest-facing setting.
• Working proficiency with hotel property management systems and standard office software.
• Practical knowledge of front-office work, including reservations, room assignments, billing, and cash handling.
• Strong communication and interpersonal skills, sound judgement in guest relations, and the ability to organise competing priorities with care and accuracy.
• Hospitality management or front-office operations certification, familiarity with Accor service standards, and additional language skills are preferred.