Front Office Supervisor

Department: Front Office
Location: Manor Naldehra, Shimla, Himachal Pradesh
Reporting To: Front Office Manager / General Manager
Employment Type: Full-Time

Position Summary

The Front Office Supervisor will be responsible for supervising the daily operations of the Front Office and ensuring a seamless, professional, and personalized guest experience. The role involves overseeing front desk associates, managing guest check-ins and check-outs, handling guest queries and complaints, coordinating with other departments, and maintaining high standards of hospitality and service at Manor Naldehra.

Key Responsibilities

1. Front Office Operations

• Supervise the day-to-day functioning of the Front Office and reception area.
• Ensure smooth and efficient guest check-in and check-out procedures.
• Monitor room allocations, arrivals, departures, VIP guests, and special requests.
• Ensure all guest information, reservations, billing details, and records are accurately maintained in the hotel management system.
• Ensure the Front Office area is always well-organized, presentable, and maintained as per the property's standards.

2. Guest Relations & Service

• Welcome and assist guests in a warm, courteous, and professional manner.
• Handle guest queries, requests, feedback, and complaints promptly and effectively.
• Ensure timely resolution of guest concerns and escalate critical matters to the reporting manager when required.
• Coordinate special arrangements for VIP guests, long-stay guests, and guests with specific requirements.
• Maintain a high level of guest satisfaction throughout their stay.

3. Team Supervision

• Supervise, guide, and support Front Office Associates and other team members.
• Allocate daily duties and ensure proper staffing of shifts.
• Monitor employee grooming, attendance, discipline, and service standards.
• Provide on-the-job training and guidance to new and existing team members.
• Conduct proper shift handovers and ensure all important information is communicated to the next shift.

4. Interdepartmental Coordination

• Coordinate closely with Housekeeping regarding room status, readiness, early check-ins, late check-outs, and special requirements.
• Liaise with F&B, Maintenance, Security, Transport, and other departments to ensure smooth guest services.
• Follow up on pending guest requests and ensure timely completion.

5. Cashiering & Reporting

• Supervise guest billing, payments, deposits, and settlement procedures.
• Ensure accuracy in daily transactions and coordinate with the Accounts department whenever required.
• Prepare and maintain daily reports, shift reports, occupancy updates, guest feedback, and other Front Office records.
• Ensure proper handover of cash, documents, keys, and operational information between shifts.

6. SOPs & Compliance

• Ensure all Front Office Standard Operating Procedures (SOPs) and company policies are followed.
• Maintain confidentiality of guest and company information.
• Ensure compliance with safety, security, and emergency procedures.
• Report operational issues, guest incidents, or unusual situations to the management promptly.

Qualifications & Experience

• Graduate or Diploma in Hotel Management, Hospitality, or a related field.
• Minimum 3–5 years of experience in Front Office operations, preferably in a reputed hotel, resort, or luxury hospitality property.
• Prior experience in a supervisory role will be preferred.
• Proficiency in hotel Property Management Systems (PMS) and MS Office.
• Good understanding of hotel reservations, room inventory, guest billing, and Front Office procedures.

Key Skills & Competencies

• Excellent communication and interpersonal skills.
• Strong guest service and problem-solving abilities.
• Leadership and team management skills.
• Professional appearance and grooming.
• Ability to handle guest complaints calmly and effectively.
• Strong organizational and multitasking abilities.
• Ability to work in rotational shifts, including weekends and holidays.
• Attention to detail and commitment to high service standards.

Key Performance Indicators (KPIs)

• Guest satisfaction and feedback scores.
• Efficiency of check-in and check-out processes.
• Timely resolution of guest complaints and requests.
• Accuracy in billing and Front Office records.
• Team discipline, grooming, and adherence to SOPs.
• Effective coordination with other departments.
• Overall Front Office operational efficiency.

Pay: ₹17,000.00 - ₹22,000.00 per month

Benefits:

• Food provided
• Health insurance
• Paid sick time
• Paid time off
• Provident Fund

Work Location: In person