Front Office Supervisor

About the role

As Front Office Supervisor, you will play a key operational leadership role, taking ownership of the day-to-day Front Office operation and ensuring each shift runs smoothly and efficiently. Working closely with the Front Office Manager, you will coordinate and support the team, maintain high guest service standards, and act as second-in-charge, leading the department in the Manager’s absence.

Key responsibilities

• Lead the day-to-day Front Office operation and ensure each shift runs smoothly and efficiently.
• Act as second-in-charge to the Front Office Manager and lead Front Office operations in their absence.
• Be a key point of contact for the Front Office team, providing direction, support and guidance throughout daily operations.
• Coordinate daily priorities, workloads and responsibilities across the Front Office team.
• Take ownership of daily operational issues and resolve them confidently and efficiently.
• Be the main departmental trainer for Front Office, including the induction, onboarding and ongoing training of new and existing team members.
• Coach and support team members to maintain consistent service and operational standards.
• Oversee guest arrivals, departures, reservations, billing, payments and special requests.
• Handle guest enquiries, feedback, complaints and service recovery professionally and confidently.
• Ensure clear communication and effective handovers between shifts.

About you

• Has previous Front Office experience within a hotel or accommodation environment.
• Has previous supervisory, team leader or senior Front Office experience.
• Is confident leading a team and taking ownership of daily operations.
• Is comfortable making operational decisions and solving problems independently.
• Has a genuine interest in training, coaching and developing team members.
• Leads by example and is willing to be hands-on during busy periods.
• Has excellent communication and interpersonal skills.
• Is guest-focused and confident handling complaints and challenging situations.
• Is organised, reliable and able to prioritise effectively in a busy environment.
• Has strong attention to detail and good problem-solving skills.