Front Office Supervisor

Position: Front Office Supervisor

Department: Front Desk

Report to: Front Office Manager

Hours: As required

Position Overview:

The Front Office Supervisor is a key member of the Front Desk/Guest Services team, assisting in managing and overseeing operations to ensure exceptional service standards. This role involves leading and supporting Front Office Agents, ensuring efficient front desk operations, and maintaining the highest levels of guest satisfaction. The Front Office Supervisor aids the Front Office Manager in managing guest concerns, administrative tasks, and overall Front Desk operations.

Duties and Responsibilities:

• Ensure that the daily operations of the Front Desk are carried out efficiently and according to hotel policies.
• Greet all guests in a friendly manner at all times.
• Support the Front Desk team in handling guest issues and complaints.
• Provide regular feedback on team performance to the Front Office Manager.
• Assist with the initial and ongoing training of Front Office Agents to help them achieve a high quality of service.
• Maintain thorough and up to date knowledge of the property, local area, room rates and packages.
• Respond to reservation enquiries, providing guests with up-to-date information on our rates, special offers and packages.
• Book room reservations, both over the phone and at the Front Desk.
• Provide coverage for all Front Desk shifts as required, including Night Audit
• Prepare for Group, Media and FIT arrivals, coordinating with the F&B and Conference departments.
• Ensure that the Front Office filing systems and tracking sheets are kept organized and up to date.
• Organize rooming lists for tour groups, weddings and corporate functions.
• Set up all the billing and packages for groups and weddings.
• Complete all Opera system duties.
• Other duties as required.

Qualifications

• Previous Front Desk experience is required.
• Extensive Opera PMS experience required.
• Positive attitude and a passion for customer service.
• Previous leadership or supervisory experience is an asset.
• Able to work under pressure and think on your feet to solve problems.
• Organized with strong attention to detail.
• A team player who can support and motivate others to succeed.
• Must have the ability to work independently and remain calm in the event of emergency situations arise.
• Physical requirements include the ability to endure long periods of standing, sitting, bending, and lifting (up to 50 pounds may be required)