Front Office Supervisor

Job Duties & Responsibilities

• Lead, train, and mentor front office associates to maintain excellent customer service.
• Monitor staff performance, provide feedback, and assist in scheduling shifts.
• Ensure compliance with hotel policies, procedures, and service standards.
• Address performance issues and recommend improvements or disciplinary actions when necessary. Decides during the high occupancy periods, regarding: walk-in guests and release room blocked because of no-shows.
• Handle complex guest inquiries, complaints, and special requests promptly and professionally.
• Ensure smooth check-in and check-out processes, minimizing wait times.
• Assist in managing guest relations, ensuring high satisfaction and resolving concerns.
• Supervise room reservations, ensuring accuracy in bookings and billing.
• Oversee cashiering functions, payments, refunds, and financial transactions.
• Maintain accurate records, reports, and shift logs for seamless handovers.
• Coordinate with housekeeping and maintenance to ensure room availability and guest satisfaction.
• Ensure proper handling of lost and found items, guest messages, and mail.
• Communicate updates on hotel policies, promotions, and events to guests and staff.
• Assist the Front Office Manager in preparing reports on occupancy, revenue, and performance metrics.
• Monitor and maintain front desk equipment, ensuring smooth operations.
• Implement and enforce safety, security, and emergency procedures.