Front Office Supervisor

Key Responsibilities:

1. Shift Supervision:

• Oversee the daily operations of the front desk during your assigned shifts.
• Ensure that the front office team is well-prepared, adequately staffed, and meeting service standards.
• Assist in managing guest check-ins, check-outs, and inquiries.

2. Guest Services:

• Provide exceptional customer service to guests and assist with resolving any guest issues or special requests.
• Handle guest complaints or concerns, aiming for prompt and satisfactory resolutions.
• Coordinate with other hotel departments to fulfill guest needs.

3. Front Desk Management:

• Supervise and assist front desk staff, including receptionists and concierge, during your shifts.
• Conduct shift briefings and debriefings to ensure smooth transitions between shifts.
• Maintain a professional and welcoming atmosphere at the front desk.

4. Reservations and Room Assignment:

• Assist with room reservations, ensuring accuracy in booking information.
• Collaborate with the Front Office Manager/ Duty Manager to optimize room occupancy and assign rooms based on preferences and availability.

5. Financial Transactions:

• Monitor and ensure the accuracy of billing and payment collection processes.
• Handle cash and credit card transactions according to hotel policies.
• Assist in reconciling the cash register at the end of each shift.

6. Training and Development:

• Assist in training and mentoring front desk staff to improve their skills and knowledge.
• Provide ongoing coaching and feedback to team members.
• Assist in scheduling and staff management as needed.

7. Technology and Systems:

• Utilize hotel management software for check-ins, check-outs, and reservations.
• Troubleshoot and resolve any technical issues related to front office systems.

8. Communication and Reporting:

• Maintain effective communication with other hotel departments, including housekeeping, maintenance, and F&B.
• Prepare shift reports and communicate essential information to management.

9. Safety and Security:

• Assist in implementing and enforcing security and safety protocols, including emergency procedures.
• Ensure the safety and security of guests and employees during your shifts.

10. Compliance:

• Ensure compliance with all relevant hotel policies, procedures, and regulations.
• Keep updated on local hospitality laws and regulations.
• Ensure timely submission of form C/ any other relevant information to the related Govt. Department/ Police Station in case of foreigners staying in the hotel

Qualifications:

• Bachelor's degree in Hotel Management or a related field (preferred).
• Previous experience in a front office role with supervisory responsibilities.
• Strong interpersonal and communication skills.
• Proficiency in hotel management software preferably IDS.
• Exceptional customer service orientation.
• Problem-solving and conflict resolution abilities.
• Ability to work flexible shifts, including nights, weekends, and holidays.