Front Office Supervisor supervising day-to-day front office operations, guest service and team performance, requiring a diploma or degree in Hospitality Management, minimum 2 years front office experience with 1 year supervisory and proficiency in PMS (Opera Cloud preferred), in a hotel environment, on-site role.
Job Description
- The
Front Office Supervisor assists in the smooth and efficient operation of
the Front Office department, ensuring that all guests receive
professional, friendly, and personalized service from arrival to
departure. The role involves supervising the team, handling guest
concerns, ensuring brand standards are upheld, and supporting the
management team in daily operations.
Key Responsibilities:
Guest
Service & Operations
- Supervise
day-to-day Front Office operations, including check-in, check-out, and
room assignments.
- Ensure
that all guests are greeted warmly and assisted promptly in line with
Accor service standards.
- Handle
guest requests, feedback, and complaints courteously and efficiently.
- Support
the implementation of ALLSAFE and other Accor service and safety programs.
- Ensure
VIP arrivals and special requests are communicated and handled seamlessly.
Team
Supervision & Training
- Supervise
and guide the Front Desk, Guest Relations, and Bell teams during shifts.
- Conduct
briefings and ensure staff are informed about hotel activities, occupancy
levels, and special events.
- Coach
and develop team members to enhance service delivery and performance.
- Ensure
grooming, communication, and performance standards are consistently
maintained.
Administration
& Systems
- Monitor
and review shift reports, cash float management, and night audit accuracy.
- Ensure
accurate recording and follow-up of guest preferences, profiles, and
billing.
- Assist
in preparing duty rosters, leave schedules, and attendance records.
- Liaise
with Housekeeping, Reservations, and other departments to ensure smooth
coordination.
Financial
& Business Awareness
- Promote
upselling of rooms, packages, and services to maximize revenue.
- Support
management in monitoring departmental expenses and cost control.
- Contribute
to guest satisfaction and loyalty targets as per Accor KPIs.
Health,
Safety & Compliance
- Ensure
a clean, safe, and organized front desk area at all times.
- Comply
with hotel security, fire regulations, and all health and safety
legislation.
- Maintain
confidentiality of guest and company information.
Qualifications
- Diploma
or degree in Hospitality Management or related field.
- Minimum
2 years’ experience in Front Office operations, with at least 1 year in a
supervisory role.
- Proficient
in PMS (Opera Cloud preferred) and Microsoft Office applications.
- Strong
leadership, communication, and interpersonal skills.
- Excellent
problem-solving and guest recovery abilities.
- Fluency
in English; additional languages are an advantage.
Additional Information
Your team
and working environment:
- Tight-knit
and team oriented.
- Hard-working,
engaging and inclusive.
- Attention
to detail and hygiene
- Well
organised and autonomous
