Front Office Supervisor

Job Description

Job Title: Front Office Supervisor

Department: Rooms Division    Section: Front Office

Reports to: Rooms Division Manager

1. Basic Function & Scope

The Front Office Supervisor is responsible for overseeing the daily operations of the hotel's front desk, ensuring that guests receive exceptional service from check-in to check-out. This role is crucial in setting the tone for guest experiences and ensuring smooth operations during the hotel's setup and opening phases. The Front Office Supervisor coordinates with other departments to maintain a seamless flow of hotel operations and ensure that all front office processes, systems, and staff are in place and running efficiently.

3. Work Contacts

Internal: Works closely with the Rooms Division Manager and maintains close relations with all departments for the effective performance of the hotel.

External: Maintains good relationships with guests and other business-related partners.

4. Supervisory Responsibility

Responsible for the overall management of Front Office operations, ensuring excellent customer service and prompt resolution of any queries or complaints.

Job Requirements

Work Performed

1. Manage the daily operations of the front desk, including overseeing check-ins, check-outs, and guest inquiries.

2. Ensure smooth and efficient guest registration, room assignments, and payment processes.

3. Supervise the front office team, ensuring they are trained, motivated, and provide high-quality service.

4. Ensure all guest requests and complaints are handled promptly and professionally.

5. Provide exceptional customer service to guests, ensuring that they have a positive and memorable stay.

6. Resolve guest complaints and concerns, ensuring satisfaction and maintaining a high level of guest loyalty.

7. Monitor guest feedback (via surveys, reviews, and direct communication) and implement improvements based on guest insights.

8. Ensure that VIP guests, special requests, and specific needs are handled efficiently.

9. Maintain and oversee reservation systems, ensuring accuracy in guest bookings and room availability.

10. Monitor room occupancy rates and ensure that room rates are adjusted according to demand and hotel capacity.

11. Handle and monitor all billing, payment procedures, and guest invoices.

12. Oversee the balancing of cash drawers and ensure proper accounting of revenue.

13. Train and manage front office staff, ensuring they are knowledgeable about hotel services, policies, and systems.

14. Conduct regular performance evaluations and provide ongoing training to ensure high-quality guest service standards.

15. Monitor employee performance, providing feedback and coaching to ensure a motivated and efficient team.

16. Perform other duties as and when assigned by management.

How To Apply

Interested and Qualified candidates can apply using ethiojobs.net