The Front Desk Supervisor is responsible for leading and supervising all daily operations at the Front Desk to ensure seamless, efficient, and guest-focused service. This role supports the Front Office team, handles guest concerns, coordinates interdepartmental communication, and upholds hotel standards and procedures.
Responsibilities:
- Supervise daily Front Desk operations including check-in/out processes, team assignments, and guest service quality in accordance with hotel standards.
- Coach and support team members through real-time feedback, scheduling, grooming checks, and task delegation.
- Handle guest complaints and requests promptly, ensuring timely follow-up and guest satisfaction.
- Collaborate with Housekeeping, Reservations, and Accounting to ensure room readiness, billing accuracy, and operational coordination.
- Monitor Front Desk resources and supplies, maintain proper documentation, and represent the department in internal meetings as required.
Requirements
- Educational background in Hospitality or related field (Degree in Hotel Management preferred).
- Proven experience in a Front Office role; supervisory or team lead experience is highly desirable.
- Excellent communication skills in English (spoken and written); fluency in a second language is a plus.
- Strong knowledge of hotel systems and operations; prior experience with OPERA PMS is an advantage.
- High attention to detail, ability to lead a team, and capable of managing guest situations with professionalism and empathy