Front Office Supervisor

job description

The Front Office Supervisor leads by example, supporting GSA’s and Bellmen to ensure they achieve the highest possible standards of service.

Reports to
Front Office Manager
As required
Primary Function

The Front Office Supervisor assists the Front Office Management team in overseeing Front Desk operations.

Duties & Responsibilities
  • Ensure that the daily operations of the Front Desk are carried out efficiently and according to hotel policies.
  • Support the Front Desk team in handling guest issues and complaints.
  • Ensure GSR log is completed daily with professionalism and accuracy
  • Provide regular feedback on team performance to the Front Office Manager/GSM.
  • Assist with the initial and ongoing training of Guest Service Agents and Bell Agents to help them achieve a high quality of service and promote team work
  • Maintain thorough and up to date knowledge of the property, local area, room rates and packages.
  • Respond to reservation enquiries, providing guests with up to date information on our rates, special offers and packages.
  • Book room reservations, both over the phone and at the Front Desk.
  • Provide coverage for all Front Desk and Bell shifts as required
  • Prepare for Group, Media and FIT arrivals, coordinating with the F&B and Conference departments.
  • Ensure that the Front Office filing systems and tracking sheets are kept organized and up to date.
  • Act as Duty Manager when the FOM/GSM is not present.
  • Complete No Show checks daily
  • Ensure Front Office Supplies are stocked. Communicate with appropriate people to order if needed
  • Other duties as required.
  • Previous Front Desk experience is required.
  • Experience with Opera PMS preferred.
  • Positive attitude and a passion for customer service.
  • Previous leadership or supervisory experience is an asset.
  • Able to work under pressure and think on your feet to solve problems.
  • Organized with strong attention to detail.
  • A team player who can support and motivate others to succeed.
  • Must have the ability to work independently and remain calm in the event of emergency situations arise
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