Job Description
You will manage the daily operations of the front office and guest services teams, ensuring that all guests receive outstanding service. You will manage check-in and check-out processes, resolve guest concerns, and lead a team of front desk agents and guest service representatives to meet the hotel's service standards. As a Front Office Guest Service Supervisor, you're not just managing daily front office operations – you're spreading the light and warmth of hospitality by delivering memorable experiences that make the stay for every guest.
Responsibilities
Here's what you'll do during a typical day:
- Oversee daily front office operations: Overseeing Front Office activities, including guest service, registration, room inventory, and adherence to policies and standards
- Monitor and elevate service: Assist in tracking guest satisfaction, addressing service issues, and guiding the team to implement improvements that enhance the guest experience
- Support revenue initiatives: Assist in promoting hotel services and executing up-selling tactics to drive room occupancy and revenue growth
- Facilitate team knowledge: Provide regular updates and training to ensure the team is well-informed of hotel offerings, services, and local attractions
- Delight our guests: Welcome guests, respond to inquiries, and resolve concerns promptly to uphold service standards
- Oversee VIP guest experience: Review VIP reservations and ensure an elevated and seamless check-in and check-out experience
- Inspire and develop the team: Supervise and support front office team members, monitor performance, provide coaching, and foster a positive and productive work environment
- Manage Emergencies: Assist in crisis situations, ensuring guest safety and adherence to hotel protocols.
- Report & Improve: Prepare daily reports, track service trends, and support staff development to enhance performance and guest satisfaction.
Qualifications
- Proven experience in a front office or guest service management role within the hospitality industry.
- Strong leadership and team management skills, with the ability to inspire and motivate staff.
- Excellent communication and interpersonal skills, with a guest-centric approach.
- Strong problem-solving abilities and attention to detail, with the ability to handle high-pressure situations.
- Proficiency in hotel property management systems (PMS) and front office operations.
- Proficiency in English; additional languages are a plus.
Ability to work flexible hours, including nights, weekends, and holidays.
