Front Office Supervisor

Responsibilities:

• Manage, train, and schedule front desk staff to ensure adequate coverage and consistent performance.
• Greet and assist guests, clients, or visitors, addressing inquiries, complaints, or special requests with professionalism and efficiency.
• Monitor daily front desk activities, including check-ins, check-outs (if applicable), appointment scheduling, and phone/email correspondence.
• Handle escalated customer issues or conflicts, providing solutions in a timely and courteous manner.
• Oversee record-keeping, data entry, and reporting to ensure accuracy and compliance with company policies.
• Identify opportunities to streamline front desk procedures and enhance the guest or client experience.
• Work closely with other departments (e.g., housekeeping, food and beverages, or management) to coordinate services and resolve operational challenges.
• Ensure adherence to safety, security, and privacy protocols, including handling sensitive information appropriately.

Requirements:

• Minimum of 2-3 years of experience in a customer-facing role, with at least 1 year in a supervisory or leadership position (e.g., front desk, reception, or guest services).
• High school diploma or equivalent required; Associate’s or Bachelor’s degree in hospitality, business administration, or a related field preferred.
• Exceptional interpersonal and communication skills (verbal and written).
• Strong leadership and team management abilities.
• Proficiency in office software (e.g., Microsoft Office Suite or property management systems).
• Ability to multitask and prioritise in a fast-paced environment.
• Problem-solving skills with a customer-first mindset.
• Ability to stand or sit for extended periods and occasionally lift up to 20 pounds (e.g., packages or supplies).
• Flexibility to work various shifts, including weekends, evenings, and holidays, as needed.
• Professional demeanour, attention to detail, adaptability, and a positive attitude.

Additional Requirements:

• Previous experience in the hospitality setting.
• Familiarity with a PMS (hospitality software). Multilingual abilities are a plus.