Front Office Supervisor Job Description

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Job description For Hotel Front Desk Supervisor

A front office supervisor is a key member of the hospitality industry. They are tasked with managing the front desk and ensuring the smooth operations of the hotel or resort. The role requires excellent communication and organizational skills, as well as the ability to work well under pressure.

The front office supervisor is responsible for overseeing the work of front desk staff, ensuring that they provide exceptional customer service to guests. They are responsible for managing reservations, checking guests in and out of the hotel, and handling any issues or complaints that arise.

In addition to managing front desk operations, the front office supervisor is also responsible for managing room inventory and coordinating with other departments, such as housekeeping and maintenance, to ensure that guest rooms are clean and well-maintained. They must also be able to handle financial transactions, such as processing payments and managing cash drawers.

To be successful in this role, a front office supervisor must have a strong attention to detail, excellent customer service skills, and the ability to lead and motivate a team. They must also have strong computer skills and be familiar with hotel management software.

If you are interested in pursuing a career as a front office supervisor, it is important to have a solid understanding of the hospitality industry and the specific needs of guests. With the right skills and experience, this can be a rewarding and fulfilling career path.

Primarily supervises front office team members to ensure efficient and smooth operations for producing excellent feedback and guest satisfaction. Responds professionally and courteously to guests by providing accurate and timely information and services.

You will also ensure hotel charges are processed diligently to guests’ accounts, invoices are accurate, billing instructions are verified, and all necessary supporting bills and vouchers are attached for direct settlements.

FRONT DESK SUPERVISOR DUTIES AND RESPONSIBILITIES:

1. Ensure Outstanding customer care at all times.

2. Maintains a friendly, cheerful, and courteous demeanour at all times.

3. Courteously and accurately answers inquiries from potential guests and accepts hotel reservations. 

4. Respond to telephone and in-person inquiries regarding reservations, hotel information, and guest concerns.

5. Uses suggestive selling techniques to sell room nights, and increase occupancy and revenue.

6. Supervise daily shift process ensuring all team members adhere to standard operating procedures.

7. Train, direct the work of, resolve issues/problems, and coach and counsel the front desk team members to ensure a quality operation.

8. Resolve customer issues, complaints, and problems in a quick, efficient manner to maintain a high level of customer satisfaction and quality service.

9. Adhere to company credit limit/floor limit policies.

10. Allocate rooms to expected arrivals after checking the guest’s preferences and special requests.

11. Build strong relationships and liaise with all other departments especially housekeeping, reservations, etc.

12. Operates the EPBX equipment, including, assisting incoming & outgoing calls, setting wake-up calls, enabling DND (Do Not Disturb), and paging for in-house guests.

13. Cross Check all billing instructions are correctly updated 

14. Controls cash transactions at the front desk and maintains complete responsibility for personal bank as specified by hotel bank agreement policy.

15. Supervise the operations of the front desk to ensure an optimal level of service and hospitality is provided to the guests.

16. Performs other duties as assigned, requested, or deemed necessary by management.

17. Ensure the Front office log book and the hotel log book are always updated and actioned upon.

18. Ensures safety by following guest check-in and security procedures and reporting suspicious activity to security, manager, or MOD.

19. Participate in hotel committees and task force assignments.

20. Assist all departments in servicing the guests during high volume periods.

21. Takes responsibility in the absence of the Duty Manager / Front office manager

22. As a supervisor you will be a role model, sharing your expertise and continually inspiring the front office team.

Position Title: Front Office Supervisor

Reports to: Front Office Manager / Duty Manager

PREREQUISITES:

A positive attitude and excellent communication skills. Experience in motivating and leading a winning team. Ability to remain calm whilst under pressure. Knowledge of Opera / Fidelio / Otherworld Class Property Management System is required.

EDUCATION:

A degree or Diploma in Hospitality Management is an asset or a graduate’s bachelor’s degree and/or diploma in hotel or other related field. Computer Knowledge and experience in MS Office programs.

EXPERIENCE:

Minimum 2 to 3 years work experience as Front Office Associate / Front office cashier in a hotel.

Interview Questions For a Front Office Supervisor Position:

When interviewing candidates for a Front Office Supervisor position, it’s important to assess their leadership skills, customer service abilities, organizational skills, and knowledge of front office operations. Here are some interview questions you might consider:

  1. Can you describe your experience in front office management or supervision?
    • This question allows the candidate to highlight their relevant experience and provide insights into their background.
  2. How do you ensure smooth check-in and check-out processes for hotel guests?
    • Assess the candidate’s understanding of front office operations and their ability to manage the check-in and check-out procedures efficiently.
  3. How do you handle difficult or irate guests?
    • This question helps evaluate the candidate’s interpersonal and problem-solving skills, crucial for managing challenging situations.
  4. What strategies do you employ to ensure excellent customer service at the front desk?
    • Assess the candidate’s approach to providing exceptional customer service and their ability to create a positive guest experience.
  5. How do you train and develop front office staff to maintain high standards of service?
    • This question evaluates the candidate’s leadership and training skills, important for fostering a capable and motivated team.
  6. Describe a situation where you had to handle a guest complaint effectively.
    • This behavioural question allows the candidate to demonstrate their problem-solving and conflict-resolution abilities.
  7. How do you prioritize and handle multiple tasks in a fast-paced front-office environment?
    • Evaluate the candidate’s organizational and multitasking skills, essential for managing the demands of a busy front desk.
  8. What technology or software are you familiar with for front office operations, such as reservation systems or check-in software?
    • Assess the candidate’s technical skills and familiarity with tools commonly used in front-office management.
  9. How do you ensure the confidentiality and security of guest information at the front desk?
    • This question evaluates the candidate’s understanding of privacy regulations and their commitment to maintaining guest confidentiality.
  10. Can you share an example of a time when you implemented a process improvement in front-office operations?
    • Assess the candidate’s initiative and ability to identify and implement improvements in efficiency or service quality.

Salary for a Front Office Supervisor Position:

Salaries for Front Office Supervisors can vary based on factors such as the size and type of the organization, location, and the candidate’s experience. As of January 2024, the average annual salary for a Front Office Supervisor in the United States ranged from $40,000 to $60,000.

However, salary figures can change, and it’s important to consider the latest industry and location-specific data to determine a competitive salary for this position. Check with local salary surveys, industry reports, and job market trends for the most up-to-date information.

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