What are the responsibilities and job description for the Front Office Supervisor position at IBEROSTAR HOTELS & RESORTS?
Job Overview
Responsible for overseeing all front desk operations while ensuring the highest standards of guest service, proper execution of procedures and interdepartmental coordination. In addition, enhancing the property’s reputation with guests. This role acts as a liaison between the Front Desk team and management, supporting training, issue resolution, and operational control.
Responsibilities
- Supervise and manage all front desk activities, including check-in, check-out, billing, reservations, and guest services.
- Ensure compliance with credit policies, and financial procedures.
- Ensuring service and hospitality standards are met.
- Handle and resolve guest complaints or complex requests effectively.
- Coordinate communication between Front Desk, Housekeeping, Maintenance, and other departments.
- Oversee VIP guest experiences and resolve escalated guest concerns. Personally attend to VIP guests and resolve critical situations.
- Recruit, train, and motivate the front desk team. Support training of new team members and assist with performance evaluations.
- Implement training focused on hospitality, empathy, and conflict resolution.
- Evaluate staff performance and foster a culture of service excellence.
- Monitor performance indicators including occupancy, ReviewPro, and guest satisfaction.
- Prepare reports for General Management on operational results and brand reputation.
- Propose and implement continuous improvement initiatives to enhance guest experience and positioning.
- Collaborate with Management to control room inventory.
Minimum of 3 years of experience in supervisory/management roles in front desk operations.
Knowledge of PMS systems (Opera, NewHotel, Sihot, Prestige or similar).
Advanced knowledge of Microsoft Office, and hotel management tools.
Advanced English and Spanish level.
Strong leadership, negotiation, and multicultural team management skills.
Results-driven, detail-oriented, and with an excellent service attitude.
Pay: $20.00 - $22.00 per hour
Expected hours: No less than 40.0 per week
Benefits:
- Paid time off
Work Location: In person
Salary : $20 - $22