Front Office - Front Office Supervisor

Position Summary
The Front Office Supervisor assists the Front Office Manager in planning, organizing, and directing Front Office operations to ensure the highest standards of efficiency, professionalism, accuracy, and guest service. This role supports daily operations, leads and develops Front Office teams, manages workflows, resolves guest concerns, and ensures compliance with hotel policies, safety standards, and service expectations.

Duties & Responsibilities
Primary Responsibilities / Essential Functions
1. Team Leadership & Supervision

• Provides guidance, leadership, training, and coaching to Front Office Team Members, including Guest Services, Registration, Room Inventory, PBX/Communications, and Bell Services.
• Assigns work, manages daily workflow, and ensures adequate coverage.
• Provides performance feedback, supports evaluations, and communicates work-related concerns to management, including disciplinary issues when necessary.
• Serves as a subject-matter expert and may be assigned timekeeping authority.

2. Guest Services Operations

• Ensures Guest Services Agents review expected arrivals, follow check-in and check-out procedures, maintain accurate guest billing, and handle reservations during non-standard hours.
• Maintains consistent service standards that enhance guest satisfaction.

3. Policy & Knowledge Compliance

• Ensures all Team Members adhere to established hotel policies and procedures.
• Ensures staff maintain current knowledge of hotel services, facilities, pricing, policies, and local area information.

4. Guest Relations & Issue Resolution

• Resolves guest complaints within scope of authority and escalates issues as needed.
• Handles challenging situations with patience, tact, and professionalism.
• Communicates effectively with other departments to meet guest needs.
• Keeps management informed of guest complaints, safety concerns, unusual incidents, missing items, or disruptive behavior.

5. Safety & Compliance

• Follows all safety policies and procedures and reports potential hazards promptly.
• Takes immediate action in emergency situations.
• Complies with OSHA regulations, PPE requirements, and the hotel’s HAZMAT program.
• Reports damaged, lost, or improperly fitting PPE to management.

6. Attendance & Reliability

• Maintains regular and punctual attendance according to scheduled shifts.

Other Responsibilities / Supportive Functions

• Performs Guest Services Agent or other departmental duties during peak periods or as needed.
• Attends required training sessions and meetings to enhance job knowledge.
• Responds to emergency calls and ensures service continuity.
• Runs and analyzes operational reports related to guest satisfaction, occupancy, revenue, and competitive performance.
• Reports unsafe conditions, maintenance needs, and workplace accidents.

This job description is not intended to be all-inclusive. Management reserves the right to modify duties and assignments as business needs require.

Qualifications

• High school diploma or GED required; equivalent education and experience considered.
• Two or more years of related experience and/or training preferred.
• Proven ability to lead, mentor, and train team members to meet or exceed guest expectations.
• Excellent customer service and communication skills; ability to work with diverse populations.
• Strong problem-solving, reasoning, and attention to detail skills.
• Proficient in basic mathematics and computer systems, including accounting or property management software.
• Ability to remain calm and effective during high-volume periods or emergency situations.
• Ability to read, write, speak, and understand English.
• Ability to work independently and collaboratively.
• Completion of all required training.
• Flexibility to work varied schedules, including weekends, holidays, and alternate shifts.
• Maintains a clean, professional appearance and demeanor.