The Front of House Supervisor is responsible for leading the front office team and ensuring the delivery of an exceptional guest experience from arrival to departure. This role supports daily operations, supervises staff, resolves guest concerns efficiently and maintains the highest standards of service and professionalism.
KEY RESPONSIBILITIES
- Supervise and support the Front Office team to ensure smooth, efficient and professional operations at all times.
- Ensure a warm welcome and positive first impression for all guests and maintain high levels of guest satisfaction throughout their stay.
- Oversee check-in and check-out procedures and ensure accuracy in reservations, billing and cash handling.
- Respond promptly and professionally to guest requests, complaints and feedback, escalating issues when necessary.
- Monitor front desk activities and ensure compliance with hotel policies, procedures and service standards.
- Assist with staff scheduling, training, coaching and performance management.
- Promote and upsell hotel services and facilities to enhance the guest experience and drive revenue.
- Ensure the front desk area is well-presented, organised and stocked with information and supplies.
- Liaise with other departments to ensure seamless communication and guest service delivery.
- Prepare daily reports, logs and summaries as required by the Front Office Manager.
- Act as Duty Manager in the absence of the Front Office Manager when required.
KEY REQUIREMENTS
- Previous experience in a Front Office or Guest Service role, with supervisory experience preferred.
- Excellent communication, interpersonal and leadership skills.
- Strong problem-solving skills and a calm, professional manner.
- Proficiency in hotel management software and Microsoft Office.
- A flexible approach with the ability to work shifts, including evenings, weekends and public holidays.
- A passion for hospitality and delivering exceptional guest service.
PERSONAL ATTRIBUTES
- Professional and well-presented
- Positive attitude and team-oriented
- Attention to detail
- Reliable and able to work under pressure
- Discreet and trustworthy
- Guest-focused with a service-first mindset
We are committed to providing a safe, inclusive and respectful workplace. All employees are expected to adhere to our values and policies and contribute to a positive guest and team experience.
Work Location: In person
