Front Desk Supervisor

Position Summary

The Front Desk Supervisor is responsible for overseeing the daily operations of the Front Desk ensuring exceptional guest service and smooth departmental performance. This role supports the Front Office Manager by supervising Front Desk Agents maintaining brand standards resolving guest concerns and ensuring efficient check-in and check-out experiences. The Front Desk Supervisor leads by example fostering a positive team environment while delivering memorable guest experiences.

Key Responsibilities

• Supervise the daily operation of the Front Desk and ensure service standards are consistently met.
• Lead coach motivate and support Front Desk Agents to deliver exceptional guest experiences.
• Ensure efficient and accurate check-in check-out room assignments and cashiering procedures.
• Handle guest complaints and special requests promptly professionally and with a service recovery mindset.
• Monitor room availability arrivals departures VIP guests and special accommodations.
• Coordinate with Housekeeping Engineering Security Reservations and other departments to ensure seamless operations.
• Ensure compliance with hotel policies SOPs and brand standards.
• Train new team members and provide ongoing coaching and performance feedback.
• Assist with scheduling shift coverage and daily task assignments.
• Monitor daily reports guest preferences billing accuracy and room status.
• Maintain accurate records and ensure proper use of Opera Cloud and other hotel systems.
• Promote hotel services amenities and upselling opportunities.
• Support departmental goals guest satisfaction scores and LQA quality standards.
• Ensure a safe organized and welcoming Front Desk environment.
   

Qualifications :

Qualifications

• Previous experience as a Front Desk Agent Front Office Supervisor or similar leadership role in a hotel.
• Luxury hospitality experience preferred.
• Advanced English communication skills (spoken and written); additional languages are an advantage.
• Proficiency in Opera Cloud PMS is required.
• Knowledge of LQA (Leading Quality Assurance) standards is preferred.
• Strong leadership communication and problem-solving skills.
• Excellent organizational skills and attention to detail.
• Ability to remain calm and professional under pressure.
• Flexible to work rotating shifts weekends and holidays.

Competencies

• Guest-focused mindset
• Leadership and team development
• Effective communication
• Decision-making and problem-solving
• Conflict resolution
• Time management and organization
• Adaptability and resilience
• Accountability and integrity
• Attention to detail
• Collaboration and teamwork

Información adicional :

Core Competencies

• Guest Service Excellence
• Luxury Hospitality Mindset
• Effective Communication
• Attention to Detail
• Teamwork & Collaboration
• Problem Solving
• Adaptability
• Emotional Intelligence
• Time Management
• Professionalism
• Integrity

Remote Work :

No

Employment Type :

Full-time