FO Supervisor (Front Office Supervisor)

Reporting To: Front Office Manager / Assistant Front Office Manager

Shift: Typically Day Shift / Rotating Shifts (may vary)

Job Summary:

The Front Office Supervisor is a pivotal leader ensuring the smooth and efficient operation of the front desk, switchboard, and guest services areas. This role is responsible for supervising the daily activities of the front office team, upholding the highest standards of guest service, and resolving complex guest inquiries or issues. The FO Supervisor acts as a role model, a problem-solver, and a key liaison between guests, staff, and management.

Key Responsibilities:

Supervision & Training: Directly supervise Guest Service Agents, Bell Staff, and Drivers during the shift. Assist in training new hires, provide ongoing coaching, and conduct performance evaluations.
Guest Service Excellence: Handle escalated guest complaints and complex requests promptly and professionally. Ensure all guest interactions meet or exceed brand standards for courtesy and efficiency. Personally welcome VIP guests and oversee special arrangements.
Operational Management: Manage room inventory, coordinate room assignments for arrivals, and ensure accurate guest billing. Oversee the check-in/check-out process to minimize wait times.
Administrative Duties: Prepare daily shift reports, log incidents, and communicate effectively with other departments (Housekeeping, Maintenance, Sales). Handle cashiering duties, audit shift transactions, and ensure proper cash handling procedures are followed.
Problem Resolution: Act as the first point of contact for operational issues during the shift. Make informed decisions to resolve problems related to overbooking, system failures, or service breakdowns.
Policy & Procedure Enforcement: Ensure all front office staff adhere to hotel policies, procedures, and safety regulations.

Qualifications:

Minimum 2-3 years of experience in a front office role, with at least 1 year in a supervisory capacity.
Proficiency in Property Management Systems (PMS) and hotel operations software.
Exceptional communication, interpersonal, and leadership skills.
Strong problem-solving abilities and a calm demeanor under pressure.
In-depth knowledge of front office procedures and guest service protocols.

FO Supervisor (Front Office Supervisor) jobs

FO Supervisor (Front Office Supervisor)