Front Office Supervisor

Roles and responsibilities

Supervise and monitor the daily activities of colleagues and guests while working closely with the Front Desk team
Ensure the arrival and departure experience of all guests is seamless through coordination of our market mix and VIP's
Lead, teach, coach, and inspire the Front Desk team to turn moments into memories for our guests
Empower colleagues to appease any guest service challenges and ensure all guest issues are tracked and followed up on to ensure service recovery
Develop and maintain standards for the department, while adhering to Tivoli's core standards
Ensure a safe environment for our guests and colleagues by adhering to the hotel's Health and Safety policies
Vital part of the hotel's Emergency Procedures
Lead by example and sustain an environment of Respect, Integrity, Teamwork, Accountability, Excellence and positive employee relations
Understand and promote the Hotel's vision, while supporting with departmental goals and vision
Communicate and liase effectively with other leaders in the department and hotel
Strong attention to detail, highly organized and able to meet time sensitive tasks
Other duties as assigned

Qualifications

Your Skills & Qualifications:

Minimum 1 years previous Front Desk supervisory experience in a Large Hotel preferred
Excellent knowledge of Micros-Opera Property Manager, word and excel
Excellent written and verbal skills with a high attention to detail required
Solutions-orientated, strong interpersonal skills and problem solving techniques

• Leadership Skills: Ability to motivate and manage a team effectively, fostering a positive work environment.
• Communication Skills: Strong verbal and written communication skills for interacting with guests, staff, and management.
• Customer Service Orientation: Commitment to providing exceptional service and resolving guest issues promptly.
• Organizational Skills: Strong multitasking abilities and attention to detail to manage front office operations efficiently.

Personal Attributes

• Problem-Solving Skills: Proactive in identifying issues and implementing solutions.
• Positive Attitude: Friendly and approachable demeanor that creates a welcoming atmosphere for guests and staff.
• Adaptability: Flexibility to handle changing situations and priorities in a dynamic environment.

Desired candidate profile

Here’s a detailed desired candidate profile for a Front Office Supervisor, outlining educational qualifications, experience, key skills, and personal attributes:

### **Desired Candidate Profile: Front Office Supervisor**

#### **Educational Qualifications**
- **High School Diploma**: Required; a degree in hospitality management, business administration, or a related field is preferred.

#### **Experience**
- **Previous Experience**: 2-4 years in front office operations, with at least 1-2 years in a supervisory or leadership role in the hospitality industry.

#### **Key Skills**
- **Leadership Skills**: Ability to motivate and manage a team effectively, fostering a positive work environment.
- **Communication Skills**: Strong verbal and written communication skills for interacting with guests, staff, and management.
- **Customer Service Orientation**: Commitment to providing exceptional service and resolving guest issues promptly.
- **Organizational Skills**: Strong multitasking abilities and attention to detail to manage front office operations efficiently.

#### **Personal Attributes**
- **Problem-Solving Skills**: Proactive in identifying issues and implementing solutions.
- **Positive Attitude**: Friendly and approachable demeanor that creates a welcoming atmosphere for guests and staff.
- **Adaptability**: Flexibility to handle changing situations and priorities in a dynamic environment.

#### **Technical Skills**
- **Property Management Systems**: Familiarity with hotel management software (e.g., Opera, Fidelio) and front office operations.
- **Basic Computer Skills**: Proficient in using Microsoft Office Suite and other relevant software applications.

### **Additional Qualifications**
- **Knowledge of Hospitality Industry**: Understanding of hotel operations, standards, and guest service expectations.
- **Training Skills**: Ability to train and mentor new staff on procedures and best practices.

This profile ensures that the Front Office Supervisor can effectively lead the front office team, manage guest interactions, and contribute positively to the overall guest experience.