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
• Supervise Front Desk Operations: Oversee the front office team’s daily tasks, including check-ins, check-outs, guest inquiries, reservations, and room assignments, ensuring adherence to service standards.
• Guest Service Excellence: Ensure exceptional customer service at all times, addressing guest concerns, special requests, and complaints promptly and professionally.
• Team Leadership: Manage, train, and motivate the front desk staff, ensuring they are knowledgeable, efficient, and customer-focused. Provide coaching and feedback to improve team performance.
• Check-in & Check-out Procedures: Ensure smooth check-in and check-out processes, including verifying guest details, processing payments, and managing room allocations efficiently.
• Reservation Management: Supervise reservation handling, ensuring that all booking systems are up-to-date, reservations are accurate, and room availability is optimized.

Desired candidate profile

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 and Team Management: Proven experience in managing, training, and motivating a team. Ability to provide direction and feedback while ensuring a positive working environment.
Guest Service Excellence: Strong customer service orientation with the ability to manage difficult situations calmly and effectively, ensuring high levels of guest satisfaction.
Operational Knowledge: In-depth understanding of front office operations, including check-in/check-out procedures, reservations, guest billing, and the use of Property Management Systems (PMS) like Opera, Protel, or Micros.
Conflict Resolution: Ability to address guest complaints or issues professionally, turning potentially negative situations into positive experiences.
Attention to Detail: Strong attention to detail in managing guest accounts, reservation accuracy, and ensuring all front desk procedures are carried out without error.
Multitasking and Time Management: Capable of handling multiple tasks and priorities simultaneously, especially during busy periods, while maintaining a high level of efficiency and organization.
Communication Skills: Excellent verbal and written communication skills, with the ability to interact effectively with guests, staff, and management.
Problem Solving: Strong critical thinking and problem-solving skills, especially when dealing with guest complaints or operational issues.
Financial Management: Understanding of hotel billing systems, cash handling, and basic financial procedures to ensure accurate guest charges and payments.
Technology Proficiency: Comfortable using hotel management software (PMS), booking systems, office software (Excel, Word), and communication tools.