Job
Description
Position Overview: The Supervisor - Front Office is responsible for managing the day-to-day operations of the front desk, providing exceptional customer service, and ensuring smooth check-ins and check-outs. The role involves direct interaction with guests, addressing their needs, handling reservations, managing inquiries, and ensuring that all front office operations run efficiently. The Executive ensures that every guest experience is seamless and aligns with the hotel s standards of service and hospitality. Key Responsibilities: Guest Check-In and Check-Out: Handle guest check-ins and check-outs promptly and professionally, ensuring accuracy in guest information, room assignments, and billing. Guest Services: Address and resolve guest inquiries, concerns, and special requests efficiently and courteously. Ensure a high level of guest satisfaction at all times. Reservation Management: Process reservations for guests via phone, email, or online booking systems. Room Assignments: Ensure that guests are assigned rooms based on their preferences and needs, including upgrades or special requests, while managing room inventory efficiently. Billing and Payment: Handle billing and payments accurately, process cash and credit card transactions, and ensure that all charges are correctly posted to guest folios. Guest Information: Maintain accurate records of guest preferences, contact information, and special requests to ensure personalized service during future stays. Communication: Act as a liaison between guests and other hotel departments such as housekeeping, maintenance, and food & beverage, ensuring all guest needs are met in a timely manner. Handling Complaints: Address guest complaints and issues with professionalism and courtesy, escalating to the supervisor when necessary. Ensure prompt resolution of all guest concerns. Lobby and Public Area Management: Monitor the front desk, lobby, and public areas to ensure cleanliness, organization, and a welcoming environment for guests. Collaboration with Team: Work closely with front office team members, sharing information and coordinating on guest needs, room status, and operational updates. Reporting: Provide daily reports to the Front Office Manager, including updates on occupancy, guest feedback, and any issues or incidents that may have occurred.
