The Front Office Supervisor plays a key support role while actively assisting with day-to-day front-line operations. This position is responsible for both administrative functions and guest-related matters, providing valuable exposure that helps develop the skills required for future Front Office Management roles. Working closely with the current Front Office Managers, the Supervisor supports the Front Desk, Royal Service, and Guest Services teams and serves as a primary resource for them over the shift. In addition, this role maintains direct ownership of guest-facing public areas, frequently operating in a highly visible, front-of-house capacity as a brand and lobby ambassadorāengaging with guests and colleagues to ensure a seamless, informed, and consistently luxurious experience.
- Provide effective, fast service in a friendly and professional manner
- Ensure the highest level of guest satisfaction
- Deal effectively with any guest comments and or / complaints
- Assist with guest arrival and departure as required
- Assist with the sell strategy on sold out nights/ Manage and balance daily room inventory
- Assist with daily VIPās and group arrivals, with a primary focus on the ātoursā segment of the business and being the liaison for tour groups prior to and during their time on property.
- Send out package report and action any special amenities associated with packages
- Ensure daily departures and arrivals are reviewed VIPās and groups
- Conduct internal service quality audits
- Perform annual colleague reviews and provide ongoing coaching and support in alignment with brand and culture values
- Drive key performance metrics such as upsell revenue, ALL enrollments and colleague engagement
- Observe, predict and respond to Front Office operation and Hotel activity
- Daily checklist is completed according to department standards
- Represent Front Office in various hotel committees
- Assist with emergency procedures
- Other responsibilities connected with Front Office may be required