The Front Desk Supervisor

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<p>The Front Desk Supervisor oversees the daily operations of the front office, ensuring excellent guest service, smooth check-in/check-out processes, proper staff coordination, and consistent adherence to hotel standards. This role supports the Front Office Manager and leads the front desk team to deliver exceptional guest experiences.</p> <p><strong>Key ResponsibilitiesGuest Services</strong></p> <ul> <li>Supervise the check-in/check-out process to ensure efficiency and professionalism.</li> <li>Handle guest inquiries, complaints, and special requests promptly and politely.</li> <li>Ensure guests receive accurate information regarding room rates, hotel services, and facilities.</li> <li>Monitor guest satisfaction and resolve issues to maintain high service standards.</li> <li>Ensure the lobby and reception area are clean, orderly and welcoming.</li> </ul> <p><strong>Front Desk Operations</strong></p> <ul> <li>Oversee daily front desk activities, ensuring compliance with hotel policies.</li> <li>Manage room assignments, reservations, and availability.</li> <li>Ensure correct handling of payments, billing issues, deposits, and refunds.</li> <li>Review daily reports, shift logs, and audit reports for accuracy.</li> <li>Support the night audit when required.</li> </ul> <p><strong>Team Leadership</strong></p> <ul> <li>Supervise, train, schedule, and evaluate front desk staff.</li> <li>Ensure staff follow grooming standards, customer service procedures, and operational guidelines.</li> <li>Conduct daily briefings, communicate tasks, and assign responsibilities.</li> <li>Provide coaching and corrective actions to maintain productivity and professionalism.</li> </ul> <p><strong>Administration & Coordination</strong></p> <ul> <li>Maintain proper records, documentation, and operational logs.</li> <li>Coordinate with housekeeping, maintenance, reservations, and other departments to ensure smooth guest operations.</li> <li>Assist with inventory of front office supplies and ensure availability.</li> <li>Report operational issues and follow up on solutions.</li> </ul> <p><strong>Requirements</strong></p> <ul> <li>OND/HND/Bachelor’s Degree in Hospitality, Business Administration, or related field.</li> <li>Minimum 2 years experience in front desk or customer service position; supervisory experience is an advantage.</li> <li>Strong communication and customer service skills.</li> <li>Ability to handle pressure and resolve conflicts.</li> <li>Proficient in hotel management software e.g., Opera, Protel, or similar.</li> <li>Good organizational and multitasking abilities.</li> <li>Professional appearance and positive attitude.</li> </ul> <p><strong>Key Competencies</strong></p> <ul> <li>Leadership and team management</li> <li>Customer service excellence</li> <li>Problem-solving and decision-making</li> <li>Time management</li> <li>Attention to detail</li> <li>Cash-handling accuracy</li> </ul>

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