Front Office Supervisor

The Front Office Supervisor is responsible for supervising and leading all front office personnel, ensuring the efficient and accurate completion of daily operations. This role involves directing and coordinating the activities of the front desk, night audit, and transportation teams to deliver high-quality service to guests. The Front Office Supervisor also prepares and reviews daily, weekly, and monthly reports, and manages the budget for the front office department. Additionally, the Supervisor will ensure effective communication between departments, support staff development, and address guest concerns as needed. Workdays and hours will vary based on business needs, with weekend and evening shifts required. Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time, with or without notice. Essential Duties & Responsibilities: · Train, cross-train, and retrain front office staff to uphold high service standards, improve operational efficiency, and ensure compliance with uniform and grooming guidelines. · Assist in the recruitment, selection, and performance evaluation of front office team members, providing constructive feedback and identifying opportunities for development. · Review and manage weekly staffing schedules to ensure smooth operations, adequate shift coverage, and effective task distribution. · Promote strong communication and collaboration with all departments to support seamless operations and enhance guest satisfaction. · Maintain control over master key access, ensuring secure key handling and accurate communication of room status to relevant departments. · Address guest complaints promptly, courteously, and effectively, ensuring resolution and maintaining service excellence. · Monitor high-balance accounts, VIP guests, and special requests, ensuring personalized service and proactive issue resolution. · Review, reconcile, and complete financial documentation including credit limit reports, cash reconciliation, and room revenue balancing, in alignment with the front office budget. · Oversee compliance with all cash-handling, check-cashing, and credit policies to ensure transaction accuracy and security. · Conduct regular staff meetings to communicate operational updates, review performance, and reinforce policies and procedures. · Maximize occupancy and revenue by analyzing daily reports, rate variances, house counts, and forecasts. · Operate and maintain front office systems, including software updates, report generation, and necessary configuration adjustments to ensure data accuracy. · Ensure prompt and accurate delivery of guest messages, packages, and mail, and monitor inventory levels of front office supplies. · Maintain a professional appearance at all times, ensuring all team members comply with established grooming standards. · Prepare, review, and organize records related to financial, operational, and staffing matters to support efficient hotel operations. · Perform additional duties as assigned by management to ensure the continued success of front office operations and guest satisfaction. Work Environment This role is an onsite position and requires the employee to perform their work duties at the job site location. The employee will be exposed to typical equipment and temperatures found in a front office setting of a hotel. The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Qualifications: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed are representative of the knowledge, skill, and/or ability required. Education And/or Experience: · 1–2 years of experience in a hotel front desk supervisory role, with a solid understanding of front office operations and overall hotel procedures. · Proven experience in cash handling, basic accounting procedures, and general administrative responsibilities. · Strong reading comprehension skills with the ability to interpret safety guidelines, operating instructions, and procedural documentation. Capable of writing clear and concise reports and routine correspondence. · Excellent problem-solving and deductive reasoning skills, with the ability to follow written, verbal, or visual instructions in standardized situations. · Exceptional attention to detail and the ability to effectively manage multiple tasks in a fast-paced, dynamic environment. PHYSICAL DEMANDS: This position requires the ability to stand, walk, and use hands for handling or manipulating objects. Employees must also be able to reach with arms, talk, hear, and occasionally stoop, kneel, or crouch. The employee may occasionally lift or move items over 50 pounds. Reasonable accommodations may be provided to enable individuals with disabilities to perform these essential functions. Work Location: In person