The Front Office Supervisor is the on‑shift operational leader, ensuring an exceptional arrival, stay, and departure experience for every guest. This role leads the reception team with warmth, confidence, and professionalism, anticipating guest needs, resolving challenges calmly, and maintaining smooth communication across departments. Through curiosity and continuous improvement the Supervisor elevates service delivery, efficiency, and guest advocacy, nurturing a positive, guest‑focused culture where the team feels supported and empowered. Operational Oversight
Operational Oversight
* Act as the on‑shift leader across the department.
* Monitor operational standards and efficiency in all areas.
* Coordinate with department managers to resolve issues promptly.
Guest Service & Experience
* Serve as the main guest contact during the shift.
* Handle queries, complaints, VIPs, and special requests professionally.
* Maintain visibility in public areas to support engagement and satisfaction.
Team Support & Leadership
* Provide on‑shift support and guidance to teams across all departments.
* Reallocate resources during busy periods to maintain service levels.
* Motivate teams and lead by example with a positive, collaborative approach.
Health, Safety & Compliance
* Ensure adherence to H&S regulations, hygiene standards, and company policies.
* Act as the responsible person for emergency procedures, fire safety, and first aid.
* Complete incident reports and elevate as needed.
Financial & Commercial Awareness
* Monitor upselling opportunities.
* Ensure correct cash handling and billing processes.
* Support cost control while protecting guest experience.
Communication & Reporting
* Conduct thorough shift handovers to ensure smooth continuity.
* Prepare shift reports on key events, feedback, and challenges.
* Communicate urgent matters to senior leadership promptly.
Event & Function Support
* Liaise with organisers and internal teams to ensure requirements are met.
Problem Solving & Crisis Management
* Take decisive action during emergencies or unexpected issues.
* Coordinate teams to minimise disruption and ensure guest safety.
* Front Office operations and hospitality service standards.
* Guest experience principles and complaint resolution techniques.
* Hotel systems (iStay, Maestro) and GDPR/PCI compliance.
* Health & safety, fire safety, and compliance requirements.
* Ability to lead and motivate guest‑facing teams effectively during shift.
* Strong communication, organisation, and time management skills and the ability to coordinate multiple departments simultaneously.
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