Front Office Supervisor (Hotels Background)

Job Summary

The Front Office Supervisor is responsible for overseeing the daily operations of the Front Office, ensuring smooth guest check-in and check-out, maintaining service standards, handling guest complaints, and supervising the Front Office team. The role requires strong leadership, communication, problem-solving and guest-handling skills to ensure an exceptional guest experience.

Key Responsibilities

Front Office Operations

Supervise daily Front Office operations, including reception, guest relations and concierge activities.

Ensure smooth check-in and check-out procedures.

Monitor room allocation, room status and coordination with Housekeeping.

Ensure accurate guest registration, billing and cashiering procedures.

Maintain proper shift handover and daily operational reports.

Guest Relations & Service Excellence

Ensure excellent guest service in accordance with hotel brand standards.

Handle guest complaints, feedback and service recovery effectively.

Personally attend to VIP guests and special requests.

Maintain high standards of guest satisfaction and service delivery.

Follow up on guest requests to ensure timely resolution.

Team Supervision

Supervise and guide Front Office Executives, Guest Service Associates and Bell Desk staff.

Prepare and monitor duty rosters and shift schedules.

Conduct daily briefings and communicate important operational updates.

Monitor grooming, discipline and performance of team members.

Support training and development of Front Office staff.

Revenue & Financial Responsibilities

Monitor room revenue, occupancy and upselling opportunities.

Encourage the team to maximise room upgrades and additional revenue.

Ensure accurate billing, cash handling and settlement procedures.

Monitor outstanding bills, credit limits and payment discrepancies.

Ensure compliance with hotel financial and cashiering policies.

Coordination & Administration

Coordinate with Housekeeping, Engineering, F&B and other departments for smooth operations.

Maintain guest records, registration cards and required documentation.

Ensure compliance with hotel SOPs, safety procedures and security protocols.

Monitor online guest feedback and coordinate corrective actions.

Prepare and submit operational reports to the Front Office Manager.

Required Skills & Competencies

Strong communication and interpersonal skills.

Leadership and team management.

Guest complaint handling and conflict resolution.

Knowledge of hotel PMS and front office systems.

Understanding of room reservations, billing and cashiering.

Upselling and revenue generation skills.

Problem-solving and decision-making abilities.

Professional grooming and customer service orientation.

Ability to work in rotational shifts.

Key Performance Indicators (KPIs)

Guest satisfaction and positive guest feedback.

Smooth and timely check-in/check-out operations.

Guest complaint resolution and response time.

Room upselling and revenue generation.

Accuracy in billing and cashiering.

Compliance with hotel SOPs and brand standards.

Team productivity, grooming and discipline.

Preferred Candidate Profile

Minimum 2–4 years of experience in Front Office operations in a reputed hotel.

At least 1 year of supervisory experience preferred.

Experience in 4-star / 5-star hotels will be an advantage.

Knowledge of PMS such as Opera or equivalent hotel management software.

Strong understanding of hotel operations and guest service standards.

Pay

₹20,000.00 - ₹24,000.00 per month

Work Location

In person