Front Office Supervisor

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 person responsible for emergency procedures, fire safety, and first aid.
• Complete incident reports and escalate 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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