Front Office Supervisor

About the Role

We are looking for a friendly, professional and confident Reception Supervisor to join our busy Front Office team at Crowne Plaza. As a key member of the Front Office leadership team, you will play an important role in ensuring our guests receive a warm welcome, exceptional service and a smooth experience throughout their stay.

Working in a fast-paced hotel environment, you will supervise the day-to-day operation of the Reception team, supporting and motivating colleagues to deliver consistently high standards of service in line with Crowne Plaza brand standards and hotel procedures. You will act as a senior point of contact for guests and colleagues, taking ownership of guest queries and ensuring the Front Office operation runs efficiently and professionally at all times.

• Supervise and support the Reception team to ensure the smooth and efficient running of the Front Office operation.
• Provide a warm, friendly and professional welcome to all guests and visitors.
• Lead by example and consistently demonstrate excellent standards of customer service.
• Oversee and support accurate and efficient guest check-in and check-out procedures.
• Act as a senior point of contact for guests throughout their stay, ensuring enquiries, requests and concerns are handled promptly and professionally.
• Build positive relationships with guests and ensure their needs are anticipated and met wherever possible.
• Take ownership of guest complaints and challenging situations, resolving issues calmly and professionally and escalating where appropriate.
• Support the Reception team in delivering consistently high standards of service in line with Crowne Plaza brand standards.
• Allocate daily tasks and responsibilities to Reception team members, ensuring appropriate coverage across the Front Desk.
• Monitor team performance and provide guidance, coaching and support to colleagues to maintain operational and service standards.
• Assist with the induction and training of new Reception team members and support ongoing development within the team.
• Monitor daily Front Office procedures to ensure all activities are completed accurately and in accordance with hotel policies and procedures.
• Ensure accurate guest records are maintained and that all guest information is handled appropriately and confidentially.
• Oversee and support cash-handling, billing, payment and accounting procedures, ensuring accuracy and compliance with hotel requirements.
• Complete and monitor Front Office reports, ensuring all information is accurate and any discrepancies are investigated and resolved.
• Ensure all Front Desk activities comply with hotel health, safety and security requirements.
• Communicate effectively with colleagues, management and other hotel departments to ensure a seamless guest experience.
• Liaise closely with Housekeeping, Maintenance, Food & Beverage and other departments to ensure guest requests and operational requirements are dealt with efficiently.
• Monitor arrivals, departures, VIP guests, special requests and other operational information to ensure appropriate preparation and follow-up.
• Use hotel management systems and computer software effectively, ensuring accurate and timely completion of daily tasks.
• Support the Duty Manager and wider management team with the day-to-day operation of the hotel as required.
• Take responsibility for the Front Office operation in the absence of more senior management, where appropriate.
• Ensure the Reception area is maintained to a clean, organised and professional standard at all times.
• Support the wider Front Office team during busy periods and ensure the team remains focused, organised and guest-focused under pressure.
• Promote a positive team culture, encouraging effective communication,…