Front Office Supervisor

Front Office Supervisor

Role

Purpose:

The Front Office Supervisor acts as the on‑shift operational leader, ensuring an exceptional arrival, stay, and departure experience for every guest. The supervisor leads the reception team with warmth, confidence and professionalism, anticipates guest needs, resolves challenges calmly, and maintains smooth communication across departments. Through curiosity and continuous improvement the supervisor elevates service delivery and efficiency, fostering a positive, guest‑focused culture where the team feels supported and empowered.

• 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.

• 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.

• 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.

• 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 elevate them as needed.

• Monitor upselling opportunities.
• Ensure correct cash handling and billing processes.
• Support cost control while preserving guest experience.

• Conduct thorough shift handovers to ensure smooth continuity.
• Prepare shift reports on key events, feedback and challenges.
• Communicate urgent matters to senior leadership promptly.

• Liaise with organisers and internal teams to meet event requirements.

• 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 during shifts.
• Strong communication, organisation and time‑management skills and the ability to coordinate multiple departments simultaneously.

Diversity, equity and inclusion are at the heart of our organization. We encourage applications from all backgrounds, communities and industries and support reasonable adjustments or flexibility, including part‑time or job‑share arrangements.