The front desk of a hotel is often the first point of contact for guests, as well as the place guests go to resolve issues and ask questions. It is the job of the front office supervisor to ensure the satisfaction of all guests both by directly attending to their needs as they arise, as well as by coordinating housekeeping, cooking, and valet staff (if applicable) to maintain the smooth operation of all guest services. Additionally, the front office supervisor usually handles many operational duties, such as staff scheduling, record keeping, and handling cash.
Because the front office supervisor is responsible for guest satisfaction, they must possess strong interpersonal skills and a willingness to solve problems, as well as the managerial talents necessary to coordinate and direct several different teams at once. The front office supervisor is often required to stand for much of their shift, and they are often moving around to supervise staff and see to guests' needs. The front office supervisor typically works during daytime business hours, though some establishments may have nighttime supervisors as well.
The qualifications for front desk supervisor generally includes a high school diploma or equivalent; however, some employers may require certification in hotel operations or an associate's degree. In larger hotels, it is usually preferred that applicants possess a bachelor's degree in hospitality, hotel management, or a related field. Experience working in a hospitality environment may be preferred as well.
Front Office Supervisor Tasks
- Track, process, and balance all receipts and accounting information.
- Provide directions and timing information to clients, set expectations, and provide excellent customer service.
- Lead staff meetings and evaluations, including setting standards and training new hires.
- Process and check in all clients, and verify identity and payment over the phone or in person.
- Maintain room schedules and maintenance records.