Front Office Supervisor

We are seeking an experienced and guest-focused Front Office Supervisor to lead the Front Desk team and ensure consistently high standards of service, smooth daily operations and effective handling of guest needs and concerns.

The successful candidate will work closely with the Front Office Manager and Assistant Front Office Manager to support the team, improve guest satisfaction and maintain efficient Front Office operations.

Key Responsibilities

• Provide day-to-day leadership and guidance to Front Office team members.
• Assign duties, communicate clear instructions and monitor staff performance.
• Adjust staffing and work assignments according to operational requirements.
• Greet guests warmly and professionally and provide accurate resort information.
• Oversee and support guest check-in and check-out procedures.
• Ensure room allocation, keys, meal-plan information and arrival arrangements are prepared accurately.
• Process guest payments, credit card authorizations, cash transactions and foreign currency exchange in accordance with procedures.
• Balance assigned house banks and ensure accurate posting of guest and house account charges.
• Answer telephone calls promptly and professionally and ensure messages are recorded and delivered accurately.
• Coordinate daily guest transfers and boat movements with Guest Transport and Airport Representatives.
• Liaise with Tour Guides, Guest Relations and other departments regarding arrivals, departures, overbooking situations and important guest activities.
• Remain calm and professional during emergencies, high occupancy periods and challenging operational situations.
• Handle guest complaints and service recovery issues using sound judgment, tact and diplomacy.
• Research guest concerns thoroughly and implement appropriate solutions.
• Support Front Desk employees as a role model and encourage continuous improvement.
• Assist with guest safety deposit boxes, electronic room locks and related guest support.
• Support PABX, billing and correction of billing discrepancies when required.
• Maintain accurate records, registration cards, correspondence and Front Office documentation.
• Use email and other computer systems to communicate and maintain operational information.
• Perform other duties as assigned by Front Office Management.

Qualifications & Experience

• Hotel School graduate.
• Minimum 2 years of hotel reception experience.
• At least 1 year of experience as a Front Office Supervisor or Guest Relations Supervisor.
• Strong knowledge of Front Office operations and guest service procedures.
• Good understanding of check-in, check-out, billing and payment processes.
• Strong guest complaint handling and service recovery skills.
• Ability to lead, coach and guide Front Office team members.
• Good numerical skills and ability to perform accurate financial calculations.
• Good computer literacy, including PMS software, Outlook, Excel and Word.
• Ability to communicate effectively in English, both verbally and in writing.
• Fluency in French and German is essential.
• Spanish and Italian would be an advantage.
• Ability to remain calm and make sound decisions during emergencies or busy periods.

Personal Attributes

• Professional, confident and guest-focused.
• Strong leadership and communication skills.
• Patient, tactful and diplomatic.
• Organized and attentive to detail.
• Solution-oriented and able to make sound operational decisions.
• Reliable and able to work effectively under pressure.
• Flexible to work varying shifts, weekends and public holidays according to resort requirements.
• Professional, neat and well-groomed appearance at all times.