Front Office Supervisor

About the Job

Position Summary: As a Front Office Supervisor, you will be responsible for supervising and coordinating the daily operations of the Front Office while ensuring exceptional guest service and operational efficiency in accordance with Divan standards. You will support the Front Office Manager in maintaining high service standards, supervising Front Office colleagues, handling guest requests and concerns, and ensuring all Front Office procedures are followed accurately and professionally. Key Responsibilities: Follow Divan standards, SOPs, and guest service standards at all times, maintaining the highest levels of professionalism and service excellence. Be present on duty in full, clean, and professional uniform at all times. Supervise and coordinate the daily operations of the Front Office during assigned shifts. Assist the Front Office Manager in ensuring smooth and efficient Front Office operations. Supervise, guide, motivate, and support Front Office colleagues to achieve operational and guest service standards. Allocate daily duties and responsibilities to Front Office colleagues according to operational requirements. Ensure professional standards of grooming, appearance, conduct, and guest interaction are maintained at all times. Ensure efficient and accurate check-in and check-out procedures while providing a warm and personalized guest experience. Monitor daily arrivals, departures, room status, VIP guests, group arrivals, special requests, and other operational requirements. Ensure accurate room allocation and coordinate with relevant departments regarding room readiness and availability. Handle guest inquiries, requests, complaints, and concerns promptly, professionally, and courteously. Resolve guest issues within the scope of authority and escalate complex matters to the Front Office Manager when required. Monitor guest accounts, payments, cash transactions, deposits, and billing procedures to ensure accuracy and compliance with hotel standards. Ensure all guest registration details, room changes, wake-up calls, messages, and other Front Office records are accurately maintained. Monitor telephone calls, emails, and other guest communication channels and ensure timely and professional responses. Coordinate with Housekeeping regarding room status, discrepancies, early arrivals, late departures, and special room requirements. Coordinate with Concierge, Bell Desk, Reservations, Finance, and other relevant operational teams to ensure seamless guest service. Monitor and follow up on pending guest requests and ensure they are completed within the expected timeframe. Assist with VIP arrivals, special occasions, long-stay guests, and other personalized guest arrangements. Conduct regular Front Office inspections to ensure cleanliness, organization, presentation, and operational readiness. Ensure Front Office equipment, systems, keys, documents, and operational materials are properly maintained and handled. Monitor shift handovers and ensure all important operational and guest-related information is communicated accurately. Prepare and review daily operational reports and ensure relevant information is communicated to the Front Office Manager. Monitor and control Front Office supplies and minimize unnecessary consumption and operational waste. Assist in training, coaching, and developing Front Office colleagues to improve their knowledge, skills, and service performance. Identify training needs and provide on-the-job guidance and coaching where necessary. Support the Front Office Manager in maintaining guest satisfaction and achieving departmental service objectives. Handle emergency situations and guest incidents professionally and in accordance with hotel emergency procedures. Ensure compliance with hotel security, health, safety, and emergency procedures at all times. Attend Front Office meetings, briefings, training sessions, and departmental activities as required. Maintain confidentiality of guest information, hotel recor