A hotel front office supervisor is hired to ensure that first tier services in a hospitality environment are carried out with appropriateness. This individual is responsible for the entire operations of the front desk, which includes guest greetings, reservations, check-ins and check-outs, and of course, payment procedures.
While most hotels make sure that all people working within them are properly trained, especially those that are part of the “welcome committee”, a supervisor is required to oversee things and make sure that no issues arise. And when issues do arise, they make sure that they are handled so that they do not affect the business, or hotel guests.
It is important for hotel front office supervisors to possess a degree in hospitality, since this work is not everyone’s ballgame. In addition to this, you have to be exceptionally well-versed in handling customer services so that guests are satisfied and bring more business. Since hotel front office supervisors are required to know all that is going on within their area of work, it is important for them to be vigilant and analytic. Also, it is imperative for them to understand the importance of ensuring smooth front office operations. Here is a list of duties that they perform:
• Oversee the hotel reservation system to ensure that all is in check and that no slots are left empty
• Train and supervise front desk officers and guest relations officers to ensure that they greet and service guests properly
• Respond to telephone and in-person inquiries regarding hotel services and facilities
• Assist front desk officers in determining how to handle multiple reservations at all times
• Provide oversight to payment procedures by ensuring that they are properly carried out with integrity
• Allocate rooms to guests based on their reservations and provide them with information on what to expect in terms of services and facilities
• Ascertain that all check-in and check-out procedures are properly handled, and manage any issues in real time
• Count cash in cash drawers at the end of each shift to ensure that all is in check, and address any evident discrepancies
• Issue room keys or cards to guests and ensure that they are returned when they check out
• Control guests’ access to safe boxes and ensure that proper security measures are taken at all times
• Balance front desk accounts and conduct financial audits in accordance with specified protocols
• Respond to and resolve issues and complaints to ensure repeat business from guests