Front Office Supervisor

Job Description

Guest Experience & Operations

• Supervise and coordinate daily Front Office operations in accordance with Accor brand standards, service procedures and hotel policies.

• Deliver warm, personalised and professional guest service, ensuring a positive guest journey from pre-arrival through to departure.

• Manage incoming telephone calls, email enquiries and guest communications promptly and professionally, ensuring enquiries are directed to the appropriate department when required.

• Handle room reservations, booking enquiries, amendments, cancellations, special requests and room allocation, ensuring all details are accurately recorded in the Property Management System (PMS).

• Assist with reservation management, availability checks, rate enquiries and booking modifications in line with hotel procedures and revenue strategies.

• Manage check-in and check-out procedures, room assignments, guest billing and payment transactions accurately and efficiently.

• Respond to guest requests, complaints and service recovery situations with confidence, empathy and appropriate follow-up.

• Support Accor ALL loyalty recognition, membership enrolment and the delivery of personalised benefits in accordance with programme guidelines.

• Monitor Front Office presentation, cleanliness, service delivery and compliance with Accor brand standards.

• Coordinate closely with Housekeeping to ensure smooth daily operations and a seamless guest experience.

• Maintain accurate guest profiles, reservation records, registration cards and relevant operational documentation.

• Monitor arrivals, departures, VIP guests, special requests and group bookings to ensure appropriate preparation and coordination.

• Support the effective use of hotel systems, communication tools and operational procedures to maintain service consistency.

People

• Lead by example in delivering Accor's service culture and promoting a professional, guest-focused approach.

• Coach, support and guide Front Office colleagues, providing constructive feedback to maintain high service standards.

• Assist with onboarding, training and development of new and existing team members.

• Ensure team members understand reservation procedures, telephone etiquette, guest communication standards and Front Office systems.

• Support effective shift handovers, daily briefings and communication of operational priorities.

• Promote teamwork, accountability, attention to detail and a positive working environment.

• Assist with task allocation and monitoring team performance to ensure operational requirements are met.

• Support the Duty Manager and Front Office Manager in maintaining consistent service delivery across all shifts.

Financial & Revenue

• Ensure accurate processing of guest accounts, payments, deposits, refunds, invoices and billing adjustments in accordance with hotel procedures.

• Complete daily balancing, cashiering, shift closure and required financial reporting accurately and within established deadlines.

• Support room revenue optimisation through upselling, appropriate room upgrades and the promotion of available hotel products and services.

• Assist with reservation enquiries and bookings in accordance with approved rates, availability, rate restrictions and revenue management strategies.

• Identify opportunities to maximise room revenue while maintaining guest satisfaction and rate integrity.

• Prepare staff rosters and review or approve timesheets within delegated authority and in line with business requirements.

• Monitor reservation accuracy and booking channels to minimise errors, billing discrepancies and revenue leakage.

• Follow Accor financial controls, cash-handling procedures and internal policies.

Responsible Business

• Comply with Accor's health, safety, security, privacy and responsible business requirements.

• Identify, report and follow up on hazards, incidents, guest concerns and operational risks.

• Protect guest information and ensure personal and payment data are handled confidentially and securely.

• Follow hotel emergency procedures and assist with the safe management of incidents and emergency situations.

• Promote respectful, inclusive and professional behaviour among colleagues and guests.

• Support sustainability initiatives and responsible operating practices in accordance with hotel and Accor requirements.

• Ensure compliance with relevant hotel procedures, workplace requirements and applicable legislation.
   

Qualifications

Additional Information

• Strong interpersonal and problem solving abilities
• Fluency in English , additional languages are a plus