The Front Office Supervisor is responsible for overseeing the daily operations of the Front Office department and ensuring exceptional guest service standards are consistently delivered. This role supports and supervises Front Office team members while coordinating closely with Housekeeping, Reservations, Maintenance, and other departments to ensure the smooth operation of the hotel.

The Front Office Supervisor leads by example, demonstrating professionalism, initiative, problem-solving abilities, and a strong commitment to guest satisfaction. The role requires excellent communication skills, attention to detail, and the ability to motivate and develop team members.

Key Duties and Responsibilities

Leadership and Team Management

Lead, supervise, train, and motivate Front Office team members to deliver exceptional guest experiences.

Provide ongoing coaching, guidance, and performance feedback to team members.

Assist with recruitment, onboarding, and training of Front Office employees.

Ensure all team members comply with hotel policies, procedures, and service standards.

Act as a role model by demonstrating professionalism, accountability, and a positive attitude.

Supervise daily shift operations and ensure all tasks are completed efficiently and accurately.

Resolve staff issues and operational challenges in a timely and professional manner.

Guest Services

Welcome guests in a friendly, professional, and courteous manner.

Foster guest loyalty by delivering personalised and memorable service experiences.

Build strong relationships with guests throughout their stay.

Handle guest complaints, concerns, and service recovery situations promptly and effectively.





Assist guests with information regarding hotel facilities, services, local attractions, and transportation options.

Coordinate guest requests and ensure prompt follow-up with relevant departments.

Front Office Operations

Oversee guest arrivals, departures, and daily Front Office activities.

Respond to telephone, email, and in-person enquiries regarding reservations, hotel services, and guest requests.

Ensure room allocations, special requests, VIP arrivals, and amenities are appropriately arranged.

Maintain accurate guest records and ensure all documentation is completed correctly.

Ensure hotel log books and communication systems are updated and actioned appropriately.

Monitor and enforce compliance with all Front Office standard operating procedures.

Maintain current knowledge of all hotel products, services, facilities, rates, promotions, and policies.

Financial and Administrative Responsibilities

Control and reconcile cash handling procedures and daily banking requirements.

Ensure all financial transactions are processed accurately.

Develop and maintain effective working relationships with Housekeeping, Reservations, Maintenance, and other departments.

Monitor room readiness and coordinate with Housekeeping to maximise guest satisfaction.





Communicate operational issues and guest requirements to relevant departments.

Support the effective flow of information across the hotel.

Workplace Standards and Compliance

Ensure all Front Office employees maintain professional presentation standards, including uniform and personal grooming requirements.

Maintain a clean, organised, and safe Front Office environment.

Ensure compliance with workplace health and safety requirements.

At all times, maintain confidentiality of guest and company information

Ensure guest information, hotel collateral, and operational documentation remain accurate and up to date.

Management Support

Assume responsibility for hotel operations in the absence of the Hotel Manager.

Support management in achieving operational, financial, and guest satisfaction objectives.

Participate in continuous improvement initiatives to enhance service delivery and operational efficiency.

Perform any other duties reasonably requested by management.

Skills and Experience

Previous experience in a Front Office, Guest Services, or Hotel Supervisory role.

Strong leadership and team development skills.

Excellent customer service and communication abilities.

Strong organisational and time management skills.

Ability to work effectively under pressure and resolve problems efficiently.

Sound knowledge of hotel reservation and property management systems (RMS cloud preferred but not essential))

Attention to details and good administrative skills.

Flexible availability, including weekends, public holidays, and varying shifts.

Knowledge of local attractions and tourism services is advantageous.

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📌 Front Office Supervisor (City of Willoughby)
🏢 Silkari Hotels
📍 City of Willoughby