Front Office Supervisor

Front Office Supervisor

Gem Forest Hotel Nairobi - MGallery Collection, Nairobi, Kenya

Job Description

As a Front Office Supervisor, you will be an integral part of our Front Office team, responsible for overseeing the daily operations of the front desk and ensuring exceptional guest service. You will lead and motivate a team of Guest Service Agents, handle guest inquiries and complaints, and maintain a smooth and efficient check-in/check-out process. This role requires a strong focus on guest satisfaction, excellent leadership skills, and the ability to thrive in a fast-paced environment.

Key Responsibilities

Team Leadership & Supervision:

• Supervise, train, and motivate a team of Guest Service Agents, ensuring adherence to Accor brand standards and service expectations.
• Ensure all guests receive a warm welcome, efficient check-in/check-out, and personalized service.
• Proactively address guest concerns and resolve complaints promptly and professionally, escalating issues to the Front Office Manager when necessary.
• Maintain a thorough knowledge of hotel services, facilities, and local attractions to provide accurate information to guests.
• Anticipate guest needs and offer solutions to enhance their stay.

Operational Management:

• Oversee daily front desk operations, including cash handling, key control, and report generation.
• Ensure accurate and efficient processing of reservations, room assignments, and billing.
• Monitor and manage room inventory, working closely with the reservations and housekeeping departments.
• Maintain a clean, organized, and welcoming front desk area.
• Adhere to all hotel policies and procedures, including safety and security protocols.

Communication & Collaboration:

• Liaise effectively with other hotel departments (Housekeeping, F&B, Concierge, and Maintenance) to ensure seamless guest experiences.
• Communicate important guest feedback and operational issues to the Front Office Manager.
• Participate in departmental meetings and contribute to continuous improvement initiatives.

Qualifications

Required Qualifications:

• College Gradutate from an accredited institution
• Minimum one year of professional experience in a Front Office Supervisor or equivalent supervisory role within the hospitality industry
• Demonstrated proficiency with hotel property management systems (PMS) and standard office software applications
• Proven ability to lead and manage front-line teams in a high-volume, guest-facing environment
• Exceptional communication and interpersonal skills with the ability to manage guest relations professionally
• Strong organizational and time management capabilities with meticulous attention to detail
• Comprehensive knowledge of front office operations, including reservations, billing, and cash handling procedures

Preferred Qualifications:

• Certification in hospitality management or front office operations
• Experience with Accor brand standards and service protocols
• Multilingual capabilities