Front Office Supervisor at Accor

• The Front Office Supervisor assists in the smooth and efficient operation of the Front Office department, ensuring that all guests receive professional, friendly, and personalized service from arrival to departure. The role involves supervising the team, handling guest concerns, ensuring brand standards are upheld, and supporting the management team in daily operations.

Key Responsibilities:

Guest Service & Operations

• Supervise day-to-day Front Office operations, including check-in, check-out, and room assignments.
• Ensure that all guests are greeted warmly and assisted promptly in line with Accor service standards.
• Handle guest requests, feedback, and complaints courteously and efficiently.
• Support the implementation of ALLSAFE and other Accor service and safety programs.
• Ensure VIP arrivals and special requests are communicated and handled seamlessly.

Team Supervision & Training

• Supervise and guide the Front Desk, Guest Relations, and Bell teams during shifts.
• Conduct briefings and ensure staff are informed about hotel activities, occupancy levels, and special events.
• Coach and develop team members to enhance service delivery and performance.
• Ensure grooming, communication, and performance standards are consistently maintained.

Administration & Systems

• Monitor and review shift reports, cash float management, and night audit accuracy.
• Ensure accurate recording and follow-up of guest preferences, profiles, and billing.
• Assist in preparing duty rosters, leave schedules, and attendance records.
• Liaise with Housekeeping, Reservations, and other departments to ensure smooth coordination.

Financial & Business Awareness

• Promote upselling of rooms, packages, and services to maximize revenue.
• Support management in monitoring departmental expenses and cost control.
• Contribute to guest satisfaction and loyalty targets as per Accor KPIs.

Health, Safety & Compliance

• Ensure a clean, safe, and organized front desk area at all times.
• Comply with hotel security, fire regulations, and all health and safety legislation.
• Maintain confidentiality of guest and company information.

Qualifications

• Diploma or degree in Hospitality Management or related field.
• Minimum 2 years’ experience in Front Office operations, with at least 1 year in a supervisory role.
• Proficient in PMS (Opera Cloud preferred) and Microsoft Office applications.
• Strong leadership, communication, and interpersonal skills.
• Excellent problem-solving and guest recovery abilities.
• Fluency in English; additional languages are an advantage.