Front Office Supervisor

Company Description

Why work for Accor?

We are far more than a worldwide leader. We welcome you as you are, and you can find a job and brand that matches your personality. We support you to grow and learn every day, making sure that work brings purpose to your life, so that during your journey with us, you can continue to explore Accor’s limitless possibilities.

By joining Accor, every chapter of your story is yours to write and together we can imagine tomorrow's hospitality. Discover the life that awaits you at Accor, visit https://careers.accor.com/

Job Description

The Front Office Supervisor plays a pivotal role in leading the daily operations of the front desk and guest services team. You will create a welcoming environment, oversee front office staff, and ensure that all service standards are met with professionalism and warmth. Your ability to handle guest concerns promptly and provide personalized service will be key to delivering exceptional and memorable guest experiences.

• Lead and supervise the daily operations of the front office team to ensure smooth check-in/check-out processes and exceptional guest experiences.
• Assist the Duty Manager in reviewing the staffing roster at the commencement of the shift to ensure the best deployment for maximum efficiency.
• Able to assist the Duty Manager in controlling room inventory. Managed allocations according to hotel directives. Plan room allocation and prepare arrivals, bearing in mind any special requests.
• Update PMS (Opera Cloud) and be able to use the program as an expert for the Front Office area. Able to train others to do so, too
• Able to assist the Duty Manager in handling guests’ requests and complaints.
• Able to train all existing and new team members.
• Able to assist the ALL Star & in general be a Loyalty Ambassador who consistently promotes our Loyalty programs (Accor Live Limitless)
• Able to assist the Front Office Manager in monitoring and checking on retro-claims.
• Strive to implement the Accor Vision and demonstrate active use of the Accor Values.
• Provide proactive and friendly service, ensuring that all guest interactions are positive and tailored to individual needs.
• Handle guest concerns and complaints with a swift, solution-oriented approach, ensuring issues are resolved quickly and professionally.
• Communicate department priorities and special requests clearly to all staff, ensuring a seamless, personalized experience for every guest.
• Monitor staff performance, provide coaching, and ensure the team is meeting service standards and expectations.
• Maintain a strong focus on guest satisfaction, ensuring consistent, high-quality service at all times.
• Collaborate with other hotel departments to address guest needs and ensure efficient operational flow.
• Stay informed on all hotel policies, procedures, and relevant information to effectively manage guest needs and departmental operations.
• Be prepared and responsible when assigned any other duties as designated by management.
• Service-focused personality is essential – experience in customer service or hospitality required.
• Prior experience in a leadership or supervisory role within a front office or guest services environment is preferred.
• Proficient in Opera Cloud or similar property management systems (PMS) and basic office software.
• Strong communication skills, both written and verbal.
• Ability to think quickly and adapt to changing situations, keeping calm under pressure.
• Detail-oriented, organized, and able to manage multiple tasks effectively.
• Strong problem-solving skills and a proactive approach to guest satisfaction.

Qualifications

• High school diploma or equivalent; a degree in Hospitality Management or a related field is preferred.
• Previous experience in hotel management or a similar role, with at least 3 years in a supervisory capacity.
• Strong leadership and team management skills.
• Excellent customer service and communication skills.
• Ability to handle difficult situations and resolve conflicts effectively.
• Proficient in hotel management software and Microsoft Office.
• Knowledge of safety and security protocols in the hospitality industry.

Flexible schedule, including the ability to work nights, weekends, and holidays

Additional Information

Your team and working environment:

Diverse, young and vibrant team

Our commitment to Diversity & Inclusion:

We are an inclusive company and our ambition is to attract, recruit and promote diverse talent.