Front Office Supervisor

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. Company Description