Front Desk Supervisor (Hospitality) at Roseann Gold Hotel & Resort

Job Summary

The Front Desk Supervisor oversees daily front office operations, ensures excellent guest experience, supervises front desk staff, drives revenue support, and maintains accurate reporting and communication across departmentsThis role requires strong computer literacy, including professional email communication, Excel reporting, and hotel PMS usage. The Supervisor reports directly to the General Manager and works closely with Accounting, Housekeeping, Maintenance, Sales, and HR/Admin teams.

Key Responsibilities

Front Office Operations & Guest Experience

• Supervise check-ins, check-outs, reservations, walk-ins, and guest inquiries
• Ensure smooth, professional guest handling at all times
• Resolve guest complaints promptly and escalate when necessary
• Manage VIP guests, special requests, and repeat customers

Team Supervision

• Supervise Front Desk Officers across all shifts
• Ensure proper shift handovers and attendance tracking
• Train and guide front desk staff on procedures, service standards, and systems
• Monitor performance and enforce accountability

Systems, Reporting & Technology (VERY IMPORTANT)

• Use hotel PMS daily for reservations, check-ins/check-outs, billing, and room status updates
• Prepare daily and weekly reports using Excel (occupancy, arrivals/departures, revenue summaries)
• Communicate professionally via email with management, accounting, and external partners
• Ensure accuracy of guest data, billing records, and reports
• Support Accounting with revenue reconciliation and documentation

Revenue Support & Upselling

• Drive room upgrades, early check-ins, late check-outs, and add-on sales
• Track upselling performance and report opportunities missed
• Support walk-in conversion and revenue optimization

Interdepartmental Coordination

• Liaise with Housekeeping to ensure room readiness before check-in
• Report maintenance issues promptly and follow up until resolved
• Coordinate with Sales and Management on group and corporate bookings

Requirements & Qualifications

• Minimum 2–4 years experience in hotel front office operations
• Prior supervisory or senior front desk role is an advantage
• Strong proficiency in Email, Microsoft Excel, and Hotel PMS systems (mandatory)
• Good understanding of hotel operations and guest service standards
• Excellent communication, leadership, and problem-solving skills
• Ability to work shifts, weekends, and public holidays

Key Skills & Competencies

• Hotel PMS proficiency
• Excel-based reporting
• Professional email communication
• Team leadership and supervision
• Guest service excellence
• Strong organizational and follow-up skills

Salary & Benefits

• Salary: ₦200,000
• Service Charge: Eligible
• Performance Review: Monthly