Front Office Supervisor at Efezi Southsea Nigeria Limited

Job Summary

• The Front Office Supervisor plays a key leadership role in ensuring smooth and efficient daily operations of the front desk and related guest service functions.
• They oversee front desk staff, handle guest inquiries and complaints, ensure high service standards, and support management in maintaining a welcoming and professional environment.

Key Responsibilities
Guest Relations & Service:

• Ensure every guest receives prompt, professional, and courteous service.
• Handle guest complaints, requests, and special needs efficiently.
• Supervise check-in/check-out processes to ensure accuracy and speed.
• Monitor guest satisfaction and coordinate with departments to resolve issues.

Front Office Operations:

• Oversee the front desk team, ensuring proper shift coverage and smooth transitions.
• Verify and approve room allocations, rates, and billing accuracy.
• Ensure compliance with hotel policies, standard operating procedures (SOPs), and service standards.
• Maintain accurate guest records, reports, and financial transactions.

Staff Supervision & Training:

• Supervise, motivate, and evaluate front office staff performance.
• Train new front desk agents and ensure continuous skill development.
• Promote teamwork, discipline, and professionalism among staff.

Coordination & Communication:

• Liaise with housekeeping, maintenance, and other departments to ensure guest needs are met.
• Report operational issues to the Front Office Manager or General Manager.
• Ensure seamless communication between shifts through handover reports.

Cash Handling & Reporting:

• Monitor cash floats, room revenues, and daily reports for accuracy.
• Assist in night audit and financial reconciliations when necessary.
• Ensure all transactions adhere to hotel accounting policies.

Qualifications

• Minimum of an OND/HND/BSc in Hospitality Management or related field
• 2–4 years of hotel front office experience (5 year in a supervisory role preferred)
• Professional appearance and good grooming standard.

Skills and Competencies:

• Strong leadership and interpersonal skills
• Excellent communication and problem-solving abilities
• Customer-focused attitude with attention to detail
• Proficiency in hotel management software (e.g., Opera, Protel, Cloudbeds)
• Ability to multitask and remain calm under pressure.