The Front Desk Supervisor at Greywood Hotels and Apartments

The Front Desk Supervisor oversees the daily operations of the front office, ensuring excellent guest service, smooth check-in/check-out processes, proper staff coordination, and consistent adherence to hotel standards. This role supports the Front Office Manager and leads the front desk team to deliver exceptional guest experiences.

Key ResponsibilitiesGuest Services

• Supervise the check-in/check-out process to ensure efficiency and professionalism.
• Handle guest inquiries, complaints, and special requests promptly and politely.
• Ensure guests receive accurate information regarding room rates, hotel services, and facilities.
• Monitor guest satisfaction and resolve issues to maintain high service standards.
• Ensure the lobby and reception area are clean, orderly and welcoming.

Front Desk Operations

• Oversee daily front desk activities, ensuring compliance with hotel policies.
• Manage room assignments, reservations, and availability.
• Ensure correct handling of payments, billing issues, deposits, and refunds.
• Review daily reports, shift logs, and audit reports for accuracy.
• Support the night audit when required.

Team Leadership

• Supervise, train, schedule, and evaluate front desk staff.
• Ensure staff follow grooming standards, customer service procedures, and operational guidelines.
• Conduct daily briefings, communicate tasks, and assign responsibilities.
• Provide coaching and corrective actions to maintain productivity and professionalism.

Administration & Coordination

• Maintain proper records, documentation, and operational logs.
• Coordinate with housekeeping, maintenance, reservations, and other departments to ensure smooth guest operations.
• Assist with inventory of front office supplies and ensure availability.
• Report operational issues and follow up on solutions.

Requirements

• OND/HND/Bachelor’s Degree in Hospitality, Business Administration, or related field.
• Minimum 2 years experience in front desk or customer service position; supervisory experience is an advantage.
• Strong communication and customer service skills.
• Ability to handle pressure and resolve conflicts.
• Proficient in hotel management software (e.g., Opera, Protel, or similar).
• Good organizational and multitasking abilities.
• Professional appearance and positive attitude.

Key Competencies

• Leadership and team management
• Customer service excellence
• Problem-solving and decision-making
• Time management
• Attention to detail
• Cash-handling accuracy