Front Office Supervisor

The Front Desk Supervisor ensures seamless guest experience through efficient front office operations and superior customer service. The role is essential to creating positive first and last impressions for guests, while maintaining operational discipline, communication, and coordination with other departments.

• Achieve at least 95% guest satisfaction scores in check-in and check-out services.
• Maintain 100% accuracy in billing, posting, and cash handling processes.
• Ensure front desk readiness and presentation standards are met before each shift.
• Resolve guest inquiries or complaints within 15 minutes of notification.
• Ensure compliance with Catalonia brand standards and guest service SOPs.
• Train, supervise, and evaluate team performance for continuous improvement.
• Monitor occupancy forecasts and prepare accurate daily and monthly reports.
• Promote up-selling of rooms and services to maximize revenue (target 10% of monthly front office sales).
• Collaborate with housekeeping and maintenance for room readiness and guest satisfaction.
• Ensure proper handling and privacy of guest data in line with hotel policy and data protection standards.
• Conduct shift handovers with zero discrepancies in records or reports.
• Ensure OSHA, fire safety, and emergency response standards are observed in the front office area.

• Diploma or Degree in Hospitality, Front Office, or Hotel Management.
• Minimum of 3–5 years of experience in a 4–5-star hotel Front Office role.
• Strong computer literacy (PMS, MS Office, and reservation systems).
• Excellent communication,
• Supervisory and interpersonal skills.
• High level of professionalism and attention to detail.
• Customer-focused with empathy and a proactive mindset.
• Ability to multitask and remain calm under pressure.
• Strong teamwork and leadership abilities.
• Fluency in English; swahili or other language skills are an advantage.