| Detail | For this role |
|---|---|
| Department | Hospitality |
| Level | Mid level |
| Reports to | Front Office Manager |
| Direct reports | Front Office Associate |
| Experience | 3 to 6 years in front office |
Front Office Supervisor job description template
Copy this job description, replace the text in square brackets and post it on your careers page or a job portal.
Job title: Front Office Supervisor
Department: Hospitality
Reports to: Front Office Manager
Location: [City], [office, branch or site]
About the role
A Front Office Supervisor leads the front desk team during a shift. They supervise associates, handle check ins and check outs at busy times and sort out guest issues on the spot. The role reports to the Front Office Manager. A good Front Office Supervisor keeps the desk quick and welcoming, guides associates through tricky guests and systems, and keeps the shift running smoothly so the manager can focus on the bigger picture.
Key responsibilities
- Supervise the front desk team during the shift and assign duties.
- Handle check in, check out and room assignment at busy periods.
- Resolve guest issues and requests at the desk during the shift.
- Guide associates on the system, procedures and service standards.
- Coordinate with housekeeping on room readiness during the shift.
- Handle billing, cash and foreign exchange checks at the desk.
- Manage the shift handover and the front desk logbook.
- Support upselling of rooms and services at the desk.
- Ensure guest data and privacy are handled correctly at reception.
- Escalate serious issues to the duty or front office manager.
Requirements
- Degree or diploma in hotel management
- Front desk experience
- Property management system skills
- 3 to 6 years in front office
KRAs and KPIs for a Front Office Supervisor
Key result areas for the appraisal form, each with a KPI you can measure every month or quarter.
| Key result area | How to measure it |
|---|---|
| Guest satisfaction | Front desk guest scores in the shift held above the standard |
| Check in speed | Average check in time in the shift held within the standard |
| Team guidance | Associate errors during the shift kept low through support |
| Billing accuracy | Front desk billing and cash errors near zero in the shift |
| Handover | Clean shift handover and logbook completed every shift |
Skills and tools
Tools used day to day: Property management system, Key card system, POS billing, MS Excel, Logbook.
Reporting line and career path
Next roles: Duty Manager, Front Office Manager, Guest Relations Manager
Interview questions for a Front Office Supervisor
- How do you run the front desk during a busy check in rush?
- How do you guide a new associate through a tricky guest?
- How do you handle a guest complaint at the desk?
- How do you coordinate room readiness with housekeeping in your shift?
- How do you keep billing and cash accurate at the desk?
- How do you write a clear shift handover?
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What does a Front Office Supervisor do?
A Front Office Supervisor leads the front desk team during a shift. They supervise associates, handle check ins and check outs at busy times, resolve guest issues, coordinate with housekeeping and manage the shift handover. They support upselling and guide the team, reporting to the Front Office Manager.
What is the difference between a Front Office Supervisor and Manager?
A Front Office Manager runs the whole department: rosters, inventory, targets and the team. A Front Office Supervisor leads the desk within a shift, guiding associates and handling guests hands on. The supervisor runs the shift; the manager runs the department and its results.
What qualifications does a Front Office Supervisor need?
Most Front Office Supervisor roles ask for a degree or diploma in hotel management with front desk experience and three or more years. Command of the property management system, calm guest handling and the ability to guide associates through a busy shift matter most.