Your mission
As Complex Front Office Supervisor (f/m/d), you will be responsible for supervising the Front Office operations at two hotels, ensuring smooth daily operations, exceptional guest experiences, and an efficient team. You will work closely with the management teams at both properties and play a key role in training, developing, and motivating the front office staff.
Key Responsibilities at the complex:
Operational Excellence:
· Supervise and coordinate the daily Front Office operations together with your teams.
· Ensure seamless check-in and check-out processes, maintaining high guest satisfaction.
· Develop and implement efficient procedures to improve productivity, sales and service quality.
· Handle guest inquiries and VIP’s, complaints, and special requests
professionally and efficiently.
· Ensuring a swift handover between shifts and maintaining/controlling the checklists to assure all essential information is shared.
· Be the key team player who communicates with housekeeping, maintenance, and other departments to optimise a smooth operation in the rooms department.
Team Leadership & Development:
· Train, mentor, and motivate the Front Office teams.
· Conduct regular performance reviews, FO-meetings and provide
constructive feedback for the team members.
· Foster a culture of teamwork, accountability, and continuous improvement.
· Organising cross training for the teams.
Administrative & Financial Responsibilities:
· Monitor and manage room inventory, reservations, stranded flights and occupancy levels.
· Oversee daily financial transactions, reviewing monthly cash reporting, and billing & PM accuracy.
· Prepare reports and analyse key performance indicators to improve operations.
· Responsible for publishing team’s schedules and accuracy.
Guest Relations & Brand Standards:
· Uphold IHG & Adagio brand standards and ensure both hotels meet quality expectations.
· Be an ambassador for the hotel’s loyalty programs and share best practices and procedures with teams to optimise enrolments and loyalty recognition.
· Pro-actively ensure an accurate follow-up on guest reviews and replies.
· Act as a role model for excellent customer service and hospitality
Key Responsibilities at the complex:
Operational Excellence:
· Supervise and coordinate the daily Front Office operations together with your teams.
· Ensure seamless check-in and check-out processes, maintaining high guest satisfaction.
· Develop and implement efficient procedures to improve productivity, sales and service quality.
· Handle guest inquiries and VIP’s, complaints, and special requests
professionally and efficiently.
· Ensuring a swift handover between shifts and maintaining/controlling the checklists to assure all essential information is shared.
· Be the key team player who communicates with housekeeping, maintenance, and other departments to optimise a smooth operation in the rooms department.
Team Leadership & Development:
· Train, mentor, and motivate the Front Office teams.
· Conduct regular performance reviews, FO-meetings and provide
constructive feedback for the team members.
· Foster a culture of teamwork, accountability, and continuous improvement.
· Organising cross training for the teams.
Administrative & Financial Responsibilities:
· Monitor and manage room inventory, reservations, stranded flights and occupancy levels.
· Oversee daily financial transactions, reviewing monthly cash reporting, and billing & PM accuracy.
· Prepare reports and analyse key performance indicators to improve operations.
· Responsible for publishing team’s schedules and accuracy.
Guest Relations & Brand Standards:
· Uphold IHG & Adagio brand standards and ensure both hotels meet quality expectations.
· Be an ambassador for the hotel’s loyalty programs and share best practices and procedures with teams to optimise enrolments and loyalty recognition.
· Pro-actively ensure an accurate follow-up on guest reviews and replies.
· Act as a role model for excellent customer service and hospitality