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Experienced Front Office Supervisor

8 months ago

Lisburn, United Kingdom Haslem Group Full time

_**Are you ready to take the spotlight and lead like never before?**_

**The Haslem Group** are seeking a dynamic and visionary **Front Office Supervisor** to join the team at **Haslem Hotel **and redefine hospitality excellence.

If your heart beats for crafting memories that linger, conducting seamless operations, and fostering a culture of genuine warmth and elegance, then we want to hear from you

As the hotel Front Office Supervisor, you will support the Front of House Manager and oversee all aspects of our front desk operations and guest services. You will be responsible for ensuring exceptional guest experiences, efficient check-in and check-out procedures, and effective supervision of the front office team. This role requires strong leadership skills, excellent communication, and a dedication to maintaining high standards of customer service.

**Key Responsibilities**:
**Guest Relations**:

- Ensure a warm and welcoming atmosphere for all guests, responding promptly to their inquiries, concerns, and requests.
- Handle escalated guest issues with professionalism and ensure swift resolution to maintain guest satisfaction.
- Foster a guest-centric culture among the front office staff to create memorable experiences for all patrons.

**Front Desk Operations**:

- Oversee the daily operations of the front desk, including check-in, check-out, and guest registration procedures.
- Implement efficient and accurate reservation systems to maximise room occupancy and revenue.
- Monitor room availability and coordinate with housekeeping to ensure timely room readiness.

**Staff Management**:

- Conduct regular performance evaluations, provide feedback, and address training needs to enhance team capabilities.
- Schedule front desk personnel efficiently to meet the demands of the hotel's occupancy and seasonal requirements.

**Financial Management**:

- Assist in managing the front office budget, ensuring cost-effective operations without compromising quality.
- Monitor and control front office expenses, including supplies, equipment, and labour costs.
- Analyse occupancy trends and suggest pricing strategies to maximise revenue and occupancy rates.

**Reporting and Communication**:

- Prepare regular reports on front office performance, including occupancy rates, revenue, and guest feedback.
- Collaborate with other hotel departments, such as housekeeping, sales, and food & beverage, to ensure seamless guest experiences.
- Effectively communicate with the general manager and other department heads to address any operational challenges and implement improvements.

**Quality Assurance**:

- Uphold the hotel's brand standards and ensure that front office operations comply with company policies and procedures.
- Implement quality assurance programs and initiatives to maintain high service standards.
- Regularly review and update front office procedures and train staff accordingly to enhance service efficiency.

**Reservations/ Group Bookings**:

- Ensure all reservation requests are responded to in a timely manner and entered into the PMS.
- Flag any key contacts or business guests and pass on to the Sales Team to develop corporate relationships.
- Ensure all operational aspects of group bookings are confirmed ahead of arrival and all bookings updated on Guestline and passed on to the relevant departments.

**Required Reporting**:

- Weekly Debt Report
- Weekly No Show report
- Weekly Forecast report for week ahead

**Qualifications**:

- Proven experience as a Front Office Supervisor or similar role within the hospitality industry.
- Strong leadership and team management skills, with the ability to motivate and develop staff.
- Excellent communication and interpersonal skills to interact with guests and colleagues at all levels.
- Proficiency in hotel management software and reservation systems.
- Solid understanding of financial principles, including revenue management and cost control.
- Problem-solving abilities and a customer-centric mindset.
- Flexibility to work varying shifts, including evenings, weekends, and holidays.
- Attention to detail and organizational skills to manage multiple tasks simultaneously.

**Benefits**:

- Pension
- Professional development opportunities and training
- Employee discounts on hotel services and accommodations
- Positive and inclusive work environment in a reputable hospitality establishment

Take your career to the next step with the Haslem Group at a very exciting time for the company.

‘Hospitality _that’s_ Authentic _in_ Style _and_ Luxury, _delivering_ Experiences _for lasting_ Memories’

**Salary**: £12.00 per hour

Schedule:

- Holidays
- Weekend availability

**Experience**:

- Hotel Front Office or Reception: 2 years (required)

Ability to Commute:

- Lisburn (required)

Work Location: In person