Descripción del empleo

Position Summary
The Front Desk Supervisor is responsible for overseeing the daily operations of the Front Desk, ensuring exceptional guest service and smooth departmental performance. This role supports the Front Office Manager by supervising Front Desk Agents, maintaining brand standards, resolving guest concerns, and ensuring efficient check-in and check-out experiences. The Front Desk Supervisor leads by example, fostering a positive team environment while delivering memorable guest experiences.
Key Responsibilities
Supervise the daily operation of the Front Desk and ensure service standards are consistently met.
Lead, coach, motivate, and support Front Desk Agents to deliver exceptional guest experiences.
Ensure efficient and accurate check-in, check-out, room assignments, and cashiering procedures.
Handle guest complaints and special requests promptly, professionally, and with a service recovery mindset.
Monitor room availability, arrivals, departures, VIP guests, and special accommodations.
Coordinate with Housekeeping, Engineering, Security, Reservations, and other departments to ensure seamless operations.
Ensure compliance with hotel policies, SOPs, and brand standards.
Train new team members and provide ongoing coaching and performance feedback.
Assist with scheduling, shift coverage, and daily task assignments.
Monitor daily reports, guest preferences, billing accuracy, and room status.




Maintain accurate records and ensure proper use of Opera Cloud and other hotel systems.
Promote hotel services, amenities, and upselling opportunities.
Support departmental goals, guest satisfaction scores, and LQA quality standards.
Ensure a safe, organized, and welcoming Front Desk environment.

Requisitos

Qualifications
Previous experience as a Front Desk Agent, Front Office Supervisor, or similar leadership role in a hotel.
Luxury hospitality experience preferred.
Advanced English communication skills (spoken and written); additional languages are an advantage.
Proficiency in Opera Cloud PMS is required.
Knowledge of LQA (Leading Quality Assurance) standards is preferred.
Strong leadership, communication, and problem-solving skills.
Excellent organizational skills and attention to detail.
Ability to remain calm and professional under pressure.
Versátil to work rotating shifts, weekends, and holidays.
Competencies
Guest-focused mindset
Leadership and team development
Effective communication
Decision-making and problem-solving
Conflict resolution
Time management and organization
Adaptability and resilience
Accountability and integrity
Attention to detail
Collaboration and teamwork

Información adicional

Core Competencies
Guest Service Excellence
Luxury Hospitality Mindset
Effective Communication
Attention to Detail
Teamwork & Collaboration
Problem Solving
Adaptability
Emotional Intelligence
Time Management
Professionalism
Integrity

📌 Front Desk Supervisor (Ciudad de México)
🏢 AccorHotel
📍 Ciudad de México