Front Office Supervisor

Position Summary
The Overnight Front Office Supervisor is responsible for overseeing all hotel operations during the overnight shift, acting as the primary leader in the absence of the Night Manager. This role ensures seamless operations, exceptional guest experiences, and adherence to Forbes, Leading Quality, and Langham brand standards. The supervisor supports and develops the overnight team, addresses operational challenges, and ensures accurate reporting, revenue maximization, and smooth transitions to the next day’s operations.

Essential Duties and Responsibilities

• Operational Leadership:
  • Assume responsibility for all hotel operations during the overnight shift, making service-oriented and business-driven decisions.
  • Act as a liaison between the overnight team and department managers to ensure clear communication and follow-through.
  • Oversee inventory and reservations to optimize revenue and occupancy during the shift.
• Team Management and Development:
  • Lead, supervise, and coach overnight team members, ensuring compliance with Forbes, Leading Quality, and Langham standards.
  • Provide training and mentorship to develop team skills and maintain a positive work environment.
  • Act as a resource and support system for Guest Service Agents, Langham Touch Agents, and other team members.
• Guest Experience:
  • Deliver personalized service during guest check-in and check-out, ensuring a seamless and memorable experience.
  • Handle guest challenges promptly and professionally, ensuring proper follow-up and resolution.
  • Monitor guest accounts, process payments, and perform cashier functions, including currency exchange and account reconciliation.
• Administrative and Reporting Duties:
  • Audit nightly charges and postings, correcting discrepancies as needed.
  • Prepare and distribute accurate nightly reports, ensuring all figures and data are verified.
  • Document overnight occurrences, incidents, and challenges, communicating details to department heads and the Rooms Division management team.
• Supportive Functions:
  • Maintain the cleanliness and organization of the front-of-house areas.
  • Stay informed of and train team members on hotel emergency procedures.
  • Take initiative to enhance operations, guest satisfaction, and team performance.

Job Knowledge, Skills, and Abilities

• Proficient in Shiji PMS, HotSos, Alice and Microsoft Office applications.
• Strong organizational, communication, and interpersonal skills.
• Ability to anticipate and address guest needs, resolve issues, and foster a service-driven culture.
• Effective multitasking and problem-solving in a fast-paced environment.
• Professional presentation and adherence to luxury hotel grooming standards.
• Proficiency in multiple languages preferred.

Safety Requirements

• Adhere to all health and safety protocols, ensuring a secure environment for guests and colleagues.

Education and Experience

• Previous supervisory experience in a luxury hotel front office is strongly preferred.
• Familiarity with five-star standards and experience working in diverse, international teams.
• College degree preferred; CPR certification is a plus.

Physical Demands

• Ability to stand for the duration of the shift, lift/carry up to 50 pounds, and perform physical tasks such as bending, kneeling, and reaching.

This position requires availability for variable hours, including weekends and holidays. The ideal candidate will demonstrate initiative, professionalism, and a commitment to delivering the highest standard of luxury service in alignment with Langham’s values.