• Job Location: Ring Road Central, Accra, , GH
• Job Function: Hospitality & Leisure
• Employment Type: Full-Time
• Minimum Experience: 2 years
• Minimum Qualification: HND
• Age Range:
• Preferred Gender: Any
• Salary: 3480
• Expected Start Date: 02/04/2025

Job Summary:
The Front Desk Supervisor is responsible for overseeing the daily operations of the front desk, ensuring that all guests and visitors are greeted in a professional and friendly manner. They supervise front desk staff, handle guest inquiries, resolve complaints, and ensure that all administrative tasks are completed efficiently.
This role requires a blend of leadership, customer service, and operational skills to ensure that the front desk functions smoothly and that guests have a positive experience.

Key Responsibilities:
Team Supervision:
o Supervise, train, and motivate front desk staff.
o Schedule and assign shifts to front desk personnel to ensure adequate coverage.
o Conduct performance reviews and provide feedback for staff development.

Guest Service:
o Greet guests and visitors upon arrival and provide assistance with check-in/check-out procedures.
o Handle guest complaints or concerns promptly and professionally, ensuring a resolution that satisfies the guest.
o Answer phone calls, emails, and other inquiries about services, reservations, and amenities.

Training and Development:
o Continuously train front desk staff on updated company policies, procedures, and customer service techniques.
o Organize role-playing sessions or workshops to help staff improve their problem-solving skills and overall performance.
o Ensure new employees receive proper orientation and shadowing to get acclimated to the role.

Administrative Tasks:
o Oversee and maintain accurate guest records, reservations, and billing information.
o Ensure the front desk is organized and stocked with necessary supplies (e.g., registration forms, brochures).
o Process payments and handle cash, credit, and debit transactions.

Operational Efficiency:
o Monitor and manage room availability, guest check-ins/outs, and special requests.
o Coordinate with housekeeping and maintenance to ensure guest rooms are ready and well-maintained.
o Oversee key distribution and ensure security procedures are followed.

Financial Oversight:
o Assist with invoicing, billing discrepancies, and handling guest payments (including deposits, adjustments, or refunds).
o Maintain accurate cash drawer and daily revenue reports.
o Reconcile guest folios and ensure that all charges are correct.

Compliance & Safety:
o Ensure that all front desk procedures comply with company policies and legal requirements.
o Handle emergency situations calmly and professionally (e.g., evacuations, medical incidents).
o Maintain a safe and secure environment for guests and staff.

Communication:
o Communicate effectively with other departments (housekeeping, maintenance, management) to coordinate guest needs.
o Provide daily reports to management on front desk activities and guest feedback.

Conflict Management:
o Address conflicts between staff members in a fair and professional manner, ensuring a positive and productive work environment.
o Mediate any issues between guests and staff that may arise during their stay, ensuring a swift resolution.

Event Coordination:
o Assist in coordinating small in-house events, conferences, or meetings by liaising between guests and other departments.
o Ensure that event spaces are set up according to guest specifications and are ready for use on time.

Skills:
Strong communication and interpersonal skills.
Problem-solving ability and conflict resolution skills.
Excellent organizational and multitasking abilities.
Proficiency with front desk software and basic office equipment (e.g., phones, computers).
Ability to work well under pressure and manage stressful situations.
Attention to detail and a commitment to customer satisfaction.