Front Office Supervisor – Hard Rock Hotel


 2022. február 10. 14:09


The Front Office Supervisor is responsible for overseeing the daily operation of the front desk, lobby, and entrance.  Additionally, the Supervisor provides support and guidance to the Front Office team.


  • Supervise department operations.  Maintain regular presence throughout the department.
  • Supervise employees to ensure assigned duties are completed to standard and a positive guest experience is delivered
  • Monitor and evaluate staff performance and deliver recognition and rewards.
  • Ensure control of all keys required to operate the department.
  • Help create and modify the weekly work schedule, as needed.
  • Ensure the proper handling, maintenance, storage, and security of all department equipment.
  • Supervise and participate in periodic department inventories.
  • Inspect and maintain front desk, lobby, and office.
  • Provide service for VIP's including pre-registration, inspecting rooms and amenities, and check-in.
  • Balance room and bed types.
  • Pre-register arriving groups.
  • Block rooms for amenities and verify delivery.
  • Review no-show reservations.
  • Review out of order rooms.
  • Resolve discrepancies and due outs.
  • Process express checkouts.
  • Walk guests in oversold situations.
  • Conduct hotel inspection tours.
  • Monitor entrance and bell staff.
  • Supervise registration, including spot checking procedures, assisting during busy periods, and anticipating critical situations.
  • Resolve disputed guest charges.
  • File daily reports.
  • Handle undesireable visitors.
  • Register property guests with an emphasis on fulfilling requests, following special handling instructions, and adhering to established credit policies and procedures.
  • Select and block rooms for arriving guests; pre-register individuals or groups, as required; and assist in escorting VIPs and return guests to their rooms, as requested.
  • Ensure all guest information is accurate and maintained in an organized manner.
  • Utilize the property management system to run daily reports and block any special requests.
  • Check guests out of the property in accordance with procedures.
  • Make change, cash checks, exchange foreign currency, and post charges/make adjustments to guest accounts.
  • Accept reservations, changes, and cancellations in the absence of reservations staff.
  • Promote room upgrades (upsell) and monitor and control product to meet goals.
  • Reconcile transactions at the end of each shift, cash out, and maintain a balanced bank.
  • Assist individuals and groups with check-in, checkout, and room changes.
  • Maintain positive and professional communication with all staff.
  • Provide recognition to others, including co-workers, supervisors, managers, and directors.
  • Participate in meetings to learn about global programs, new products and procedures, and to discuss areas of opportunities, special events, and other activities.
  • Ensure a healthy and safe work environment for co-workers and guests.
  • Be knowledgeable of property facilities, services, hours of operation, in-house events, conferences, and amenities to proactively assist guests.
  • Promote property outlets to guests.
  • Assist guests in finding locations within the property by escorting, when possible, or giving clear directions.
  • Resolve guest complaints using property procedures.
  • Create a positive environment in which all employees have the ability to maximize their potential.
  • Listen to comments, criticisms, and feedback from guests, employees, and managers to gain an understanding of strength and opportunity to improve personal/property performance.
  • Work as a team, helping all employees to complete the required activities that ensure we deliver Amplified Service.




  • 3+ years’ experience in front office.
  • 2+ years of post-secondary education or an equivalent combination of education and experience that provides knowledge, skills, and ability sufficient to successfully perform the duties of the position.



  • High energy with effective and influential people skills. Positive attitude and the desire to motivate others.
  • Ability to prioritize and work on several projects simultaneously should pose a challenge without being overwhelming.
  • Ability to comprehend and use technical or professional language, either written or spoken, to communicate complex ideas.
  • Ability to effectively present information in one-on-one and small group situations to customers, clients, and employees of the organization.
  • Strong command of software applications, especially Microsoft Office (Word, Excel, PowerPoint) and hotel-specific platforms (MICROS Opera, Sabre/SYNXIS, Delphi, SUN, etc.).
  • Ability to effectively deal with internal and external customers and staff, some of whom will require high levels of patience, tact, and diplomacy.
  • Fluency in English: additional languages preferred.


  • Competitive salary
  • Positive, young dynamic team
  • Unique working environment in a brand new hotel
  • Global Hard Rock discounts to café, hotel and casino


If you are interested in the position, please apply with your CV.