Front Desk Supervisor

Position: Front Office Supervisor

Reports To:  Director of Rooms

Job Summary:
As the Front Office Supervisor at Hard Rock Hotel London, you will oversee daily operations of the guest services team, including Front Desk, Valet, and Bell Services. This role plays a vital part in supporting the Director of Rooms to deliver an exceptional guest experience, optimize room inventory, and uphold Hard Rock’s world-class service standards. You will lead with passion, energy, and enthusiasm, guiding your team in creating authentic and memorable guest interactions from arrival through departure.

Hours of Work: This is a full-time, hourly role with days and hours aligned to business needs, guest demand, and events.

Front Desk Supervisor - Job Description

 Essential Duties & Responsibilities:
Guest Experience & Operations:

- Supervise accurate and efficient Front Desk operations, including check-in/check-out, payment processing, auditing, and reservations.
- Lead the guest experience through direct involvement in guest registration, telephone services, reservations, and night audit functions.
- Handle guest inquiries, complaints, and emergencies with professionalism, empathy, and sound judgment to ensure positive resolutions.
- Monitor guest satisfaction scores, respond promptly to reviews and feedback, and work closely with the Director of Rooms to identify and implement improvements.
- Promote hotel services and facilities, driving revenue through upselling opportunities and proactive guest engagement.

Leadership & Training:

- Guide and coach Front Desk, Bell, and Valet team members to maintain exceptional service standards and Hard Rock brand consistency.
- Support onboarding, training, and coaching of new and existing team members, ensuring knowledge of hotel services, amenities, promotions, and local area.
- Conduct shift handovers, team briefings, and scheduling, ensuring sufficient coverage aligned with occupancy levels.
- Actively mentor team members on loyalty program enrollments (Unity by Hard Rock) and ensure monthly targets are met.

Collaboration & Communication:

- Partner closely with Sales & Marketing, Housekeeping, Engineering, and Food & Beverage to ensure seamless communication and service delivery for all guest needs.
- Coordinate with relevant departments to manage group bookings, promotional packages, VIP guests, and special requests.
- Serve as a key liaison between the Front Office and other departments, ensuring information is shared clearly and efficiently to avoid service gaps.
- Collaborate with the VIP Services team to support loyalty program enrollments (Unity by Hard Rock), recognition of elite members, and personalized service touches.
- Actively participate in daily briefings and/or cross-functional planning sessions, contributing insights and recommendations to enhance the overall guest experience.
- Build strong, positive working relationships across all departments to foster teamwork and ensure consistent delivery of Hard Rock’s service standards.

Compliance & Quality Assurance:

- Ensure compliance with Hard Rock policies, brand standards, and safety procedures.
- Monitor and audit front office processes to ensure accuracy, accountability, and continuous improvement.
- Support reporting and analysis of team performance, booking trends, and revenue opportunities, providing recommendations to the Director of Rooms.

Reporting & Analysis:

- Generate and analyze reports related to booking trends, revenue performance, and team performance.
- Provide insights and recommendations to senior management to improve operational efficiency and guest satisfaction.

**Qualifications**:
**Education**:

- High school diploma or equivalent required. A diploma or degree in Hospitality Management, Business Administration, or a related field is a bonus.

**Experience**:

- 1-2 years in a supervisory position, preferably in a hotel or hospitality setting.

Skills & Abilities:

- Strong understanding of hotel reservation systems (Opera experience an asset).
- Excellent communication, interpersonal, and conflict-resolution skills.
- Ability to multi-task, delegate effectively, and prioritize in a fast-paced environment.
- Guest-focused mindset with proven problem-solving abilities.
- Goal-oriented, with the ability to achieve service and enrollment targets.
- Flexibility to work varied shifts, including evenings, weekends, and holidays.

Physical Requirements:

- Ability to sit, stand, and walk for extended periods.
- Ability to occasionally lift up to 25 lbs (guest luggage, equipment, or supplies).

Working Conditions:
This position requires the ability to work in a fast-paced, high-energy environment. Must be available to work flexible hours, including weekends and holidays.

Hard Rock Hotel London Ontario is an equal opportunity employer committed to fostering a positive and inclusive workplace. All qualified applicants will receive consideration for employment without regard to race, colour, na