Front Office Supervisor Lead Guest Experience

OASIS Group; Dublin; Hybrid; EUR 32,000 - 42,000; Full time

Benefits offered by this job

Competitive salary

Flexible working

Training & progression

Staff discounts

Employee Assistance Programme

On-site gym access

Free onsite parking

Work/Life balance

Professional development

Job summary

The Grand Hotel Malahide is seeking an Experienced Hotel Reception Supervisor to lead the Front Office team and ensure a smooth, welcoming guest experience.

You will supervise daily operations, mentor reception staff, handle guest requests and queries, manage check-ins/check-outs and collaborate with housekeeping, reservations and F&B to maintain high standards. Flexible availability including evenings and weekends is required, with a commitment to professional service and GDPR compliance.

Qualifications

• Previous experience in a hotel Reception/Front Office role is essential.
• Previous supervisory experience within a hotel environment is highly desirable.
• Strong knowledge of Front Office and hotel operations.
• Excellent communication and interpersonal skills.
• Strong leadership and team-management abilities.
• Excellent customer service skills with a genuine passion for hospitality.
• Confident dealing with guest complaints and challenging situations.
• Excellent organisational and problem-solving skills.
• Good attention to detail and ability to work under pressure.
• Experience using hotel PMS systems and general computer systems.
• Strong cash-handling and administrative skills.

Responsibilities

• Supervise and support the Reception team during daily operations.
• Lead by example and ensure a warm, professional and welcoming service is provided to all guests.
• Assist with guest check-ins and check-outs, ensuring the process is efficient and accurate.
• Handle guest queries, requests and complaints professionally and ensure appropriate follow-up.
• Support the team with reservations, room allocations, amendments and cancellations.
• Monitor daily arrivals and departures, VIP guests and special requests.
• Ensure all guest accounts, payments and cash-handling procedures are completed accurately.
• Liaise with Housekeeping, Reservations, Food & Beverage, Maintenance and other departments to ensure smooth hotel operations.
• Complete and communicate shift handovers effectively.
• Ensure Reception procedures, hotel standards and company policies are consistently followed.
• Assist with training, coaching and onboarding of new Reception team members.
• Support the Front Office Manager with staff performance and development.
• Monitor the presentation of the Reception area and ensure it is maintained to a high standard.
• Promote hotel facilities, services and local attractions to guests.
• Identify opportunities to maximise revenue through upgrades and additional hotel services.
• Deal with operational issues promptly and elevate matters to management when required.
• Assist with opening and closing procedures.
• Ensure all health and safety, security and GDPR procedures are followed.
• Complete relevant reports and administrative duties accurately.
• Support the Front Office Manager and Management team with daily operational requirements.
• Carry out any other reasonable duties required to support the successful operation of the hotel.

Skills

Leadership

People Management

Problem Solving Skills

Communication & Interpersonal Skills

Organisational skills

Job description

The Grand Hotel Malahide is seeking an Experienced Hotel Reception Supervisor to lead the Front Office team and ensure a smooth, welcoming guest experience.

You will supervise daily operations, mentor reception staff, handle guest requests and queries, manage check-ins/check-outs and collaborate with housekeeping, reservations and F&B to maintain high standards. Flexible availability including evenings and weekends is required, with a commitment to professional service and GDPR compliance.