Front Office Supervisor

Fairmont Hotels & Resorts; Fatih; On-site; TRY 240,000 - 320,000; Full time

Job summary

The Grand Tarabya Managed by Accor in Istanbul, Türkiye, seeks a Front Office Supervisor to lead the front office team, ensuring exceptional guest experiences while maintaining operational excellence.

You will balance guest satisfaction with accurate billing, training staff, and collaborating with all hotel departments to deliver high standards of service.

Qualifications

• Minimum 2 years guest services experience, incl. 1 year in front office/supervisory role.
• Strong knowledge of Property Management Systems (PMS).
• Excellent English written and spoken communication.
• Ability to lead, train, and develop staff.

Responsibilities

• Lead, train, and motivate front office staff to deliver exceptional guest service.
• Oversee check-ins, check-outs, and billing accuracy.
• Audit room rates, taxes, and group billing.
• Coordinate with other departments for seamless operations.

Skills

Guest services leadership

Team training

Customer service

English communication

Billing accuracy

Multi-tasking under pressure

PMS software

Microsoft Word

Excel

PowerPoint

Tools

PMS software

Microsoft Word

Excel

PowerPoint

Job description

As soon as you step inside The Grand Tarabya Managed by Accor, which holds a very special place in Istanbul's history, you will feel the charm of a 100-years-old past, the highest architectural and aesthetic standards, and the splendor inspired by the sparkle of the Bosphorus. From the 4.500 square meter spa area to the panoramic Bosphorus view of 29 residences and 248 rooms, from the magnificent 1.280 square meter ballroom to the restaurants and bars offering an unforgettable gastronomic adventure, The Grand Tarabya Managed by Accor, combines care, elegance, and comfort in every detail. With its doors opening to the Bosphorus, The Grand Tarabya Managed by Accor, will forever hold its place in your memory.

Job Description

We are seeking an enthusiastic and detail-oriented Front Office Supervisor to join our dynamic hospitality team in Istanbul, Türkiye. In this pivotal role, you will lead and inspire your front office team to deliver exceptional guest experiences while maintaining operational excellence. As Front Office Supervisor, you will combine your passion for customer service with strong leadership capabilities to ensure every guest interaction reflects our commitment to quality and professionalism. You will be the backbone of our front office operations, balancing guest satisfaction with efficient administrative procedures and team development.

• Lead, train, and motivate front office team members to support exceptional guest service delivery and foster a collaborative work environment
• Provide engaging, professional, and friendly service to guests, turning their visits into memorable experiences
• Handle guest inquiries and complaints with empathy and decisiveness, ensuring appropriate resolution and follow-up actions
• Oversee front office operations including room assignments, guest check-ins, check-outs, and billing accuracy
• Manage and balance all room charges, including ancillary services (food and beverage, spa, concierge, and other departments)
• Audit and post room rates and taxes accurately, ensuring all guest billing is correct for groups, tours, and individual guests
• Process and reconcile front office credit card transactions with precision and attention to detail
• Perform end-of-day duties for the property management system and point-of-sales systems
• Maintain comprehensive knowledge of all groups and events in-house, effectively communicating relevant information to staff
• Ensure adherence to all hotel policies, procedures, and service standards while promoting a culture of continuous improvement
• Support company initiatives including guest satisfaction surveys, loyalty programs, and quality assurance standards
• Maintain full understanding of emergency procedures and safety protocols, including fire safety procedures
• Collaborate with all hotel departments to ensure seamless operations and guest satisfaction
• Work independently and prioritize responsibilities effectively while managing multiple tasks simultaneously
• Demonstrate flexibility and resilience when handling high-pressure situations and unexpected challenges

Qualifications

• Minimum 2 years of proven guest services experience, with at least 1 year in a front office or supervisory capacity
• Strong knowledge of Property Management Systems (PMS) and hotel operations software
• Excellent written and verbal communication skills in English, with the ability to interact professionally with diverse guests and team members
• Demonstrated leadership and team training experience with the ability to motivate and develop staff
• Exceptional interpersonal skills with a customer-focused mindset and genuine empathy for guest needs
• Highly organized and detail-oriented with strong analytical abilities for financial reconciliation and billing accuracy
• Proficient in computer applications including Microsoft Word, Excel, and PowerPoint in a Windows environment
• Ability to multitask effectively, prioritize responsibilities, and work well under pressure in a fast-paced environment
• Strong problem-solving and conflict resolution skills with a decisive approach to challenges
• Knowledge of hotel billing procedures, cash handling, and financial accuracy standards
• Familiarity with hotel loyalty programs and guest management systems (preferred)
• Flexibility to work various shifts, including evenings, weekends, and holidays as required by operational needs
• Commitment to maintaining the highest standards of professionalism, integrity, and transparency in all interactions
• Ability to work independently while remaining collaborative and inclusive with team members
• Turkish language proficiency (preferred)
• Experience working in multicultural hospitality environments (preferred)