Role Overview
As Front Office Supervisor at The Johnstown Estate, you will play a key role in overseeing the seamless delivery of guest services across all daytime and evening operations, from 7:00am to 11:30pm. You will supervise the Front Office team across various shifts, ensuring smooth check-ins and check-outs, guest satisfaction, and operational efficiency throughout the day.
This position requires a proactive, hands-on approach with a strong presence at the Front Desk, supporting both team members and guests during peak periods and quieter times. You will coordinate with other departments to ensure service continuity and help drive a culture of excellence and accountability across the front-facing areas of the hotel.
Key Responsibilities
- Supervise Front Office operations across full-day shifts (7:00am-11:30pm), ensuring consistency, efficiency, and exceptional guest service at all times.
- Support morning arrivals and departures, midday guest queries, and evening check-ins with equal focus and attention to detail.
- Act as the primary point of contact during operational hours, resolving guest issues and providing support to Reception, Concierge, and other relevant teams.
- Ensure timely and smooth handovers between morning, afternoon, and night shifts.
- Coordinate with the Night Manager to ensure service continuity and follow-up on any late-night operational or guest matters.
- Monitor VIP and repeat guest arrivals, ensuring recognition and special requests are delivered.
- Train and mentor team members on daily responsibilities, guest service standards, and systems usage.
- Assist with shift scheduling, rotas, and ensuring adequate cover during busy periods.
- Ensure Opera PMS is used efficiently and accurately across all team members.
- Work cross-functionally with Housekeeping, Food & Beverage, Events and other departments to ensure seamless guest experiences.
- Monitor lobby and reception areas for cleanliness, ambiance, and readiness throughout the day.
- Maintain compliance with all fire safety, security, and operational standards.
- Support the Front Office Manager with reporting, feedback collection, and continuous process improvements.
Key Competencies
Leadership & Accountability
- Lead by example, motivating and guiding the team during all operational hours.
- Demonstrate a sense of ownership, initiative, and ability to drive team performance.
Guest Experience Focus
- Provide a consistently warm and professional service, tailored to each guest's needs.
- Ensure that service delivery aligns with the values and standards of The Johnstown Estate.
Problem Solving & Decision Making
- Resolve guest and operational issues promptly and effectively.
- Make informed decisions during high-pressure situations across shifts.
Team Collaboration & Communication
- Facilitate daily team briefings and promote open communication across all shifts.
- Support a positive and respectful workplace culture.
Attention to Detail
- Oversee daily checklists, handovers, and reporting with precision.
- Maintain high standards of presentation and process compliance.
Requirements for the Role
- Minimum 1 year of supervisory experience in a 4*+ hotel with 100+ rooms.
- Opera PMS experience preferred; confident in systems and reporting.
- Ability to lead and support across a full-day shift structure (7:00am - 11:30pm), on a rostered basis.
- Strong communication skills in English; additional language(s) a plus.
- Proven ability to handle guest challenges professionally and constructively.
- A collaborative and flexible team player, willing to adapt to the needs of the day.
- Working knowledge of safety, emergency, and complaint handling procedures.