Front office and Guest relations supervisor

We are looking for an experienced and motivated Front office and Guest relations supervisor for our FO daily operations and deliver an exceptional guest experience.

Key Responsibilities

• Experience with Opera Cloud is a must, Ensure correct use of PMS and accurate guest information and overall daily operations.
• Supervise daily Front Office operations, including check-in, check-out, reservations, billing, and guest requests
• Ensure all reception procedures are followed accurately and efficiently
• Monitor room allocation, VIP arrivals, special requests, and room readiness
• Coordinate with Housekeeping, Maintenance, Food & Beverage, and other departments to ensure smooth operations
• Monitor shift handovers and ensure all pending matters are communicated clearly
• Welcome guests professionally and maintain a visible presence in the hotel’s public areas
• Build positive relationships with guests and ensure their needs are addressed promptly
• Handle guest complaints, service recovery, and special requests in a professional and timely manner
• Follow up with guests to ensure issues have been resolved and satisfaction has been restored
• Pay particular attention to VIP guests, loyalty programme members, repeat guests, and guests celebrating special occasions
• Monitor online guest reviews and feedback, identify recurring issues, and recommend improvements
• Encourage the team to deliver personalised service and exceed guest expectations

Join Mercure Hotel and be part of a team committed to creating memorable guest experiences