Hotel Service Supervisor

Key Responsibilities

Staff Supervision and Coordination

• Supervise and coordinate the daily activities of front office staff, housekeeping
  staff, luggage porters, and other hotel service employees.
• Determine daily staffing requirements and allocate duties according to
  operational needs and occupancy levels.
• Prepare and maintain employee rosters, attendance records, and shift
  schedules.
• Monitor staff performance and provide coaching, guidance, and on-the-job
  training.
• Assist with the recruitment, induction, and performance management of hotel
  service employees.

Hotel Operations

• Coordinate hotel service activities with the Hotel Manager and other departments
  to ensure smooth day-to-day operations.
• Oversee front office, reception, housekeeping, and guest service functions to
  ensure service standards are consistently achieved.
• Conduct regular inspections of guest rooms, public areas, and hotel facilities to
  ensure cleanliness and presentation standards are maintained.
• Monitor room readiness and coordinate with housekeeping to maximise room
  availability.
• Recommend operational improvements to enhance efficiency, productivity, and
  guest satisfaction.

Guest Services

• Deliver professional customer service and ensure guests receive a welcoming
  and enjoyable experience.
• Assist with front office duties, including guest check-in, check-out, reservations,
  and enquiries when required.
• Resolve guest complaints promptly and professionally, escalating complex
  matters where appropriate.
• Ensure guest requests are handled efficiently and in accordance with hotel
  policies.

Administration

• Maintain operational records, attendance records, and departmental
  documentation.
• Prepare reports relating to staffing, occupancy, and hotel operations.
• Monitor inventory levels for housekeeping and guest service supplies.
• Assist with cash handling and reconciliation procedures where required.

Workplace Health and Safety

• Explain and enforce workplace health and safety policies and procedures.
• Ensure compliance with the Health and Safety at Work Act 2015 and hotel
  operating procedures.
• Identify hazards, report incidents, and implement corrective actions where
  necessary.
• Promote safe work practices among all hotel service staff.

Staff Relations

• Liaise with management regarding operational requirements and staffing needs.
• Communicate effectively with employees to resolve workplace issues and
  grievances.
• Foster a positive team environment focused on service excellence and
  continuous improvement.

Qualification

• At least two (2) years of relevant administrative or hospitality or supervisory experience, OR Relevant Level 4 qualification, OR Any Bachelor’s Degree may be accepted

Personal Attributes

• Excellent customer service and communication skills.
• Ability to coordinate multiple operational activities in a fast-paced environment.
• Competent computer skills, including hotel property management systems and
  Microsoft Office.
• Flexibility to work rotating shifts, weekends, and public holidays.
• Strong leadership and supervisory capability.
• Professional presentation and communication.
• Excellent problem-solving and decision-making skills.
• High attention to detail.
• Customer-focused with a commitment to service excellence.
• Reliable, adaptable, and able to work under pressure.

Physical Requirements

• Ability to stand and walk for extended periods.
• Ability to assist with guest luggage and hotel supplies when required.
• Ability to work in a physically active hospitality environment.

Key Performance Indicators

• Efficient supervision of hotel service operations.
• High guest satisfaction and positive customer feedback.
• Effective staff scheduling and attendance management.
• Compliance with workplace health and safety requirements.
• High standards of cleanliness, presentation, and operational efficiency.
• Positive staff performance and teamwork.

Guaranteed hours: 30 hours minimum