Front Office Supervisor

Achieve at least 95% guest satisfaction scores in check-in and check-out services. Maintain 100% accuracy in billing, posting, and cash handling processes. Ensure front desk readiness and presentation standards are met before each shift. Resolve guest inquiries or complaints within 15 minutes of notification. Ensure compliance with Catalonia brand standards and guest service SOPs. Train, supervise, and evaluate team performance for continuous improvement. Monitor occupancy forecasts and prepare accurate daily and monthly reports. Promote up-selling of rooms and services to maximize revenue (target 10% of monthly front office sales). Collaborate with housekeeping and maintenance for room readiness and guest satisfaction. Ensure proper handling and privacy of guest data in line with hotel policy and data protection standards. Conduct shift handovers with zero discrepancies in records or reports. Ensure OSHA, fire safety, and emergency response standards are observed in the front office area.