Front Desk Supervisor

About the role

The Loren Hotel is looking for a Front Desk Supervisor to lead its front desk operations, deliver exceptional guest service and keep the department running smoothly. The role reports to the Front Office Manager and is based in Bermuda.

Key responsibilities

• Oversee daily front desk operations, including guest arrivals, departures and overall guest satisfaction.
• Lead and motivate the Front Desk team to provide personalised service to every guest.
• Act as the first point of contact for guest concerns or complaints that the team cannot resolve.
• Ensure check-in, check-out and registration follow hotel standards.
• Oversee room allocation, special requests and VIP arrangements with Housekeeping and other departments.
• Maintain accurate knowledge of room availability, rates, facilities, local attractions and events.
• Monitor pricing policies, internal audit procedures and cash-handling standards, and support revenue through upselling and revenue monitoring.
• Assist with reservations, including same-day bookings, cancellations and special arrangements.
• Prepare and circulate daily and monthly revenue reports to department heads.
• Supervise guest accounts, invoicing and currency exchange transactions.
• Train and mentor team members on grooming, punctuality and professional conduct.
• Keep the front desk area organised, clean and well-stocked, and act as a link between front and back office.
• Handle emergencies professionally and support management, and take part in recruiting and onboarding new team members.

Required profile

• Minimum of 3 years' experience in front office or guest services, with at least 1 year in a supervisory role.
• Proven leadership skills and the ability to motivate and develop a team.
• Strong problem-solving, conflict resolution, communication and interpersonal skills.
• Experience in a luxury hotel or resort environment preferred.
• Detail-oriented, adaptable under pressure, and able to manage several priorities at once.

Required skills

• Proficiency in Property Management Systems (PMS) and related hotel software.

To apply, candidates apply through the hotel's careers website.