FRONT DESK SUPERVISOR (HOSPITALITY) AT ROSEANN GOLD HOTEL & RESORT | FRONT DESK SUPERVISOR JOBS IN ABUJA

About Company:

Roseann Gold Hotel & Resort Limited is a boutique hospitality brand in Abuja offering premium accommodation and guest experiences for corporate, leisure, and long-stay clients. The hotel is focused on service quality, operational discipline, and sustainable revenue growth.

Job Description:

We are looking for a tech-savvy and leadership-driven Front Desk Supervisor to anchor our hotel’s daily operations. Reporting directly to the General Manager, you will be the primary engine driving guest satisfaction, room revenue, and operational data integrity. This role requires more than just a hospitable demeanor; it demands a professional with advanced computer literacy who can master Hotel PMS systems, generate analytical Excel reports, and communicate with corporate partners via professional email. You will lead a high-performing team of Front Desk Officers, ensuring that the "first impression" of our brand is consistently world-class.

Requirements:

1. Operational Leadership & Guest Experience

• The Guest Journey: Oversee the end-to-end guest experience, from seamless check-ins and VIP arrivals to efficient check-outs and complaint resolution.

• Team Command: Supervise Front Desk Officers across all shifts, ensuring rigorous shift handovers, attendance tracking, and enforcement of service standards.

• Crisis & Resolution: Act as the primary escalation point for guest issues, resolving conflicts with poise while turning complaints into loyalty opportunities.

2. Systems, Data & Financial Integrity

• PMS Mastery: Own the daily usage of the Hotel Property Management System (PMS) for reservations, billing, and room inventory management.

• Analytical Reporting: Utilize Microsoft Excel to prepare daily and weekly occupancy, arrival/departure, and revenue summary reports for management.

• Professional Communication: Manage internal and external correspondence through high-level professional email etiquette with Accounting, Management, and corporate partners.

• Audit Support: Collaborate with the Accounting department to ensure 100% accuracy in guest billing, revenue reconciliation, and financial documentation.

3. Revenue Growth & Interdepartmental Synergy

• Revenue Support: Proactively drive upselling initiatives (room upgrades, late check-outs, and add-on sales) and track team performance against sales targets.

• Operational Coordination: Liaise directly with Housekeeping for room readiness, Maintenance for rapid repair cycles, and Sales for corporate/group booking logistics.

• Performance Culture: Conduct monthly performance reviews to foster a culture of accountability and continuous service improvement.

Qualifications and Skills:

Professional Background

• Experience: 2–4 years in hotel front office operations, with prior supervisory or senior experience being a distinct advantage.

• Technical Mandate: Strong, demonstrable proficiency in Hotel PMS, Microsoft Excel, and Professional Email (this is non-negotiable).

• Availability: Must be willing to work flexible shifts, including weekends and public holidays.

Core Competencies

• Leadership: Ability to train, mentor, and guide a diverse front-desk team.

• Communication: Exceptional verbal and written skills for high-level stakeholder interaction.

• Problem-Solving: A methodical approach to resolving operational bottlenecks and guest grievances.

Salary

Application Closing Date: Not specified

Application Instructions:

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