Front Office Supervisor

About Us
Generator is a global lifestyle brand offering fresh and socially engaging accommodation and hospitality venues. Our vision is to become the world’s leading experience and design-led hostel brand. We aim to achieve this by offering a host of soulful social spaces, cultural events and a creative programme that inspires guests and locals alike, all while providing affordable and safe accommodation in the centre of the city.

About You
BEING YOURSELF is the key to bringing the Generator story and brand to life. Be a part of Europe’s fastest moving, ground breaking, hostel brand.

Key responsibilities of Front Office Supervisor:

Customer Service
Your responsibilities include:
  • To adhere to customer service standards as per training from your Managers and to continue to maintain all standards as specified in your Standard Operating Procedures Handbook and Foundation Skills Training.
  • To provide excellent customer service and to exceed guest expectations.  First impressions count and the customer service of the Front Office Team can put an excellent positive impression in someone’s mind and can lead to word of mouth business.
  • To provide excellent customer service by training all Reception staff to respond quickly and efficiently to all guests enquires.  It is vitally important that all guests are treated with the utmost respect and courtesy.  Build a rapour with our guests, making them feel valued and exceeding their expectations by doing that little bit extra to help them, leaving a lasting impression in their minds.
  • To respond to all customer issues/complaints in a caring and empathetic manner.  Listen and show you care by giving your undivided attention and handle any issues/complaints immediately, within your authorisations.  Find the right solution for each guest and earn their trust by following through.  Inform your Manager of these issues and how you dealt with them.
  • To provide assistance with answering telephone enquiries and taking telephone reservations as required by business demands and at your Manager’s discretion.
  • To take Walk in Reservations and Stay over Reservations in line with the guidelines set out in the Daily Briefing between Revenue Executive/Supervisor and your Manager/Supervisor.
  • To ensure the standards of work expected are being achieved, thereby maximising sales, revenue and customer satisfaction, measurable by internal and external guest ratings.
Staff/Training
Your responsibilities include:
  • To train to a high standard all Reception staff on company policies/fire training and health and safety.
  • To train new and existing staff on all Reception Functions in line with the Standard Operating Procedures Handbook and the Training Schedule issued by your Manager.
  • To continually monitor staff customer service standards and ensure that staff are providing correct and up to date information to guests and customer service standards are being maintained.  Follow up with any staff on the spot any areas that need improving/wrong information provided and ensure this is rectified immediately.
  • To ensure staff are re-trained where necessary, particularly if new policies or ideas are introduced. 
  • To keep good discipline within the team, whilst ensuring everyone gets fairly treated. To liaise with your managers so they can discipline staff when appropriate and to keep this consistent within the department. Ensure that you do follow up on staff that has made mistakes to ensure these do not continue to happen.
 Specific Tasks:
  • Oversee Reception, and to always be available to assist when required with Check-ins/general enquiries, as this is the most important aspect of your position.
  • A supervisor check list MUST be completed every day and given to your manager.
  • Ensure that Reception Staff are completing their check lists every day. Let you Manager know if this is not being done.
  • You will be in charge of ordering stationary for all departments within the hostel except for Human Resources. Orders for stationary are to be emailed to you every Monday for ordering every Wednesday.  You are required to check that all items in Front Office are kept well stocked.
  • You will be responsible for Commissions due by 4th of each month, overseen by your Manager.
  • Whilst on shift your will be responsible for the safe and issuing staff floats and change.  You are to keep the safe key with you at all times.  In case of any discrepancies please sort them out and inform your manager.
  • Whilst on shift your are also responsible for the black box and issuing of petty cash in line with company procedure.
  • To ensure there is sufficient change and ordering as required, especially before the weekend.
  • If you are working the afternoon shift you will be responsible for allocating rooms for the next day’s arrivals.  If for any reason you are unable to allocate rooms please ensure you inform the Night Supervisor.
  • In the absence of the Revenue Manager/Supervisor you are responsible for the check in of any group arrivals.  You will be fully briefed prior to their arrival by your Manager/Revenue Manager/Supervisor.
  • Monitor staff grooming standards and punctuality and inform manager of any issues.
  • To assist the Front Office Manager in the overall operation of the Front Office duties and assume responsibility in their absence.
This is not intended as an exhaustive list of duties. Other duties as may be reasonably required will form part of this job description.

Our Key Benefits Include:
  • Birthday holiday in addition to your yearly holiday allocation
  • Employee Bounty Program providing opportunities to earn up to €1,000 for new hire referrals with no cap on number of referrals made 
  • Company contribution towards gym membership fees for all eligible employees 
  • 2 free nights’ accommodation across any hostels (subject to availability)
  • Reduced room rates for staff as well as friends and family members
  • Social events and celebrations calendar
  • Various employee recognition schemes
Join Us and help us achieve our Vision!