Catering and hospitality
Hospitality supervisor - Front Office Supervisor
Supervising staff and activities within hospitality businesses including bars, cafes, conference centres, restaurants and hotels.
Summary
Hospitality supervisors work across a wide variety of businesses including bars, restaurants, cafés, conference centres, banqueting venues, hotels or contract caterers. They provide vital support to management teams and are capable of independently supervising hospitality services and running shifts. They typically work under pressure delivering fantastic customer service and motivating a team is essential to their role. The majority of supervisors’ skills and knowledge are the same but supervisors may specialise in specific functions or work across a variety of functions which reflect the multi-functional nature of the industry.
Knowledge, skills and behaviours (KSBs)
K1:
Understand own role in motivating the team to work according to the business vision and values and to achieve business targets, always focussing on the importance of providing the best service for customers
K2:
Understand the financial operations of hospitality businesses and know how to source and use financial information relating to own area of work
K3:
Understand how own business area interacts with others and the organisation as a whole
K4:
Know the standard business operating procedures
K5:
Understand how to identify, plan for and minimise risks to the business and service
K6:
Understand how a variety of technologies support the delivery of hospitality products and services
K7:
Understand how to effectively organise and coordinate a team to provide required levels of service to meet customer demand
K8:
Understand how to work with hospitality team members to achieve targets and support business objectives
K9:
Know how to select the best methods of communication to motivate and support team members in a hospitality environment
K10:
Identify the knowledge and skills required of hospitality teams; know how own team fits within the wider business and how to maximise team members’ potential to drive the best results for the business
K11:
Understand the importance of customer profiles, how to build them and understand how this enables the business to meet their needs profitably and in line with business / brand standards
K12:
Know the marketing and sales activities of the business and how to support them to achieve the desired outcome
K13:
Understand the requirements of the product and brand standards of the business
K14:
Identify the different leadership styles and supervisory management skills which are effective in hospitality businesses
K15:
Understand how to work fairly with individuals that have diverse needs
K25:
Understand how to implement, and the importance of, check-in, check-out and reservation procedures to ensure they are efficient and reliable for customers
K26:
Identify the standards of personal presentation, recognise their importance to positive customer first impression and know how to ensure team uphold them
K27:
Know how to source information, keep up to date with and brief team on customer requirements; understand how to implement and the importance of procedures to maintain customer confidentiality in line with legislation and business requirements
Technical Educational Products
- ST0230: Hospitality supervisor - Front Office Supervisor (Level 3) Approved for delivery
- Reference:
- OCC0230E
- Status:
Approved occupation
- Average (median) salary:
- £31,344 per year
- SOC 2020 code:
- 7220 Customer service supervisors
- SOC 2020 sub unit groups:
- 7220/00 Customer service supervisors
- 4142/00 Office supervisors
S1:
Contribute to and monitor operational procedures, working practices and team performance and make recommendations for business improvements
S2:
Operate within budget, exercising strict resource control and minimising wastage, using appropriate techniques to manage and control costs
S3:
Supervise the delivery of a quality service that supports the department in achieving overall business objectives
S4:
Monitor the team to ensure they follow processes and procedures in line with business / brand standards at all times
S5:
Identify and isolate matters of concern, establish the cause and intervene accordingly to minimise disruption to the service and risk to people
S6:
Use available technology effectively in all work activities and performance
S7:
Plan, resource and organise the team to meet expected levels of customer demand within business constraints
S8:
Set realistic but challenging objectives with the team and work continuously to accomplish the best results
S9:
Demonstrate effective methods of communication that achieve the desired results, taking action to correct poor communication within the team
S10:
Actively support team members to maximise potential in their role and identify opportunities for development
S11:
Coordinate the team to deliver to customers according to their needs in line with business / brand standards, enhancing their experience where appropriate
S12:
Implement sales and marketing strategies in own area, ensuring team are fully supported to deliver them. Make suggestions for future sales and marketing activities within area of responsibility
S13:
Implement sales and marketing strategies in own area, ensuring team are fully supported to deliver them. Make suggestions for future sales and marketing activities within area of responsibility
S14:
Use leadership styles and supervisory management skills appropriate to the business and situation
S15:
Ensure team members are aware of and follow policy relating to diversity
S26:
Coordinate efficient check-in, check-out and the reservation procedures if applicable in own role
S27:
Motivate the team to present a professional image at all times as the first point of call for most customers
S28:
Coordinate customer requirements , providing accurate information and maintaining customer confidentiality at all times
Technical Educational Products
- ST0230: Hospitality supervisor - Front Office Supervisor (Level 3) Approved for delivery
- Reference:
- OCC0230E
- Status:
- Approved occupation
- Average (median) salary:
- £31,344 per year
- SOC 2020 code:
- 7220 Customer service supervisors
- SOC 2020 sub unit groups:
- 7220/00 Customer service supervisors
- 4142/00 Office supervisors
B1:
Demonstrate a personal drive to achieve the business values, vision and objectives
B2:
Operate astutely and credibly on all matters that affect business finance
B3:
Operate with a quality focus to achieve the best for the business
B4:
Positively support the benefits of working within standard business operating procedures
B5:
Be solution focussed and remain calm under pressure, adopting a constructive attitude to dealing with problems and driving a positive outcome
B6:
Champion the responsible use of technology
B7:
Contribute to the review process, being aware of the individual needs of the team
B8:
Encourage team to demonstrate personal pride in their role through a consistently positive and professional approach
B9:
Strive to continuously improve the effectiveness of personal communications
B10:
Encourage team members to see the importance of their role within the wider business and opportunities for development
B11:
Proactively encourage a customer centric culture
B12:
Be proactive in supporting sales and marketing activities
B13:
Demonstrate a belief in the brand and product the business offers
B14:
Lead by example to maximise performance
B15:
Act as a role model operating in an empathic, fair and consistent professional manner
B20:
Demonstrate consistently high standards of personal presentation
Technical Educational Products
- ST0230: Hospitality supervisor - Front Office Supervisor (Level 3) Approved for delivery
- Reference:
- OCC0230E
- Status:
- Approved occupation
- Average (median) salary:
- £31,344 per year
- SOC 2020 code:
- 7220 Customer service supervisors
- SOC 2020 sub unit groups:
- 7220/00 Customer service supervisors
- 4142/00 Office supervisors
