Front Office Supervisor

Key Responsibilities:

Guest Service & Operations

• Supervise daily front desk activities including check-ins, check-outs, guest inquiries, and billing.

• Ensure all guests are greeted warmly and handled professionally throughout their stay.

• Handle VIP, repeat, and special-request guests with personal attention.

• Resolve guest complaints promptly, maintaining a positive brand image.

• Oversee daily room allocations, arrivals, and departures to ensure smooth operations.

Team Leadership & Training

• Supervise, guide, and motivate the front office team (receptionists, GROs, bellboys, etc.).

• Conduct regular briefings and assign tasks or duty rosters.

• Train staff in upselling, guest handling, and brand communication.

• Ensure grooming standards, uniform policy, and service etiquette are consistently maintained.

Administrative & Reporting

• Monitor front office cash handling, billing accuracy, and credit procedures.

• Maintain guest records and ensure data accuracy in the PMS.

• Prepare and submit daily reports (occupancy, arrivals, departures, room revenue, etc.).

• Coordinate with housekeeping and maintenance for room readiness and issue resolution.

• Support management in implementing policies, SOPs, and service improvements.

Sales & Brand Support

• Encourage upselling of room categories, excursions, spa treatments, and dining experiences.

• Monitor online reviews and encourage the team to drive positive feedback.

• Assist in managing guest loyalty programs and repeat guest engagement.

Requirements:

• Diploma or degree in Hospitality / Hotel Management.

• Minimum 2–3 years of experience in front office operations; at least 1 year in a supervisory role.

• Strong communication, leadership, and problem-solving skills.

• Proficient in hotel PMS (e.g., Exely, Opera, Cloudbeds, etc.).

• Fluent in English; additional languages are an advantage.

• Professional appearance and calm under pressure.

Performance Indicators:

• Guest satisfaction and online review ratings.

• Accuracy of reports and billing.

• Staff performance and teamwork.

• Efficiency in handling check-in/check-out and complaint resolution.