Front Office Supervisor

The Front Office Supervisor oversees daily Front Office operations to ensure smooth check-in/check-out processes, excellent guest service, and consistent brand standards. The role supports the Front Office Manager and assists in leading, training, and motivating the Front Desk team.

Key Responsibilities:

Guest Service & Operations

• Supervise daily front desk operations, including arrivals, departures, and room assignments.

• Ensure all guests receive a warm welcome and efficient service during check-in and check-out.

• Handle guest complaints, requests, and special needs promptly and professionally.

• Monitor lobby activity to ensure cleanliness, order, and guest engagement.

• Support VIP arrivals and ensure personalized service.

Team Leadership & Training

• Guide and support the Front Desk Agents in delivering consistent service.

• Train team members on systems, procedures, upselling, and service standards.

• Conduct shift briefings and communicate daily updates to the team.

• Assist in preparing duty rosters and managing staffing levels based on business needs.

Financial & Administrative Responsibilities

• Ensure accurate cashiering, billing, and payment procedures.

• Monitor room revenue opportunities through upselling and room allocation.

• Prepare daily reports, handover notes, and assist in audits when required.

• Ensure compliance with hotel policies, safety procedures, and brand standards.

Coordination & Communication

• Work closely with Housekeeping, Engineering, and other departments to ensure smooth operations.

• Assist with overbookings, room blocks, and special events coordination.

• Maintain high communication standards within the team and with other departments.

Qualifications & Skills:

• Previous experience in Front Office, preferably in a supervisory role.

• Strong communication and interpersonal skills.

• Knowledge of PMS (Opera/Cloud or similar).

• Leadership skills with the ability to motivate and coach a team.

• Problem-solving skills and ability to handle pressure.

• Excellent grooming and professional appearance.