Benefits:

Bonus based on performance

Employee discounts

Paid time off

Training & development

Job Summary

The Front Office Supervisor is responsible for supervising front desk staff, maintaining high standards of customer service, resolving guest concerns, and ensuring the efficient operation of the hotel's reception area. This role helps create a positive guest experience while supporting the Front Office Manager in achieving operational goals.

Key Responsibilities

Supervise the daily operations of the front desk and reception team.

Welcome guests and ensure efficient check-in and check-out processes.

Handle guest inquiries, complaints, and special requests professionally.

Train, mentor, and evaluate front office staff.

Prepare work schedules and assign daily duties.

Ensure compliance with hotel policies, procedures, and service standards.

Monitor room availability, reservations, and occupancy levels.

Coordinate with housekeeping, maintenance, and other departments to ensure guest satisfaction.

Manage cash handling, billing, and payment procedures accurately.

Prepare daily reports, shift handover notes, and operational records.

Assist with VIP arrivals, group check-ins, and special events.

Maintain a clean, organized, and welcoming front desk environment.

Ensure adherence to health, safety, and security regulations.

Qualifications

Diploma or Bachelor's degree in Hospitality Management, Tourism, Business Administration, or a related field.

2–4 years of experience in hotel front office operations, with at least 1 year in a supervisory role preferred.

Experience using hotel property management systems (PMS), such as Opera or similar software, is an advantage.

Skills and Competencies

Excellent customer service and interpersonal skills.

Strong leadership and team management abilities.

Effective communication in English; additional languages are a plus.

Problem-solving and conflict-resolution skills.

Ability to work under pressure and manage multiple tasks.

Good organizational and time-management skills.

Proficiency in Microsoft Office and hotel management software.

Attention to detail and a professional appearance.

Working Conditions

Flexible to work rotating shifts, including weekends and public holidays.

Standing for extended periods may be required.

Fast-paced hospitality environment with direct guest interaction.

This job description can be adapted for hotels ranging from budget properties to luxury resorts, with specific responsibilities adjusted to the hotel's size and service standards.