Introduction
The Room Division Supervisor is the operational heartbeat of the hotel’s Front Office—ensuring flawless guest experiences, leading the front desk team, and maintaining efficiency during every shift. If you’re a hospitality pro who thrives on problem-solving, team mentorship, and delivering five-star service, this role is for you.
Why Join Us?
✔ Leadership Impact – Directly shape guest satisfaction & team success.
✔ Career Growth – A stepping stone to Front Office Manager & beyond.
✔ Dynamic Environment – No two shifts are ever the same!
Key Responsibilities
1. Team Leadership & Supervision
- Supervise Front Desk Agents, Bell Staff, Concierge, and Night Auditors during assigned shifts.
- Assign daily tasks, breaks, and rotations to ensure optimal staffing coverage.
- Conduct pre-shift meetings to brief the team on VIPs, arrivals, and special requests.
- Provide real-time coaching to improve performance and service quality.
- Recognize and reward outstanding employee contributions.
- Address performance issues with constructive feedback and action plans.
- Foster a positive, collaborative team culture.
- Ensure all staff adhere to grooming, uniform, and hygiene standards.
- Assist in recruiting, interviewing, and onboarding new hires.
- Maintain team schedules while minimizing overtime costs.
2. Guest Service Excellence
- Personally handle VIP check-ins/check-outs to ensure flawless service.
- Resolve guest complaints promptly—escalating only when necessary.
- Monitor guest feedback (TripAdvisor, Google, surveys) and report trends.
- Recognize repeat guests and ensure personalized service.
- Oversee special requests (room preferences, amenities, celebrations).
- Ensure the lobby and front desk are always clean, organized, and welcoming.
- Train staff on anticipatory service (e.g., noticing tired guests and expediting check-in).
- Handle language barriers with patience and resourcefulness.
- Manage group arrivals to minimize wait times.
- Follow up on guest incidents to ensure resolution and prevent recurrence.
3. Operational & Administrative Duties
- Oversee room assignments, upgrades, and blocking for efficiency.
- Verify accurate billing and folios before guest check-out.
- Coordinate with Housekeeping to ensure timely room readiness.
- Manage late check-outs, early arrivals, and room moves smoothly.
- Ensure key card systems, PMS, and printers are functioning properly.
- Oversee lost & found procedures with proper documentation.
- Monitor no-shows, cancellations, and walk-ins to optimize occupancy.
- Conduct daily audits of cashier reports and shift logs.
- Maintain inventory of front office supplies (key cards, pens, welcome kits).
- Ensure security protocols for guest privacy and data protection.
4. Financial & Revenue Management
- Train staff on upselling techniques (suites, amenities, packages).
- Monitor ADR, RevPAR, and occupancy reports for accuracy.
- Control petty cash and cashier float with strict accountability.
- Identify billing discrepancies and correct them before check-out.
- Report potential revenue leaks (missed charges, comps, discounts).
5. Crisis Management & Problem-Solving
- Step in during system failures, overbookings, or emergencies.
- Handle noisy guest situations with diplomacy and firmness.
- Manage medical emergencies by following hotel protocols.
- Resolve payment disputes or declined cards professionally.
- Coordinate with security for suspicious activity or safety concerns.
6. Training & Development
- Conduct role-playing exercises for common guest scenarios.
- Train staff on new software updates (PMS, POS, CRM).
- Identify skill gaps and recommend targeted training.
- Encourage cross-training between front desk, concierge, and night audit.
7. Communication & Interdepartmental Coordination
- Relay critical updates between management and frontline staff.
- Collaborate with Housekeeping to prioritize room cleaning.
- Work with Sales & Events for group arrivals and special setups.
- Communicate maintenance issues (AC, plumbing, Wi-Fi) promptly.
- Ensure smooth shift handovers with detailed pass-on logs.
- Participate in weekly departmental meetings to discuss improvements.
8. Technology & Innovation
- Troubleshoot PMS, key card, and printer malfunctions.
- Suggest efficiency tools (mobile check-in, digital concierge).
- Stay updated on hospitality tech trends to improve operations.
Who You Are:
✔ 2+ years in Front Office (Supervisor, Team Lead, or Senior Agent).
✔ Tech-Proficient – Opera, Fidelio, Microsoft Office, etc.
✔ Guest-Focused – You love making people feel welcome.
✔ Detail-Obsessed – You catch errors before guests do.
✔ Flexible – Able to work mornings, evenings, weekends, holidays.
Why This Role?
✨ Career Growth – Pathway to Assistant FOM, FOM, or Rooms Division Manager.
✨ Impact – Your leadership directly shapes guest loyalty.
✨ Fast-Paced & Rewarding – Every day brings new challenges and wins.
Ready to Lead? Apply Now!
If you’re passionate about hospitality, leadership, and operational excellence, submit your resume today. Let’s create unforgettable guest experiences together!
P.S. Got a great guest service story? Share it in your application—we’d love to hear it!