🌟 Introduction
You are the operational backbone of our Front Office—ensuring seamless guest experiences while leading a high-performing team. As Front Office Supervisor, you bridge the gap between management and frontline staff, handling everything from VIP check-ins to crisis resolution—all with professionalism and warmth.
Why This Role?
✔ Leadership Impact: Shape guest satisfaction & team success
✔ Career Growth: Step up to Assistant Front Office Manager
✔ Dynamic Environment: No two shifts are ever the same!
📋 Key Responsibilities
👥 Team Leadership & Supervision
- Supervise Front Desk Agents, Bell Staff, and Concierge during shifts
- Conduct pre-shift briefings to communicate VIP arrivals and updates
- Assign tasks and breaks to ensure optimal staffing coverage
- Provide real-time coaching to improve service quality
- Recognize and reward outstanding team performance
- Address performance issues with constructive feedback
- Foster a positive, collaborative team culture
- Ensure staff adhere to grooming, uniform, and hygiene standards
- Assist in training new hires on systems and service standards
- Maintain shift schedules while minimizing overtime costs
💎 Guest Service Excellence
- Personally handle VIP check-ins/check-outs for 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 and welcoming
- Train staff on anticipatory service (e.g., expediting check-ins for tired guests)
- Handle language barriers with patience and resourcefulness
- Manage group arrivals to minimize wait times
- Follow up on resolved guest issues to ensure satisfaction
⚙️ 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
💰 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)
🚨 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
📚 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
📢 Communication & 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
✅ Who You Are
✔ 2+ years in Front Office (Supervisor, Team Lead, or Senior Agent)
✔ Tech-Savvy: Proficient in PMS (Opera, Fidelio), POS, Microsoft Office
✔ 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 You’ll Love This Role
- Growth Path: Step up to Assistant Front Office 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!