Front Office Supervisor

Role Objective

Our client, a leading hotel, is seeking to hire a dynamic and passionate Front Office Supervisor who will be responsible for managing daily front office operations, including Reception, Reservations, and Concierge. This role ensures exceptional service delivery with a hands-on approach. The ideal candidate will drive outstanding guest experiences, manage staff effectively, and maintain high standards of service.

Core Duties and Responsibilities

• Lead, manage, train, and motivate the Front Office team to provide top‑notch hospitality and service excellence.
• Review staffing levels to ensure guest service, operational needs, and financial objectives are met.
• Handle guest inquiries, resolve complaints, and manage special requests with professionalism and efficiency.
• Manage schedules, budgets, and performance targets for the front office team.
• Review daily front office work and activity reports.
• Coordinate with other departments to ensure smooth operations and enhance the overall guest experience.
• Uphold and enforce hotel policies while maintaining high standards of hospitality.
• Manage daily operations to ensure quality, high service standards, and guest expectations are met daily.
• Facilitate smooth communication between the Front Office and other departments.
• Monitor and ensure compliance with front desk procedures and hotel policies.
• Conduct department meetings, clearly and consistently communicating the Front Office goals to produce desired results.
• Maximize room revenue and occupancy by reviewing status daily.
• Analyze rate variance, monitor credit reports, and maintain close observation of daily house count.
• Monitor the selling status of the house daily (e.g., flash report, allowances).
• Perform any other duties as allocated.

Job Specifications and Qualifications

• Degree in Hospitality, Hotel Management, or a related field.
• At least 5 years of experience as a Front Office Supervisor in a 4‑star or 5‑star hotel.
• Proficiency in hotel management software (e.g., Opera, Fidelio).
• Proficiency in night audit, telephone operations, reception, and cashier duties.
• Considerable knowledge of computer systems for registration, reservations, and backup systems.

Key Competencies

• Strong leadership and problem‑solving skills.
• Ability to thrive in a fast‑paced environment.
• Customer‑oriented and adaptable to working various shifts.
• Skilled in managing reservations efficiently to maximize occupancy.
• Excellent communication and interpersonal abilities.
• Excellent customer experience skills and a passion for delivering memorable guest experiences.