Front Office Associate Supervisor

Job Summary

The Front Desk Associate Supervisor oversees the daily operations of the Front Office, ensuring exceptional guest service, efficient front desk operations, and compliance with company standards. The role leads and supports the Front Desk team, resolves guest concerns, coordinates with other departments, and ensures a smooth and welcoming guest experience.

Job Description

The supervisor also trains and mentors front office staff, monitors daily operations, prepares reports, and works closely with Housekeeping, Maintenance, Sales and Marketing, and other departments to ensure seamless resort operations.

Key Responsibilities

• Supervise daily front office operations and ensure efficient guest check-in and check-out.
• Monitor reservations, room assignments, guest records, and billing accuracy.
• Ensure proper cash handling, payment processing, and end-of-shift reconciliation.
• Maintain front office standards, cleanliness, and organization.

• Ensure guests receive professional, courteous, and timely service.
• Handle guest inquiries, requests, complaints, and special arrangements.
• Resolve guest concerns promptly and escalate issues when necessary.
• Assist with VIP arrivals and special accommodations.

• Supervise, train, and coach, Front Desk Associates.
• Prepare schedules and monitor attendance and performance.
• Conduct orientations and provide continuous coaching to improve service quality.
• Promote teamwork and ensure compliance with company policies and procedures.

• Coordinate with other departments for smooth daily operations.
• Ensure effective communication between front office staff and management.
• Monitor phone, email, and online guest inquiries and ensure timely responses.

• Prepare front office reports and operational updates.
• Assist the Resort Manager in implementing front office policies and procedures.
• Perform other supervisory and administrative duties assigned by management.

• Graduate of BS Hotel and Restaurant Management, Tourism Management, Hospitality Management, Business Administration, or any related course.
• Minimum of 2-3 years of experience as a Front Office Associate, with at least 1 year in a supervisory or team lead role.
• Experience using Property Management Systems (PMS) such as OPERA or similar hotel reservation systems is preferred.
• Excellent oral and written communication and interpersonal skills.
• Strong leadership, customer service, and conflict-resolution skills.
• Highly organized with the ability to multitask and work under pressure.
• Proficient in Microsoft Office and hotel reservation/booking systems.
• Customer-service oriented with a professional appearance and positive attitude.
• Willing to work on shifting schedules, weekends, and holidays.