Front Office Supervisor

Key responsibilities:

• Supervise front desk operations including check-ins, check-outs, and guest inquiries.
• Lead, train, and schedule front desk staff to ensure excellent service delivery.
• Handle escalated guest concerns, requests, and complaints in a prompt and professional manner.
• Ensure the accuracy of guest billing, cash handling, and shift-end reports.
• Monitor room availability and work closely with Reservations and Housekeeping for room readiness.
• Oversee the proper use of property management systems (PMS) and ensure front office procedures are followed.
• Support upselling efforts and promote hotel services, packages, and special offers.
• Conduct daily briefings and communicate relevant updates or issues to the team and management.
• Audit shift checklists and ensure compliance with standard operating procedures (SOPs).
• Ensure lobby cleanliness and that front desk staff maintains professional appearance and behavior.

Qualifications:

• Bachelor’s degree or diploma in Hospitality, Tourism, or related field preferred.
• Minimum of 2 years of front office or customer service experience, with at least 1 year in a supervisory role.
• Proficient in hotel PMS, POS systems, and front office procedures.
• Strong leadership, communication, and problem-solving skills.
• Excellent organizational skills and attention to detail.
• Willingness to work in shifts, weekends, and holidays.