Job Description

I. Job Summary

The Front Office Supervisor is responsible for leading, supervising, and coaching the Front Office Agents during their shift. They ensure the highest level of guest service is delivered, handle complex guest situations, oversee all check-in/check-out processes, and maintain accurate room and billing records in compliance with hotel standards and policies.

II. Core ResponsibilitiesA. Leadership and Supervision

Team Oversight:

Directly supervise the daily work assignments, shift break schedules, and performance of all Front Office Agents.

Training & Coaching:

Conduct on-the-job training for new agents and provide ongoing coaching and motivation to the existing team to improve service quality and efficiency.

Shift Management:

Lead daily pre-shift meetings, communicating key hotel information, VIP arrivals, and operational focus points to the team.

Disciplinary Action:

Address minor disciplinary issues as they arise and report serious performance concerns directly to the Front Office Manager.
B. Operational Management

Workflow Control:

Ensure all standard operating procedures (SOPs) are followed accurately, including check-in, check-out, cash handling, and telephone procedures.

Inventory Control:

Manage room inventory and allocation, especially during high-occupancy periods, minimizing out-of-order rooms and managing oversell situations efficiently.

Cash and Auditing:

Oversee and verify the accuracy of all cashier closings, ensuring correct processing of payments, foreign currency exchange, and daily cash reconciliation.

Group Coordination:

Facilitate large group check-ins and check-outs, coordinating key packet preparation and billing arrangements with the Sales and Reservations teams.
C. Guest Relations and Problem Resolution

Issue Escalation:

Serve as the immediate point of contact for agents when facing complex guest complaints, service failures, or billing discrepancies.

Resolution:

Take decisive action to resolve guest issues quickly and efficiently, ensuring guest recovery and documenting all actions taken.

VIP Handling:

Personally ensure VIP guests and loyalty program members receive appropriate recognition, amenities, and seamless service upon arrival.

Service Monitoring:

Constantly monitor lobby and front desk activity to ensure a professional environment and proactive service delivery.
D. Administrative and Reporting

Shift Reporting:

Complete and review detailed shift reports, summarizing operational issues, guest feedback, revenue statistics, and cash variances.

System Integrity:

Maintain the accuracy of the Property Management System (PMS) by monitoring room status, rate code usage, and guest profile integrity.

Pass-On:

Provide a clear and concise handover report to the next shift supervisor or manager, ensuring continuity of service and pending tasks.
Job Type: Full-time