Front Office Supervisor

Job Purpose

• To supervise the day-to-day operations of the Front Office by ensuring efficient guest check-in and check-out processes, delivering exceptional customer service, coordinating front desk activities, and maintaining high service standards to enhance guest satisfaction and operational efficiency.

Key Duties and Responsibilities

• Supervise the daily operations of the Front Office and ensure efficient service delivery.
• Coordinate guest check-in, check-out, reservations and room allocations.
• Ensure guests receive prompt, courteous and professional service at all times.
• Handle guest enquiries, complaints and special requests, and ensure timely resolution.
• Supervise Front Office staff and provide guidance, coaching and performance feedback.
• Monitor room availability and coordinate with Housekeeping to ensure timely room readiness.
• Verify guest accounts, billing accuracy and payment transactions.
• Prepare daily occupancy, arrivals, departures and revenue reports.
• Ensure compliance with front office procedures, cash handling policies and service standards.
• Coordinate VIP arrivals and ensure personalized guest experiences.
• Promote the Company's products and services to maximize revenue opportunities.
• Ensure proper use of the Property Management System (PMS) and maintain accurate guest records.
• Coordinate with other departments to ensure seamless guest experiences.
• Maintain cleanliness, organization and professionalism within the Front Office.
• Perform any other duties as may be assigned by the Front Office Manager.

Key Performance Indicators (KPIs)

• Guest satisfaction ratings.
• Check-in and check-out efficiency.
• Number of guest complaints resolved within agreed timelines.
• Accuracy of guest billing and reservations.
• Front Office revenue performance.
• Occupancy reporting accuracy.
• Compliance with Front Office Standard Operating Procedures.
• Staff productivity and performance.
• Timeliness of daily operational reports.
• Customer service quality standards achieved.

Education, Skills and Experience

Must have:

• Bachelor's Degree in Hospitality Management, Hotel Management, Tourism Management, or a related field from a recognized institution.
• Minimum of three (3) years' relevant experience in Front Office operations, preferably in the hospitality industry, with at least one (1) year in a supervisory role.
• Experience using Property Management Systems (PMS).
• Proficiency in Microsoft Office applications and hospitality management systems.