Front Office Supervisor
The Front Office Supervisor is directly responsible for the day-to-day operations of the Front Desk and Lobby while on duty. The role leads and supervises Front Office staff, ensures smooth check-in/check-out processes, manages guest service standards, and supports the Front Office Manager in operational, administrative, and team development tasks.
Key Responsibilities
Supervision & Day-to-Day Operations
Supervise and coordinate Front Office related duties including reception, guest services, and lobby operations.
Ensure smooth execution of check-in, check-out, room changes, and other front desk procedures at all times.
Lead the team to ensure Reception operations run smoothly and support Guest Service team in their day-to-day tasks.
Assist the Duty Manager in reviewing staffing rosters at the start of shifts to ensure efficient deployment and coverage.
Ensure all guests are greeted, welcomed, and assisted professionally and warmly, in line with brand standards.
Handle guest enquiries, requests, complaints, and special situations promptly and escalate when necessary.
Assist the Duty Manager and Guest Service Executive in resolving operational issues and ensuring high guest satisfaction.
Meet and welcome regular VIP guests and key clients, ensuring personalized treatment and correct amenities.
Ensure front door and lobby coverage so that all arriving guests are greeted by team members at all times.
Assist the Duty Manager in controlling room inventory and managing room allocations according to hotel directives.
Plan and prepare arrivals with attention to room type, special requests, and VIP handling.
Monitor pre-registered arrivals and ensure all no-shows are correctly accounted for and charged.
Coordinate with Housekeeping daily to ensure rooms are cleaned on time, departures are processed promptly, and VIP arrivals are verified.
Operate the Property Management System (e.g. Opera) as an expert and train team members on its use.
Record all incidents in the hotel, log them, and follow up with the Front Office Manager
Maintain accurate records of guest information, reservations, and operational reports in line with brand and financial procedures.
Promote and consistently promote the hotel’s loyalty programs (e.g. Accor Live Limitless, ALL Plus) as a Loyalty Ambassador.
Ensure compliance with hotel credit policy, financial procedures, and guest privacy and security standards.
Maintain brand integrity, core values, and operational standards across all Front Office areas.
Monitor team performance, provide feedback, and support continuous improvement in guest service and operational efficiency.
Drive core values to positively impact both employee and guest satisfaction scores.