Front Office Supervisor

Job Description:

• Handle all guest queries and special requests in a timely and professional manner.
• Manage guest check-ins and check-outs to ensure a seamless experience.
• Greet and escort VIP and regular guests; attend to their specific needs and preferences.
• Maintain guest privacy and confidentiality
• Drive guest satisfaction and loyalty through genuine, personalized service.
• Respond to and resolve guest complaints with urgency and empathy..
• Monitor daily arrivals and departures; ensure guest names are used at all times.
• Be fully aware of current and future room availability and hotel occupancy.
• Ensure all no-shows are properly handled and charged.
• Ensure front door coverage and that every guest is greeted upon arrival.
• Patrol and inspect public areas during evening shifts to ensure upkeep and standards.
• Supervise cash operations and assist with accounting or credit-related issues.
• Oversee room assignments, reservations, and billing accuracy.
• Maintain a clean, organized, and well-presented Front Desk and surrounding areas.
• Control hotel duty keys and floats during shifts.
• Ensure hotel equipment are functional and audits are completed regularly.
• Record and follow up on all incidents, hazards, and guest concerns with the Front Office Manager, Room Divison Manager and Operation Manager.
• Ensure potential hazards are immediately reported and addressed until resolved.
• Ensure all front office equipment and areas are safe, clean, and operational.
• Supervise Guest Services and Front Desk employees within your area of responsibility.
• Provide continuous support and on-the-job training to ensure service standards are met.
• Conduct team briefings to keep Ambassadors updated on hotel matters, VIPs, events, and ongoing promotions.
• Promote upselling and capture guest emails as part of departmental initiatives.
• Drive AccorHotels loyalty sign-ups in line with hotel and regional targets.
• Create a motivating and positive work environment that fosters teamwork and efficiency.
• Assist in preparing rosters and maintaining optimal staffing levels.
• Represent the Front Office Manager in inter-departmental meetings as required.
• Coordinate with all departments to ensure smooth operation and guest satisfaction.
• Conduct induction, skills training, and ongoing development for all Ambassadors.
• Implement training programs to uphold service standards and operational procedures.
• Ensure department policies and procedures are clearly understood and consistently followed.
• Be familiar with hotel packages, seasonal offers, and long-term promotions.
• Support site inspections and showcase hotel features in line with the brand ethos.
• Promote upselling opportunities and maximize revenue during guest interactions.
• Prepare and analyze daily reports on occupancy, guest feedback, and revenue.
• Liaise with Front Office Manager on all feedback and issues from internal/external audits.
• Participate in special projects and tasks assigned by management.
• Ensure accurate records of guest issues, incidents, and follow-ups are maintained.

Qualifications:

• Exceptional communication skills both written, verbal and non-verbal.
• Prior use of Opera Cloud & TARS Database or similar PMS is preferred.
• Strong communication skills and pride in personal presentation
• A genuine customer service focus and a strong dedication to always making our guest’s smile during their stay
• Availability to work a seven day rotating roster including mornings, afternoons and overnight shifts (as requested)
• Flexibility to work various shifts, including weekends and holidays
• High school diploma or equivalent; higher education in hospitality management is a plus
• Attention to detail and strong organizational skills
• Professional appearance and positive attitude

Interested candidates are kindly requested to send their CVs to the email address specified in the "Apply" button, indicating the relevant vacancy title in the subject line.