Front Office Supervisor

Description

The Front Office Supervisor will manage guest check-ins and room assignments, ensuring compliance with hotel rates and upsell strategies. Responsibilities include handling check-ins/outs, processing payments, addressing guest inquiries, and assisting with reservations. You will perform night audits, manage Marriott-related inquiries, and maintain privacy standards. Additionally, you'll assist with luggage, safety boxes, and transportation, and ensure compliance with safety procedures. Flexibility to support other departments and complete special projects as assigned will also be required. Punctuality, professionalism, and adherence to policies are essential for this role.

Responsibilities and Duties

Oversee guest check-ins, room assignments, and special requests, ensuring compliance with hotel rates, discounts, and upsell strategies. Assist with guest check-ins/outs, luggage handling, and process payments according to cash handling and credit card policies. Respond to guest inquiries about hotel services, events, local attractions, and assist with safety boxes, keys, and transportation. Manage reservations, pre-register guests, and cancel bookings in line with policies. Perform night audits during midnight shifts and generate required reports. Handle Marriott-related inquiries and ensure compliance with privacy regulations for company and guest information. Ensure punctuality, appropriate uniform, and adherence to scheduled shifts. Attend department meetings and maintain a professional, positive attitude in communications with guests and staff. Demonstrate flexibility by assisting in other departments as needed. Adhere to safety procedures, emergency protocols, and COVID-19 SHN environment requirements. Complete shift reports, documenting incidents of theft, accidents, or injuries. Participate in special projects, task forces, and other duties as assigned by management.

Qualifications and Requirements

O-Level or equivalent education. Minimum of 2-3 years of experience in a hotel or hospitality-related role, with a focus on front office operations. Strong communication and interpersonal skills, with the ability to interact professionally with guests and colleagues. Experience with hotel management software (Opera or similar) is preferred. Ability to work rotating shifts, weekends, and public holidays. Knowledge of cash handling, credit card processing, and general accounting procedures. Strong problem-solving skills and the ability to manage guest inquiries and complaints effectively. Attention to detail, time management, and the ability to work under pressure. Flexibility to work in other departments when required. Positive attitude, professional appearance, and a strong customer service orientation. Ability to work well in a team environment while also demonstrating leadership skills. Familiarity with health, safety, and emergency protocols in hospitality settings.

Working Condition

Working hours

5 days / 44 hours