Front Office Supervisor

 * Job Responsibilities
- Front Desk Operations
+ Supervise daily front office operations to ensure smooth check-in, check-out, and guest service procedures.
+ Support and guide reception staff during peak hours and handle complex guest requests.
+ Ensure all guest information, reservations, and billing procedures are handled accurately.
+ Monitor lobby appearance and ensure cleanliness, order, and readiness for guest service.
- Guest Service & Satisfaction
+ Greet guests warmly, especially VIP, corporate guests, and repeat customers.
+ Handle guest complaints promptly and professionally, escalating to FOM when necessary.
+ Ensure consistent delivery of service standards and hospitality.
+ Follow up on guest requests and ensure timely resolution.
- Staff Supervision & Training
+ Assign tasks and manage staff schedules to ensure adequate coverage during each shift.
+ Train and mentor new employees on front office procedures, service standards, and system usage.
+ Monitor staff performance, provide feedback, and maintain team discipline.
- Coordination with Other Departments
+ Work closely with Housekeeping, Reservations, Security, and other departments to ensure smooth operations.
+ Coordinate room status updates, special requests, and guest preferences with relevant departments.
- Administrative Tasks
+ Prepare daily reports and handover notes for the next shift.
+ Ensure proper use of the PMS/POS system and maintain accurate data.
+ Monitor cash handling and ensure compliance with hotel policies.
+ Assist FOM in implementing service improvements and operational policies.