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.