Job Description
Position: Front Office / Reservations Supervisor
Department: Front Office
Reports To: General Manager
Responsible For: Front Desk Staff
Scope of the Role
To ensure Reception shifts are operated efficiently while delivering outstanding guest service. The role involves supervising the Front Office team, maintaining a calm and professional environment, and ensuring all operational standards and SOPs are followed.
The Supervisor acts as a role model, inspires the team, and ensures accurate billing, smooth guest arrivals/departures, and maximization of hotel revenue through upselling and service excellence.
Key Responsibilities
Front Desk Operations
- Ensure prompt, efficient, and courteous guest reception.
- Supervise daily front desk operations to maintain optimal service standards.
- Record and administer guest arrivals and departures.
- Ensure smooth shift handovers and desk coverage at all times.
- Maintain awareness of daily hotel status, VIPs, groups, and events.
- Keep Front Office and Hotel Log Books updated and actioned.
Guest Service & Relations
- Welcome, check-in, and check-out guests as per established SOPs.
- Handle guest complaints professionally and ensure proper documentation.
- Assist guests regarding hotel facilities in an informative and helpful manner.
- Anticipate guest needs and ensure thoughtful, caring service at all times.
- Be available as a point of contact for in-house guests.
Reservations & Revenue
- Accept and process reservations in the Property Management System (PMS).
- Ensure correct room allocation and booking entries.
- Maximize revenues through upselling and adherence to budget guidelines.
- Stay updated on room rates, packages, and discounts.
Billing & Cash Handling
- Process hotel charges accurately to guest accounts.
- Verify billing instructions and ensure supporting documentation is attached.
- Ensure guests remain within approved credit limits.
- Control and reconcile front desk cash transactions.
- Transfer city ledger folios to company master or PM accounts.
Team Leadership & Training
- Train, coach, and monitor performance of front desk team members.
- Conduct departmental briefings at the beginning of each shift.
- Ensure compliance with SOPs, grooming, hygiene, and safety standards.
- Motivate and lead the team while balancing operational and colleague needs.
Administration & Compliance
- Prepare documentation for daily business.
- Maintain cleanliness and professional presentation of front desk area.
- Follow all safety and emergency procedures.
- Perform duties in emergency situations when required.
- Carry out additional responsibilities assigned by management.
Job Requirements
Education
- Minimum High School Graduate.
- Preferably a College Degree in Hotel Management or related business field.
Experience
- Minimum 3 years experience in a similar role in a 5-star hotel.
- Strong Front Office operational experience.
Technical Skills
- Knowledge of cashier operations and hotel business operations.
- Proficiency in Opera / Fidelio or other world-class PMS.
- Proficiency in eZee or other hotel software systems.
Core Competencies
- Positive attitude and excellent communication skills.
- Strong leadership and team motivation abilities.
- Ability to remain calm under pressure.
- Strong interpersonal and problem-solving skills.
- Customer service orientation and cross-cultural sensitivity.
- Flexibility in scheduling.
- Highly responsible and reliable.
Language Skills
- Fluency in English (mandatory).
- Additional language is an advantage.
