Front Office Supervisor

POSITION TITLE: Front Office Supervisor

DEPARTMENT: Front Office

PROPERTY: Seda Bonifacio Global City

REPORTS TO: Front Office Manager

JOB LEVEL: Supervisory

The Front Office Supervisor is responsible for supervising the daily front office operations to ensure efficient guest arrivals and departures, accurate room status management, excellent guest service, and compliance with Seda Hotels brand standards and operating procedures. The position oversees Front Office associates, monitors operational performance, handles guest concerns, and coordinates with other departments to ensure seamless service delivery, maximize room revenue opportunities, and achieve high levels of guest satisfaction.

KEY RESPONSIBILITIES

1. Operational Excellence and Guest Service

• Supervise daily front office operations, including check-in, check-out, room assignments, cashiering, guest requests, and concierge coordination, as applicable.
• Ensure that guest arrivals, departures, reservations, and room assignments are processed accurately and efficiently.
• Monitor room availability, room status, VIP arrivals, special requests, and group movements in coordination with Housekeeping and other concerned departments.
• Ensure compliance with hotel policies, standard operating procedures, service standards, and guest handling protocols.
• Conduct regular operational checks to ensure the Front Office is organized, presentable, and ready to serve guests.
• Handle guest complaints, service recovery, and special requests promptly and professionally, escalating complex concerns when necessary.

2. Financial Management and Revenue Optimization

• Monitor front office cashiering procedures, billing accuracy, payment transactions, and proper handling of cash and other payment methods.
• Ensure the accuracy of guest folios, room charges, adjustments, rebates, and supporting documentation in accordance with hotel policies.
• Support room revenue optimization through appropriate room allocation, upselling, room upgrades, and promotion of available hotel products and services.
• Monitor room rate integrity, occupancy information, and revenue-related transactions in coordination with Reservations and Revenue Management.
• Ensure proper accountability for cash floats, cashier reports, and shift-end reconciliations.
• Identify opportunities to improve operational efficiency, minimize billing discrepancies, and protect hotel revenue.

3. People Management and Development

• Supervise, assign, and monitor the daily duties and performance of Front Office associates.
• Conduct shift briefings to communicate occupancy forecasts, VIP arrivals, guest feedback, service priorities, and operational concerns.
• Coach associates on guest engagement, service recovery, upselling, communication, and adherence to hotel standards.
• Monitor attendance, grooming, punctuality, discipline, and compliance with departmental policies.
• Support performance evaluations, training, cross-functional exposure, employee engagement, and succession planning.
• Promote teamwork, accountability, and a positive service culture within the department.

4. Guest Experience and Relationship Management

• Ensure that guests receive warm, personalized, and professional service throughout their stay.
• Monitor guest feedback, online reviews, service recovery cases, and recurring concerns to identify improvement opportunities.
• Ensure accurate endorsement of guest preferences, special arrangements, complaints, and service requests between shifts.
• Coordinate with Housekeeping, Engineering, Security, Food and Beverage, and other departments to resolve guest concerns efficiently.
• Protect guest confidentiality, personal information, and payment details in accordance with company policies and applicable regulations.

5. Safety, Security, and Risk Management

• Ensure compliance with hotel safety, security, emergency response, and incident-reporting procedures.
• Monitor proper verification of guest identity, room access authorization, key control, and handling of sensitive guest information.
• Ensure that suspicious activities, security concerns, guest incidents, and operational irregularities are reported promptly.
• Support emergency response procedures, evacuation activities, and coordination with Security and other concerned departments.
• Ensure compliance with data privacy, fraud prevention, cashiering controls, and hotel risk management policies.

6. Interdepartmental Coordination and Communication

• Coordinate with Housekeeping to ensure timely room cleaning, inspection, and release, particularly during peak occupancy and high-volume arrivals.
• Work closely with Reservations and Revenue Management on room availability, rate discrepancies, special arrangements, and occupancy requirements.
• Coordinate with Engineering regarding room defects, out-of-order rooms, and maintenance concerns.
• Liaise with Security and other departments to address guest safety, lost and found concerns, and service-related incidents.
• Ensure accurate shift handovers, operational reports, guest logs, and documentation of outstanding concerns.

7. Culture, Compliance, and Continuous Improvement

• Promote Seda Hotels service culture, brand standards, and commitment to guest satisfaction.
• Ensure compliance with company policies, departmental SOPs, labor requirements, and applicable hotel regulations.
• Participate in departmental meetings, quality audits, training programs, and operational improvement initiatives.
• Recommend process improvements to enhance guest experience, service efficiency, revenue generation, and employee productivity.

Work Experience

• At least two (2) years of experience in hotel Front Office operations in 4 or 5 star hotel
• At least one (1) year of supervisory or team-lead experience is preferred.
• Experience in an upscale, business, or full-service hotel is an advantage.