Front Office Supervisor

Description

The Front Office Supervisor is responsible for supervising and ensuring the smooth and efficient operation of the Front Office Department. This position ensures that all guests receive professional, friendly, and consistent service in accordance with the hotel's standards and procedures. The Front Office Supervisor also supports the Front Office Manager in managing the team, handling guest concerns, and maintaining high levels of guest satisfaction.

Responbilities

1. Front Office Operations

• Supervise daily Front Office operations and ensure smooth service throughout each shift.
• Ensure check-in and check-out procedures are handled accurately and efficiently.
• Ensure all information regarding rooms, reservations, hotel facilities, promotions, and services is communicated accurately to guests.
• Conduct daily briefings and assign duties to Front Office staff.
• Ensure proper shift handover and communication between shifts.
• Ensure the Front Office counter, lobby, and work areas are clean, organized, and guest-ready.
• Ensure all Front Office procedures are performed according to hotel SOPs.

2. Guest Service & Complaint Handling

• Provide friendly, professional, and attentive service to all guests.
• Handle guest complaints, requests, and special requirements promptly and professionally.
• Act as the escalation point for issues that cannot be resolved by Front Office Agents.
• Follow up on guest complaints and ensure appropriate solutions are provided.
• Maintain positive relationships with guests and continuously seek opportunities to improve guest satisfaction.
• Assist in handling VIP guests, repeat guests, groups, and special occasions.

3. Team Supervision

• Supervise, guide, and monitor the performance of Front Office Agents.
• Provide daily coaching, guidance, and feedback to team members.
• Ensure all staff comply with hotel grooming, service, and professional conduct standards.
• Identify staff training needs and report them to the Front Office Manager.
• Support the Front Office Manager in maintaining staff discipline, teamwork, and productivity.
• Motivate team members to consistently achieve service standards.

4. Reservations & Room Management

• Monitor room availability and ensure room status information is accurate.
• Coordinate with the Reservation and Housekeeping Departments regarding room availability and readiness.
• Ensure appropriate room assignments based on reservations, guest preferences, and hotel requirements.
• Monitor and handle early check-in, late check-out, room upgrades, room discrepancies, overbooking, and special requests.
• Assist with reservation changes and cancellations according to hotel policies.

5. Cash Handling & Administration

• Ensure all Front Office transactions are accurately recorded and processed.
• Supervise cash, credit card, bank transfer, and other payment transactions.
• Ensure cash float and shift closing balances are accurate.
• Check the completeness and accuracy of guest registration and Front Office documentation.
• Ensure daily shift reports and handover reports are properly completed.
• Report any cash discrepancies, irregularities, or operational issues to the Front Office Manager.

6. Interdepartmental Coordination

• Coordinate with Housekeeping regarding room status, room readiness, and guest requirements.
• Coordinate with Engineering regarding room maintenance issues and facility problems.
• Coordinate with Food & Beverage regarding guest requests and special arrangements.
• Coordinate with Security regarding guest safety and security-related matters.
• Coordinate with Reservation, Sales & Marketing, and other departments regarding VIP guests, groups, events, and special arrangements.

7. Service Quality & Standards

• Ensure Front Office service standards are consistently maintained.
• Monitor guest experience and identify opportunities for service improvement.
• Ensure staff follow hotel SOPs, service standards, grooming standards, and communication procedures.
• Identify operational problems and provide appropriate solutions or recommendations to the Front Office Manager.
• Support initiatives to improve Front Office efficiency and guest satisfaction.

Responbilities

• Minimum 2–3 years of experience in a hotel Front Office environment.
• Previous experience as a Senior Front Office Agent, Team Leader, or similar supervisory position is preferred.
• Strong knowledge of Front Office operations and hotel procedures.
• Excellent communication and interpersonal skills.
• Strong leadership, problem-solving, and team management abilities.
• Good complaint-handling and conflict-resolution skills.
• Able to work shifts, including weekends and public holidays.
• Proficient in using computers and hotel Property Management Systems (PMS).
• Good command of English and Indonesian, both written and spoken.
• Professional appearance, positive attitude, and strong hospitality mindset.