FRONT DESK SUPERVISOR

Key Responsibilities

• Supervise and coordinate the daily operations of the Front Desk and Front Office team.
• Lead, guide and monitor Front Desk Officers, Guest Service Officers and other assigned staff.
• Ensure efficient check-in, check-out, room assignment and guest registration procedures.
• Verify guest reservations, room rates, payments, deposits and required guest documentation.
• Handle guest enquiries, requests, feedback and complaints professionally and promptly.
• Coordinate with Housekeeping and Maintenance to ensure room status and guest requests are updated accurately.
• Monitor room availability, occupancy and room status to support smooth daily operations.
• Assist with upselling room upgrades, extensions and other available services where appropriate.
• Monitor daily cash handling, payment collection and Front Office transactions to ensure accuracy.
• Ensure proper handover between shifts and accurate recording of outstanding matters.
• Monitor staff attendance, grooming, punctuality, performance and compliance with company SOPs.
• Train and coach Front Office staff on service standards, procedures and guest handling.
• Ensure all guest information and transactions are properly recorded in the property management system.
• Handle emergencies, incidents and difficult guest situations and escalate matters to Management when necessary.
• Ensure compliance with company policies, security procedures and applicable regulatory requirements.
• Assist with daily reports, audits, room inspections and other administrative duties.
• Support Management in maintaining guest satisfaction and achieving operational standards.
• Perform Front Desk duties when required and carry out any other duties assigned by Management.

Requirements

• Minimum 2–3 years of Front Office/Guest Services experience, preferably in hotels or serviced apartments.
• Previous supervisory experience preferred.
• Good communication, customer service and leadership skills.
• Good knowledge of Front Office operations and reservation/PMS systems.
• Able to handle complaints and work effectively under pressure.
• Good organisational and problem-solving skills.
• Able to work shifts, weekends and public holidays when required.