Front Desk Supervisor

Roles and responsibilities

Main Responsibilities

• Plan and supervise the day-to-day operations of the reception section which are related to the arrival and departure of guests, including room sales, the room assignments of VIPs, Groups, and Crews, and room registrations.
• Coordinates and monitors the work of direct subordinates and verifies that all receptionists are well groomed to ensure clients’ satisfaction and adherence to service standards.
• Carry out training for new employees and on-the-job training. Motivates staff to bring about excellent performance.
• Handles guest requests and complaints in a polite and efficient manner, give further instructions to the relevant staff if needed to ensure customer satisfaction and maintain a record of all complaints received from all guests. Follow up when necessary.
• Liaise and coordinate with various departments to ensure all information on guests is accurate such as rate, room type, billing, and guest requests, and oversee that guests’ specific requirements are addressed in an efficient manner.
• Keep abreast of hotel products and services as well as tourist and business travel information that may be of any interest to our guests.
• Constant training of subordinates.
• Supervise all cashier work of subordinates.
• Update all on the loyalty program.
• At the end of the shift, do handover reporting guest complaints, unusual situations, and incidents that need follow-up, to ensure efficiency in the operation.
• Accomplish a set of administrative duties such as briefing, producing, reviewing, and writing reports and other specific duties related to the job function.
  

Skills & Qualifications

• University or College degree
• Previous experience in the same role in a luxury hotel is preferred, resort experience will be an advantage
• Well-groomed, professional appearance
• Outstanding written and verbal communication skills
• Physically agile, and able to stand for extended periods
• Dynamic and energetic

Desired candidate profile

1. Leadership & Team Management

• Team Supervision: Supervise a team of front desk agents, ensuring that they perform their duties efficiently, and maintain high customer service standards.
• Training & Development: Provide guidance and training to new and existing staff, ensuring they are well-versed in hotel policies, procedures, and guest service expectations.
• Performance Evaluation: Monitor team performance, provide feedback, and conduct performance reviews to help employees grow in their roles.
• Scheduling & Shift Management: Create and manage front desk schedules to ensure adequate coverage during busy times, such as check-in and check-out periods.

2. Customer Service Excellence

• Guest Interaction: Act as the point of contact for guests with more complex needs or complaints, ensuring that issues are resolved quickly and professionally.
• Problem Resolution: Handle guest complaints, special requests, or unexpected issues (e.g., overbookings, maintenance problems) with a calm and solution-oriented approach.
• Personalized Service: Ensure that guest needs are anticipated and met, creating a welcoming and personalized experience for each guest.
• VIP Guest Service: Oversee special accommodations for VIP guests, ensuring they receive the highest level of service during their stay.

3. Operational Management

• Check-in/Check-out Oversight: Ensure smooth and efficient check-in and check-out processes, handling any issues or delays promptly.
• Room Assignments & Availability: Ensure rooms are properly assigned and that reservations are processed in a timely manner, taking into account guest preferences and special requests.
• Cash Handling & Billing: Oversee front desk agents in processing payments accurately, handling cash and credit card transactions, and resolving billing discrepancies.
• Inventory Management: Manage room availability and communicate with housekeeping to ensure rooms are cleaned and ready for new guests.

4. Training & Staff Development

• Onboarding: Ensure new employees are properly onboarded and trained, including teaching them the hotel’s software, customer service standards, and operational procedures.
• Continuous Training: Provide ongoing coaching and training to front desk staff, helping them stay up-to-date with any changes in policies, technology, or guest service expectations.
• Conflict Resolution Skills: Teach staff how to effectively handle difficult situations and guest complaints, ensuring they feel empowered to solve problems while maintaining professionalism.