Front Office Supervisor

Position Summary:

As a Front Office Supervisor, you will be responsible for supervising and coordinating the daily operations of the Front Office while ensuring exceptional guest service and operational efficiency in accordance with Divan standards. You will support the Front Office Manager in maintaining high service standards, supervising Front Office colleagues, handling guest requests and concerns, and ensuring all Front Office procedures are followed accurately and professionally.

Key Responsibilities:

• Follow Divan standards, SOPs, and guest service standards at all times, maintaining the highest levels of professionalism and service excellence.
• Be present on duty in full, clean, and professional uniform at all times.
• Supervise and coordinate the daily operations of the Front Office during assigned shifts.
• Assist the Front Office Manager in ensuring smooth and efficient Front Office operations.
• Supervise, guide, motivate, and support Front Office colleagues to achieve operational and guest service standards.
• Allocate daily duties and responsibilities to Front Office colleagues according to operational requirements.
• Ensure professional standards of grooming, appearance, conduct, and guest interaction are maintained at all times.
• Ensure efficient and accurate check-in and check-out procedures while providing a warm and personalized guest experience.
• Monitor daily arrivals, departures, room status, VIP guests, group arrivals, special requests, and other operational requirements.
• Ensure accurate room allocation and coordinate with relevant departments regarding room readiness and availability.
• Handle guest inquiries, requests, complaints, and concerns promptly, professionally, and courteously.
• Resolve guest issues within the scope of authority and escalate complex matters to the Front Office Manager when required.
• Monitor guest accounts, payments, cash transactions, deposits, and billing procedures to ensure accuracy and compliance with hotel standards.
• Ensure all guest registration details, room changes, wake-up calls, messages, and other Front Office records are accurately maintained.
• Monitor telephone calls, emails, and other guest communication channels and ensure timely and professional responses.
• Coordinate with Housekeeping regarding room status, discrepancies, early arrivals, late departures, and special room requirements.
• Coordinate with Concierge, Bell Desk, Reservations, Finance, and other relevant operational teams to ensure seamless guest service.
• Monitor and follow up on pending guest requests and ensure they are completed within the expected timeframe.
• Assist with VIP arrivals, special occasions, long-stay guests, and other personalized guest arrangements.
• Conduct regular Front Office inspections to ensure cleanliness, organization, presentation, and operational readiness.
• Ensure Front Office equipment, systems, keys, documents, and operational materials are properly maintained and handled.
• Monitor shift handovers and ensure all important operational and guest-related information is communicated accurately.
• Prepare and review daily operational reports and ensure relevant information is communicated to the Front Office Manager.
• Monitor and control Front Office supplies and minimize unnecessary consumption and operational waste.
• Assist in training, coaching, and developing Front Office colleagues to improve their knowledge, skills, and service performance.
• Identify training needs and provide on-the-job guidance and coaching where necessary.
• Support the Front Office Manager in maintaining guest satisfaction and achieving departmental service objectives.
• Handle emergency situations and guest incidents professionally and in accordance with hotel emergency procedures.
• Ensure compliance with hotel security, health, safety, and emergency procedures at all times.
• Attend Front Office meetings, briefings, training sessions, and departmental activities as required.
• Maintain confidentiality of guest information, hotel records, and other sensitive operational information.
• Assist with special events, group movements, conferences, and other hotel activities requiring Front Office support.
• Undertake any reasonable tasks and secondary duties as assigned by the Front Office Manager or Management.
• Respond positively and flexibly to changes in operational requirements.

Person Specification

Qualifications & Experience:

• Diploma or professional certification in Hospitality Management, Hotel Management, Tourism, or a related field.
• Minimum 2–3 years of experience in Front Office operations, including experience in a supervisory or senior Front Office position within a Five-Star hotel or luxury hospitality environment.
• Strong knowledge of Front Office procedures, hotel operations, guest relations, and service standards.
• Good knowledge of check-in, check-out, room allocation, guest accounts, billing, and Front Office systems.
• Experience handling guest complaints, requests, VIP guests, and challenging situations professionally.
• Good understanding of hotel security, emergency procedures, and guest privacy requirements.
• Strong leadership, supervisory, communication, and interpersonal skills.
• Excellent customer service skills with a professional and guest-focused approach.
• Ability to work under pressure in a fast-paced hotel environment.
• Strong organizational skills with excellent attention to detail.
• Ability to prioritize tasks and make appropriate decisions during busy operational periods.
• Proficient in English; knowledge of additional languages is an advantage.
• Computer literate with good knowledge of Microsoft Office and Front Office/PMS systems.
• Honest, reliable, disciplined, and trustworthy with a professional work attitude.
• Well-groomed, confident, approachable, and capable of maintaining a professional presence at all times.
• Physically fit and able to stand and walk for extended periods.
• Flexible to work shifts, nights, weekends, public holidays, and extended hours according to operational requirements.