Front Office Supervisor

JOB SUMMARY

The Front Office Supervisor is responsible for the management of all aspects of the front desk functions and guest services, in accordance with property standards. He/she is responsible for supervising, building the front desk team, directing, implementing, and maintaining a positive guest experience throughout their stays, and management philosophy which serves as a guide to respective staffs, customers, and tenants.

JOB DESCRIPTION

Front Desk Operations:

• Maintains appropriate standards of conduct, dress code, hygiene, uniforms, appearance, and posture of Front Office and Concierge employees.
• Manage daily team attendance and team performance to make sure they follow company SOP and daily front desk checklist (morning, afternoon, night, and general).
• Overseeing daily front desk operations, including reservations, rooms assignments, and room status updates.
• Ensure accurate and efficient handling of guest registration, payment processing, and key distribution.
• Collaborate with housekeeping and maintenance departments to coordinate room readiness and guest requests.
• Prepare daily routine for front desk to check for readiness of reception area and lobby area, and ensure its kept clean, organized and welcoming.

 

Guest Service Excellence and Guest Relations:

• Provide excellent customer service to all guests, addressing inquiries, requests, and complaints promptly and professionally.
• Ensuring a warm and welcoming atmosphere for guests arriving at the front desk, creating a positive first impression.
• Handle guest check-ins and check-outs efficiently, following the established procedures.
• Create a positive company image in every interaction with internal and external tenants.
• Address and resolve guest issues or complaints promptly and professionally, ensuring guest satisfactions.
• Ensure the front desk team follow up and follow through with guest requests until it’s completed.
• Handle escalated situations diplomatically, providing appropriate solutions to enhance guest experience.
• Maintain guest profiles and preferences to personalize service and anticipate guest needs.

 

Team leadership and Training:

• Supervise and train front desk staff to ensure they adhere to established standards and policies.
• Conduct regular performance evaluations, provide feedback, and identify opportunities for improvement.
• Organize and lead team meetings to discuss goals, updates, and address any concerns.
• Coaching, counseling, and disciplining staff, providing constructive feedback to enhance performance.

 

Cash handling and Reporting:

• Supervise cash handling procedures, ensuring accuracy and compliance with financial policies.
• Coordinate and support daily revenue reports, balancing cash and credit transactions with accounting team.

 

Administrative Task:

• Manage office 365 suite for Front Office Department accurately including email, one drive, SharePoint, and make sure there is a correct file/folder/report in the system following company’s guidelines.
• Maintain accurate records, including guest registration cards, reservation logs, and occupancy reports.
• Oversee and prepare daily, weekly, and monthly reports and ensure they’re being done and sent to management in a timely manner.
• Monitors and controls the inventories for front office equipment and supplies.
• Assist in managing room inventory and rate strategies to maximize revenue and occupancy.
• Monitor closely room rates on OTA and propose upselling program and promotions to increase revenue.
• Encourage front desk staff to upsell rooms for direct bookings and promote hotel amenities to increase revenue.

 

Safety and Security:

• Monitor the lobby and public areas, stay alert of the safety and security of guests and staff.
• Maintain guest confidentiality at all levels.

 

General Operations:

• Report to department head or relevant department immediately and on time in case of finding any lost or broken items in room or public area either from client or employee.
• Maintain complete knowledge and comply with all departmental policies and service procedures/standards.
• Maintain complete knowledge of correct maintenance and use of equipment. Use equipment only as intended.
• Coordinates exchange of information between inter departments and cross departments to ensure smooth operation flow.
• Schedules and regularly conducts routine inspections of areas under control.
• Conducting probation and formal performance appraisal in line with company guidelines.
• Conducts comprehensive monthly departmental meetings to overview past month performance, make recommendations to improve overall services include review of procedures and events which warrant special handling and detailed information.

 

Others:

• Adhere to company brand standards.
• Perform other duties as assigned by Superior/Management.

 

JOB REQUIREMENT

Knowledge:

• Education: Bachelor’s degree in Hotel and Tourism Management or related field.
• Experience: Minimum 5 years in hospitality, in particular with luxury serviced apartments or hotels.
• Knowledge: Knowledge of regional and national real estate law and guidelines for rental property.

 

Skill & Abilities: 

• Language: Good command of Khmer, English, other language is a plus.
• Computer literacy: Proficiency in Microsoft office and Email.
• Other: Capable of collecting, analyzing, and presenting data.

• Detail-oriented, good organizational and reporting skills.
• Ability to work independently and collaboratively in a fast-paced environment.
• Strong problem-solving skills and the ability to adapt to changing priorities.
• Reliable, capable of multi-task, work well in team, and work under pressure.
• Strong interpersonal skills to support relationships with a broad range of stakeholders.