Front Office Supervisor

G Hotel; George Town; On-site; MYR 45,000 - 78,000; Full time

Job summary

G Hotel is seeking a Front Office Supervisor to ensure smooth front desk operations and uphold service standards. You will be the first point of contact for guests, coordinating with housekeeping, reservations, and engineering to deliver a seamless experience.

The role emphasizes staff supervision, training, and handling guest requests while maintaining security and accurate records. Strong communication and leadership are essential.

Qualifications

• Front Office Supervisor handles guest services, check-in/out, reservations, and room assignments.
• Leads front desk staff to ensure policy adherence and service excellence.
• Manages guest complaints and resolutions with escalation as needed.

Responsibilities

• Oversee guest services: check-in/out, reservations, room assignments, special requests.
• Supervise front desk staff to ensure policy adherence and service quality.
• Address and resolve guest complaints promptly, escalating when needed.
• Handle cash transactions, card processing, and billing inquiries.
• Verify registration card details and payment authorizations in the system.
• Coordinate with housekeeping, engineering and reservations for smooth operations.
• Monitor service quality to ensure a warm, efficient, personalized guest experience.
• Provide ongoing training and coaching to front office staff.
• Ensure safety and security of guests and property, respond to emergencies.
• Oversee front desk software usage for check-in/out, reservations, and communications.
• Maintain accurate records, reports, inventory, and admin tasks.

Skills

Guest services

Staff management

Problem resolution

Communication

Quality control

Training & development

Security & safety

Cash handling

Tech proficiency

Administration

Tools

PMS software

Job description

As a Front Office Supervisor you play a pivotal role in ensuring the smooth functioning of the front desk, delivering excellent customer service, and upholding the reputation and standards of the hotel.

Job Scope Summary:

As a Front Office Supervisor, you are the first point of contact for guests and play a vital role in shaping guest overall experiences

Responsibilities:

• 1. Guest Services: Oversee all aspects of guest services, including check-in and check-out procedures, handling reservations, managing room assignments, raising courtesy amenities and ensuring guests' special requests are met.
• 2. Staff Management: To supervise front desk associate ensuring they adhere to hotel policies and provide exceptional customer service.
• 3. Problem Resolution: Responsible for addressing guest complaints and resolving issues promptly and effectively to ensure guest satisfaction, to escape to Guest Service Manager if it is unresolve.
• 4. Financial Management: Handle cash transactions, credit card processing, and billing inquiries.
• 5. Registration cards: To check & verify the details updated on the registration card of guest in the system tallies, credit card number matches the system & are Authorization only
• 6. Communication: Effective communication is essential in coordinating between different hotel departments, such as housekeeping, engineering and reservations, to ensure smooth operations and guest satisfaction.
• 7. Quality Control: To monitor the quality of service provided by front office associate, ensuring guests receive a warm welcome, efficient service, and personalized attention throughout their stay.
• 8. Training and Development: Provide ongoing training and coaching to front office associate to maintain high service standards and keep them updated on hotel policies and procedures.
• 9. Security and Safety: Responsible for ensuring the safety and security of guests and hotel property. This includes in responding to emergencies, guest personal data protection
• 10. Technology Management: Oversee the use of hotel management software systems for tasks such as check-in/check-out, reservations, and guest communication, ensuring associates are proficient in using these tools.
• 11. Administrative Duties: This includes maintaining accurate records, preparing reports, managing inventory of supplies, and handling administrative tasks related to front desk operations.