Front Office Supervisor

Hilton; West Coast Division; On-site; MYR 60,000 - 90,000; Full time

Job summary

Hilton Sabah, West Coast Division, is seeking a Front Office Supervisor to oversee daily front desk operations, guest services, check-in/check-out, and uphold the hotel's service standards. Lead a team of front desk agents and guest service representatives, resolve guest concerns, promote guest satisfaction, and ensure an elevated VIP experience with strong PMS proficiency and English communication.

This role requires flexible hours, leadership, and a passion for hospitality in a dynamic hotel

Qualifications

• Experience in front office or guest service management in hospitality.
• Strong leadership and people management abilities.
• Excellent communication and guest-centric approach.
• Proficiency with hotel PMS and front office operations.
• Strong problem-solving and attention to detail.

Responsibilities

• Oversee daily front office operations: Overseeing Front Office activities, including guest service, registration, room inventory, and adherence to policies and standards
• Monitor and elevate service: Assist in tracking guest satisfaction, addressing service issues, and guiding the team to implement improvements that enhance the guest experience
• Support revenue initiatives: Assist in promoting hotel services and executing up-selling tactics to drive room occupancy and revenue growth
• Facilitate team knowledge: Provide regular updates and training to ensure the team is well-informed of hotel offerings, services, and local attractions
• Delight our guests: Welcome guests, respond to inquiries, and resolve concerns promptly to uphold service standards
• Oversee VIP guest experience: Review VIP reservations and ensure an elevated and seamless check-in and check-out experience
• Inspire and develop the team: Supervise and support front office team members, monitor performance, provide coaching, and foster a positive and productive work environment
• Proficiency in English; additional languages are a plus.

Skills

Front Office Management

Leadership

Guest Service Excellence

Communication Skills

PMS Proficiency

English Proficiency

Tools

PMS

Job description

Job Identification: 221152

Job Category: Guest Services, Operations, and Front Office

Job Schedule: Full time

You will manage the daily operations of the front office and guest services teams, ensuring that all guests receive outstanding service. You will manage check-in and check-out processes, resolve guest concerns, and lead a team of front desk agents and guest service representatives to meet the hotel’s service standards. As a Front Office Supervisor, you’re not just managing daily front office operations – you’re spreading the light and warmth of hospitality by delivering memorable experiences that make the stay for every guest.

• Oversee daily front office operations: Overseeing Front Office activities, including guest service, registration, room inventory, and adherence to policies and standards

• Monitor and elevate service: Assist in tracking guest satisfaction, addressing service issues, and guiding the team to implement improvements that enhance the guest experience

• Support revenue initiatives: Assist in promoting hotel services and executing up-selling tactics to drive room occupancy and revenue growth

• Facilitate team knowledge: Provide regular updates and training to ensure the team is well-informed of hotel offerings, services, and local attractions

• Delight our guests: Welcome guests, respond to inquiries, and resolve concerns promptly to uphold service standards

• Oversee VIP guest experience: Review VIP reservations and ensure an elevated and seamless check-in and check-out experience

• Inspire and develop the team: Supervise and support front office team members, monitor performance, provide coaching, and foster a positive and productive work environment

• Proven experience in a front office or guest service management role within the hospitality industry.

• Strong leadership and team management skills, with the ability to inspire and motivate staff.

• Excellent communication and interpersonal skills, with a guest-centric approach.

• Strong problem-solving abilities and attention to detail, with the ability to handle high-pressure situations.

• Proficiency in hotel property management systems (PMS) and front office operations.

• Proficiency in English; additional languages are a plus.

• Ability to work flexible hours, including nights, weekends, and holidays.