Front Office Supervisor

CAPELLA HOTEL, SINGAPORE; Singapore; On-site; SGD 48,000 - 64,000; Full time

Job summary

Capella Hotel, Singapore is seeking a Front Office Supervisor to assist the Duty Manager in managing Front Office operations, responding to guest needs, and upholding service standards in a luxury setting.

You will supervise shift activities, coordinate front desk tasks, and ensure accurate room status while delivering personalized guest experiences and upholding the brand's standards.

Qualifications

• Possess a hospitality-related diploma or degree and relevant front-office experience.
• Minimum 3 years in Front-of-House at luxury hotels or resorts.
• Knowledge of Opera Cloud and front office systems.
• Demonstrates strong problem-solving and multitasking abilities.
• Thrives under pressure in fast-paced luxury environments.
• Ability to interact with culturally diverse guests.

Responsibilities

• Supervise start-of-shift and end-of-shift activities and team routines.
• Oversee guest services to ensure adherence to standards and procedures.
• Coordinate daily front office operations for efficiency and accuracy.
• Plan resources and assign work to team members; maintain room status accuracy.
• Handle guest concerns, provide service recovery, and upsell where appropriate.
• Assist with VIP check-ins/check-outs and smooth handovers between shifts.

Skills

Excellent problem-solving skills

Opera Cloud knowledge

Education

Hospitality-related Diploma or Degree

Tools

Opera Cloud

Job description

Position Overview

The Front Office Supervisor assist the Duty Manager to manage Front Office operations, monitors service responses, provides information and recommendations to guests, and resolves guest concerns and feedback. The individual maintains accurate room status information, handles operational irregularities review the team's training needs, and implementing training plans.

The Role

Manage Front Office Operations

• Supervise and perform start-of-shift and end-of-shift activities
• Supervise team's delivery of guest services to ensure adherence to organisational standards and procedures
• Coordinate daily front office activities to ensure operational efficiency
• Plan resources and allocate work assignments to team members
• Maintain accurate room status information
• Manage room inventory
• Handle and resolve irregularities and guest concerns and feedback related to front office operations, and provide service recovery
• Supervise upselling and suggestive selling procedures to maximise hotel revenue
• Assist in the check-ins and check-outs of VIP guests and large groups
• Personally meet, greet, escort, and provide fond farewell to as many special attention guests and repeat guests as possible
• Ensure that the reception is never left unmanned and in a tidy and organized state
• Ensure effective communication during handover and takeover and review all information pertaining to the day's operations
• Oversee room assignments to ensure that they are in accordance with guest preference and request
• Verify and analyse operations reports and guest statistics for management updates
• Identify training needs and implement training plans to enhance team capabilities
• Inspect grooming and attire of team to ensure impeccability

Drive Service and Operational Excellence

• Monitor and facilitate service responses to guests' requests to ensure timely and appropriate follow-up
• Provide information and recommendations to guests on property's amenities, services, and tourism-related activities
• Resolve guests' concerns and feedback to ensure guest satisfaction
• Build rapport with guests to enhance service experience
• Propose improvements to enhance operational efficiency and guest experience

Talent Profile

• Possess a hospitality-related Diploma or Degree
• 3 years of experience in Front-of-House role at luxury hotel or resorts
• Knowledge of Opera Cloud
• Excellent problem-solving skills
• Work well under pressure in a fast-paced environment
• Able to interact with culturally diverse guest