Front Office Supervisor-Ji Hotel Orchard

H WORLD HOLDINGS SINGAPORE PTE LTD; Orchard (NE); On-site; USD 31,000 - 44,000; Full time

Job summary

H WORLD HOLDINGS SINGAPORE PTE LTD is seeking a Front Office Supervisor to oversee the daily operations of the Front Office team and ensure exceptional guest service. The role includes supervising staff, handling check-ins/outs, and coordinating with other departments to resolve issues.

The ideal candidate will be bilingual in English and Mandarin, possess strong leadership and communication skills, and be able to manage shifts including nights, weekends, and public holidays.

Qualifications

• Minimum 2 years of Front Office experience in a hotel environment.
• Fluent in English and Mandarin with strong verbal skills.
• Willing to perform supervisory and regular Front Desk duties as rostered.
• Familiar with hotel PMS systems such as Opera or Epitome.
• Able to work day/night shifts, weekends and public holidays.

Responsibilities

• Supervise and support the Front Office team to ensure smooth daily operations and guest service.
• Perform guest check-in/check-out, room assignments and billing when rostered.
• Manage guest feedback and complaints with prompt follow-up.
• Ensure adherence to hotel policies, grooming standards and procedures.
• Conduct on-the-job training and onboarding for Front Desk staff.
• Coordinate with Housekeeping, Engineering and other departments to handle guest requests.
• Oversee night audit procedures when on night duty.
• Prepare shift reports and handovers between shifts.
• Assist Front Office Manager in supervising daily operations.

Skills

Front Office supervision

Bilingual English Mandarin

Leadership

Guest service

Communication

Problem solving

Operational shift management

Tools

Opera PMS

Epitome PMS

Job description

Working Arrangement

• 5-day work week

• Up to 44 working hours per week

• Roster-based working schedule, including weekends and Public Holidays.

• The position will follow a mixed roster, consisting of both supervisory shifts and regular Front Desk operational shifts.

• Supervisory shifts may include:

  • Day Shift: 9:00 AM – 9:00 PM

  • Night Shift: 9:00 PM – 9:00 AM

• Other Front Desk shift timings may also be assigned according to the duty roster and operational requirements.

• Night shifts will be assigned when required based on hotel operational needs.

• Candidates must be flexible and willing to work different shifts, including weekends and Public Holidays.

Job Description

• Supervise and support the Front Office team to ensure smooth daily operations and excellent guest service.

• Perform regular Front Desk operational duties when rostered, including guest check-in, check-out, room assignments and billing.

• Manage guest feedback and complaints professionally and promptly, ensuring proper follow-up.

• Ensure all Front Office staff adhere to hotel policies, grooming standards and service procedures.

• Conduct on-the-job training for Front Desk staff and assist with the onboarding of new employees.

• Coordinate with Housekeeping, Engineering and other departments to handle guest requests and operational issues.

• Oversee night audit procedures when assigned to night duty.

• Prepare shift reports and ensure accurate and effective handovers between shifts.

• Support the Front Office Manager in supervising daily Front Office operations and managing the team.

• Assist in resolving operational issues and ensure service standards are consistently maintained.

Requirements

• Singapore Citizens and Permanent Residents (PR) only.

• Minimum 2 years of Front Office experience in a hotel environment.

• Fluent in both English and Mandarin, with strong verbal communication skills in both languages.

• Strong leadership, communication, interpersonal and problem-solving skills.

• Able to supervise, guide and support Front Office staff effectively.

• Able to work independently and perform well under pressure in a fast-paced hotel environment.

• Able to handle guest complaints and difficult situations professionally, calmly and tactfully.

• Familiar with hotel PMS systems such as Opera, Epitome or similar systems.

• Must be willing to perform both supervisory and regular Front Desk operational duties according to the roster.

• Must be willing and able to work day shifts, night shifts, weekends and Public Holidays according to operational requirements.

• Flexible with working hours and shift arrangements based on hotel operational needs.