The Front Desk Supervisor is responsible for leading and supervising all daily operations at the Front Desk to ensure seamless, efficient, and guest-focused service.  This role supports the Front Office team, handles guest concerns, coordinates interdepartmental communication, and upholds hotel standards and procedures.

Responsibilities:

1. Supervise daily Front Desk operations including check-in/out processes, team assignments, and guest service quality in accordance with hotel standards.
2. Coach and support team members through real-time feedback, scheduling, grooming checks, and task delegation.
3. Handle guest complaints and requests promptly, ensuring timely follow-up and guest satisfaction.
4. Collaborate with Housekeeping, Reservations, and Accounting to ensure room readiness, billing accuracy, and operational coordination.
5. Monitor Front Desk resources and supplies, maintain proper documentation, and represent the department in internal meetings as required.

Requirements

1. Educational background in Hospitality or related field (Degree in Hotel Management preferred).
2. Proven experience in a Front Office role; supervisory or team lead experience is highly desirable.
3. Excellent communication skills in English (spoken and written); fluency in a second language is a plus.
4. Strong knowledge of hotel systems and operations; prior experience with OPERA PMS is an advantage.
5. High attention to detail, ability to lead a team, and capable of managing guest situations with professionalism and empathy