Supervisor, Front Operation

• Experience: Minimum 3–5 years in Front Office, including prior supervisory experience
• Leadership: Strong coordination and team management skills
• Technical Skills: Proficient in hotel Property Management Systems (e.g., Opera)
• Languages: Fluent in English; proficiency in Cantonese or Mandarin is an advantage

Supervisor, Front Operations: Key Responsibilities

A Front Operations Supervisor serves as the primary link between the frontline staff and management. They focus on maintaining the flow of the lobby and ensuring that service standards are met in real-time.

• Floor Supervision: Actively overseeing the Front Desk, Concierge, and Bell Desk during the shift to ensure guests are attended to promptly.
• Queue Control: Managing guest flow during peak check-in and check-out periods, reassigning staff as needed to minimize wait times.
• Handover & Briefing: Conducting shift handovers to ensure all pending guest requests, room status updates, and VIP arrivals are communicated to the incoming team.
• Inter-departmental Liaison: Working closely with Housekeeping to prioritize room cleaning for early arrivals and coordinating with Maintenance for urgent room repairs.

• Service Recovery: Stepping in to resolve guest concerns or complaints at the desk before they escalate to higher management.
• VIP Arrival Support: Personally welcoming VIP guests and ensuring their specific preferences and amenities are in place upon arrival.
• Personalized Service: Encouraging the team to capture guest preferences (e.g., pillow types, floor preferences) and recording them accurately in the guest profile.

• System Accuracy: Ensuring all check-ins, check-outs, and room moves are processed correctly in the Property Management System (e.g., Opera).
• Cash & Billing Oversight: Verifying shift closures, managing the house bank, and ensuring all guest billing is accurate and supported by proper documentation.
• Room Inventory Management: Monitoring room availability and coordinating with the Reservations team to manage overbooking or specific room assignments.
• Administrative Reporting: Preparing daily reports, including discrepancy logs, high-balance reports, and shift activity summaries.

• On-the-Job Coaching: Providing immediate guidance to Guest Service Agents on upselling techniques, telephone etiquette, and system navigation.
• Grooming & Professionalism: Monitoring and enforcing staff grooming standards and uniform compliance.
• Safety & Security: Ensuring the team follows protocols for guest privacy, key control, and emergency procedures (e.g., fire alarms or medical emergencies).
• Equipment Maintenance: Ensuring all front-office equipment (key encoders, printers, and scanners) is functional and reporting any malfunctions.
• Annual Leave
• Medical and Hospitalisation Leave
• EPF
• SOCSO