Front Office Supervisor

Role overview

Key responsibilities

• Lead shifts and coordinate staffing, arrivals, departures, briefings, and daily operations.
• Coach Front Office Agents, provide feedback, and identify development needs.
• Monitor service quality and guest feedback; resolve escalated concerns and coordinate service recovery.
• Oversee room allocations, inventory, VIP arrangements, special requests, cashiering, billing, and shift closures.
• Monitor occupancy and upselling; maintain guest profiles, records, and Opera PMS handovers.
• Improve procedures and team efficiency while maintaining privacy, security, safety, and luxury service standards.
• Support departmental performance monitoring, colleague development, and initiatives.

Experience and skills

• At least 3 years of Front Office experience in a 5-star luxury hotel or resort, including at least 1 year supervising or leading shifts.
• Advanced knowledge of Opera PMS, room inventory management, cashiering, and Front Office procedures.
• Experience leading shifts, coaching colleagues, and managing escalated guest situations.
• Knowledge of occupancy, room categories, upselling, and Front Office revenue opportunities.
• Strong English communication, decision-making, organization, attention to detail, and financial accuracy.
• Able to maintain service consistency under pressure and work shifts, weekends, and public holidays.
• Additional languages are advantageous; familiarity with Forbes Travel Guide or LQA standards is preferred.
• A Hospitality Management diploma or degree or related qualification is preferred.

Benefits

• Competitive tax-free salary and service charge; medical insurance, annual leave, flight benefits, and end-of-service gratuity.
• Accommodation, transportation, employee meals, and learning and career development opportunities.