Resort Host Supervisor

Role Overview

Front Office Operations & Supervision

• Supervise daily front office operations including check-in, check-out, and guest services.
• Ensure smooth shift handovers and operational continuity.
• Monitor room allocations in coordination with Housekeeping and Reservations.
• Ensure accuracy of billing, cash handling, and system updates.

Team Leadership & Development

• Lead, guide, and support Resort Hosts during daily operations.
• Conduct shift briefings and ensure clear communication of priorities.
• Provide on-the-job coaching and feedback to improve service delivery.
• Support training and onboarding of new team members.
• Monitor grooming, discipline, and adherence to SOPs.

Guest Experience & Relations

• Ensure all guests receive a seamless and personalised arrival and departure experience.
• Handle guest feedback, concerns, and complaints professionally and effectively.
• Support VIP arrivals, special requests, and high-profile guest handling.
• Ensure guest needs are anticipated and exceeded wherever possible.

Coordination & Communication

• Liaise closely with Housekeeping, Concierge, and F&B teams to ensure smooth operations.
• Communicate guest preferences and operational updates effectively across departments.
• Support efficient flow during peak periods and high occupancy situations.

Service Excellence

• Maintain and uphold Banyan Tree luxury service standards at all times.
• Ensure consistency in guest interactions and operational delivery.
• Lead by example in professionalism, attitude, and guest engagement.

Administration & Reporting

• Support daily front office reporting, audits, and shift handovers.
• Ensure accurate data entry and compliance with PMS systems.
• Assist with scheduling inputs and operational planning where required.

Health, Safety & Compliance

• Ensure compliance with all front office procedures and brand SOPs.
• Maintain guest data confidentiality and payment security standards.
• Follow all safety, security, and emergency procedures.

Qualifications & Experience

• Minimum 2 3 years experience in front office operations in a luxury hotel or resort.
• Previous supervisory experience preferred.
• Strong knowledge of front office procedures and guest service standards.
• Experience with PMS systems (Opera or similar) required.
• Excellent spoken English; additional languages are an advantage.

Competencies

• Strong leadership and team management skills
• Guest-centric and service-driven mindset
• Excellent communication and interpersonal skills
• Ability to remain calm under pressure
• Strong organisational and multitasking ability
• Problem-solving and decision-making capability
• Attention to detail and operational discipline
• Professionalism and integrity