Front Office Supervisor

Front Office Operations

• Supervise day-to-day front desk activities including check-in, check-out, room allocation, and billing
• Ensure compliance with IHG brand standards, SOPs, and service culture
• Monitor VIP arrivals, group check-ins, and special guest requests
• Ensure accurate handling of cash, billing, and night audit coordination

Guest Experience

• Deliver warm, efficient, and personalized guest service at all times
• Handle guest complaints and service recovery professionally and promptly
• Build strong guest relationships to encourage repeat business and positive reviews
• Ensure lobby and front desk areas are clean, organized, and welcoming

Team Supervision & Training

• Supervise, guide, and motivate Front Office Associates
• Assist in training new team members on systems, procedures, and service standards
• Prepare duty rosters and ensure adequate staffing levels
• Conduct daily briefings and ensure effective communication

Coordination & Administration

• Coordinate closely with Housekeeping, Engineering, Sales, and Security teams
• Maintain accurate guest records in PMS (Opera or similar)
• Assist in upselling rooms, IHG One Rewards enrollment, and promotions
• Prepare reports as required by management

Safety & Compliance

• Ensure adherence to hotel safety, security, and emergency procedures
• Maintain confidentiality of guest and hotel information

Qualifications & Skills Education

• Graduate or Diploma in Hotel Management or related field preferred

Experience

• 1–3 years of experience in Front Office operations, preferably in a branded hotel
• Prior supervisory experience is an advantage

Skills & Competencies

• Strong communication and interpersonal skills
• Excellent guest-handling and problem-solving abilities
• Knowledge of PMS (Opera preferred)
• Leadership and team management skills
• Ability to work flexible shifts, including nights and holidays
• Professional grooming and positive attitude