Job Description

• Manage arrivals and departures of everyone visiting our hotel
• Provide exceptional guest service by responding to guest requests efficiently and courteously
• Maintain a high level of professionalism and accuracy with all accounting functions
• Communicate with housekeeping, reservations and maintenance departments to ensure all guest requests and needs are met.
• perform rotation duties as assigned including night audit.
• Actively resolve guest issues and challenges presented on shift
• To print all contingency reports, i.e. arrivals, departures, Guest’s In-house and Guest ledger balance, at the beginning of every shift. This will be filed in the respective files as a backup In-case of system failure.
• Correctly performing Forex exchanges as per the set standard
• To efficiently check out guests and receive any payments related to their stay while transferring the city ledger bills to the respective company and attaching the correct correspondences
• Ensure all the departed rooms have been checked out from the system, retrieve the key cards from the guest and issue a check out pass
• Attending to calls, both internal and external as per the set hotel standards.
• Action the housekeeper’s report immediately, reporting any discrepancies to the GSS and pass it to the housekeeping for investigations and follow up.

Qualifications

• Good knowledge of Micros, Fidelio or Opera
• Minimum 2 years of experience in a front desk or guest services role
• Diploma or degree in Hospitality Management

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• The Front Office Supervisor assists in the smooth and efficient operation of the Front Office department, ensuring that all guests receive professional, friendly, and personalized service from arrival to departure. The role involves supervising the team, handling guest concerns, ensuring brand standards are upheld, and supporting the management team in daily operations.

Key Responsibilities:

Guest Service & Operations

• Supervise day-to-day Front Office operations, including check-in, check-out, and room assignments.
• Ensure that all guests are greeted warmly and assisted promptly in line with Accor service standards.
• Handle guest requests, feedback, and complaints courteously and efficiently.
• Support the implementation of ALLSAFE and other Accor service and safety programs.
• Ensure VIP arrivals and special requests are communicated and handled seamlessly.

Team Supervision & Training

• Supervise and guide the Front Desk, Guest Relations, and Bell teams during shifts.
• Conduct briefings and ensure staff are informed about hotel activities, occupancy levels, and special events.
• Coach and develop team members to enhance service delivery and performance.
• Ensure grooming, communication, and performance standards are consistently maintained.

Administration & Systems

• Monitor and review shift reports, cash float management, and night audit accuracy.
• Ensure accurate recording and follow-up of guest preferences, profiles, and billing.
• Assist in preparing duty rosters, leave schedules, and attendance records.
• Liaise with Housekeeping, Reservations, and other departments to ensure smooth coordination.

Financial & Business Awareness

• Promote upselling of rooms, packages, and services to maximize revenue.
• Support management in monitoring departmental expenses and cost control.
• Contribute to guest satisfaction and loyalty targets as per Accor KPIs.

Health, Safety & Compliance

• Ensure a clean, safe, and organized front desk area at all times.
• Comply with hotel security, fire regulations, and all health and safety legislation.
• Maintain confidentiality of guest and company information.

Qualifications

• Diploma or degree in Hospitality Management or related field.
• Minimum 2 years’ experience in Front Office operations, with at least 1 year in a supervisory role.
• Proficient in PMS (Opera Cloud preferred) and Microsoft Office applications.
• Strong leadership, communication, and interpersonal skills.
• Excellent problem-solving and guest recovery abilities.
• Fluency in English; additional languages are an advantage.