Front Officer Supervisor at Hotel Capitol

About the Role

The Front Desk Supervisor oversees daily front office operations to ensure smooth check-in, check-out, guest satisfaction, and efficient handling of all front desk activities. The role ensures excellent customer service, proper staff coordination, and high operational standards at all times.

Key Responsibilities

Front Desk Operations

• Supervise daily front desk activities including check-in, check-out, room assignments, reservations, and guest inquiries
• Ensure all front office procedures and policies are followed strictly
• Handle guest complaints, feedback, and special requests professionally and efficiently
• Monitor front desk cash handling, billing, and payment processes
• Maintain accurate reports, logs, and records for front office operations

Team Supervision

• Schedule, train, and supervise front desk staff to ensure excellent service delivery
• Conduct briefings, pass-down notes, and ensure proper communication within the team
• Monitor staff performance, grooming, and adherence to hotel standards
• Support staff during busy shifts and ensure adequate shift coverage

Customer Service

• Ensure all guests receive exceptional service from arrival to departure
• Resolve escalated issues promptly with professionalism
• Coordinate with other departments (Housekeeping, Maintenance, Security, Kitchen, etc.) to meet guest needs

Administrative Tasks

• Prepare daily occupancy reports, revenue summaries, and handover notes
• Assist in implementing hotel policies, SOPs, and quality standards
• Monitor lobby cleanliness, ambience, and guest service areas

Requirements & Skills

• Diploma or degree in Hospitality/Business Management or related field
• Minimum 2–3 years front desk or customer service experience (hotel experience preferred)
• Strong communication, leadership, and interpersonal skills
• Proficiency in hotel reservation systems (e.g., Opera, Cloud PMS)