Front Office Supervisor NUSTAR

Department

Front Office

Employee Type

Probationary

Job Responsibilities

Shift Supervision:

• Oversee daily operations during assigned shifts.
• Ensure the front office team is well-prepared and adequately staffed.
• Manage guest check-ins, check-outs, and inquiries.
  
  

• Provide exceptional customer service and resolve guest issues or special requests.
• Handle complaints efficiently to ensure guest satisfaction.
• Coordinate with other hotel departments to meet guest needs.
  
  

• Supervise front desk staff, including receptionists and concierges.
• Conduct shift briefings and debriefings for smooth transitions.
• Maintain a professional atmosphere at the front desk.
  
  

• Assist with room reservations, ensuring accuracy in bookings.
• Collaborate with management to optimize room occupancy based on preferences.
• Assists and take over room assignment duties in the absence of Rooms Controller.
  
  

• Monitor billing accuracy and payment collection processes.
• Handle cash and credit card transactions per hotel policies.
• Reconcile cash registers at shift end.
  
  

• Train and mentor front desk staff to enhance their skills.
• Provide ongoing coaching and feedback to team members.
  
  

• Utilize hotel management software for operational tasks.
• Troubleshoot technical issues related to front office systems.
  
  

• Maintain effective communication with other departments (housekeeping, maintenance, etc.).
• Prepare shift reports for management review.
  
  

• Implement security protocols and emergency procedures.
• Ensure the safety of guests and employees during shifts.
  
  

• Ensure adherence to hotel policies, procedures, and local regulations.
• Stay updated on hospitality laws relevant to operations.
  
  

• Complete other duties as assigned.
  
  

• University graduate preferred but not required.
• Previous experience in a supervisory role within a front office setting is essential.
• Strong interpersonal skills, problem-solving abilities.
• Conversant and fluent in English (oral and written), other languages preferred.
• Flexibility to work on weekends, public holidays and occasional long shifts.