Job Description

1. Staff Supervision & Leadership

• Supervise, motivate, and manage the performance of the Front Office team (e.g., Front Desk Agents, Guest Service Representatives).
• Assist with scheduling, shift management, and ensuring adequate staffing levels at all times.
• Conduct shift briefings and debriefings to ensure seamless communication and transitions.
• Assist in the training and continuous coaching/mentoring of new and existing front desk staff.
• Ensure all staff adhere to grooming standards, policies, and procedures.

2. Guest Services & Relations

• Act as a main point of contact for complex guest inquiries, special requests, and escalated complaints.
• Proactively resolve guest issues and complaints promptly and professionally to ensure high guest satisfaction.
• Monitor guest feedback and work to continuously improve the guest experience.
• Ensure all team members are providing excellent, courteous, and attentive customer service.

3. Front Desk Operations

• Oversee and participate in all front desk activities, including efficient check-in, check-out, and guest registration processes.
• Manage room inventory, reservations, and room assignments to maximize occupancy and accommodate guest preferences (e.g., non-smoking, room type).
• Monitor and operate hotel management software (PMS) and troubleshoot technical issues.
• Coordinate with other hotel departments (Housekeeping, Maintenance, F&B) to fulfill guest needs and ensure room readiness.

4. Financial & Administrative Duties

• Monitor and ensure the accuracy of all billing, payment collection, and cash handling procedures.
• Perform end-of-shift audits and balance cash drawers/tills.
• Maintain accurate records and reports, including daily shift reports, occupancy reports, and cash reconciliation.
• Manage front office supplies inventory and place orders as needed.

Job Requirements

1. Education and Experience

• Education: A minimum of a High School Diploma or equivalent related experinece is required. A preferred qualification is an Associate's or Bachelor's Degree in Hospitality Management, Business Administration, or a closely related field.
• Required Experience: Candidates must have a minimum of 2-3 years of proven experience in a busy front office or customer service role, preferably within the hospitality industry (e.g., hotel, resort).
• Supervisory Experience: At least 1 year of experience in a leadership, supervisory, or senior agent role is essential, demonstrating the ability to successfully train, mentor, and manage a team.

2. Key Skills and Proficiencies

• Service & Communication: Must possess exceptional written and verbal communication skills. Superior guest resolution skills and the ability to professionally handle complex complaints are critical. Fluency in the local language is required, and multilingualism is a significant asset.
• Leadership: Proven ability to lead, motivate, and manage a small team efficiently. Requires strong delegation, performance coaching, and conflict resolution abilities.
• Operational: Proficiency in all front desk procedures, including efficient check-in/check-out processes, reservation management, and room inventory control.
• Financial Acumen: Competency in cash handling, billing accuracy, payment processing, and end-of-shift reconciliation and auditing.
• Problem-Solving: Must be capable of remaining calm and effective under pressure, making sound decisions quickly, especially during high-occupancy periods or emergency situations.

Skills