Front Office Department Job Description & Competency Profile

JOB TITLE Front Office Supervisor

DIVISION/DEPARTMENT Front Office Department

DIRECT REPORT TO

INDIRECT REPORT TO

SUPERVISE Guest Service Agent, Guest Relation Officer

GRADE/LEVEL Supervisor

PREPARED BY

( )
APPROVED BY

( )

SUMMARY
1. Directs and Co-ordinate overall activities of the Front Office.
2. Responsible for the entire operation, staffing and equipment of the Front Office.

ROLES AND RESPONSIBILITIES

1. Prepares weekly staffing schedules, monitors staff attendance and assist in planning work
schedules.
2. Controls and verify occupancy forecasts and keep Hotel Manager, fully aware of the availability
situation in the Hotel, especially when approaching full house.
3. Maintains a Hotel log book on incidents, complaints etc. and refer them, if required to the
appropriate department for follow up action.
4. Prepares various monthly reports as required by Hotel Manager.
5. Handles and resolves all guest queries and complaints in an efficient manner and to establish an
amicable relationship with all clients and guests of the Hotel.

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JD-FO02-FRONT OFFICE SUPERVISOR
Front Office Department Job Description & Competency Profile

6. Co-ordinates with Sales & Marketing Manager to maximize revenue through efficient room and
sales control.

7. Liaises with Housekeeping Supervisor in scheduling room blockage for the general maintenance.

8. Co-ordinates with Chief Accountant for all credit arrangements including rebate.

COMPETENCIES REQUIRED
1. To maintain strong, professional relationships with the relevant representatives from competitor
hotels and other organizations, including tour operators and local travel agents.
2. Work well in teamwork and have leadership to make decision accurately.
3. To respond to changes in the Rooms function as dictated by the industry, company and hotel.

SKILLS AND KNOWLEDGE REQUIREMENTS

1. Must have good standard of personal grooming, attitude and etiquette especially towards the
guest(s).
2. Must have good product knowledge about hotel’s facilities and services.
3. Must have good communication and able to handle complaints.
4. Must be able to satisfy the guest’s needs and fulfill guest’s satisfaction.
5. Troubleshoot emergencies/problem-solving skills.
6. Have positive attitude and able to enhance her/his team’s performance.
7. Proficiency in English.

LIMITS OF AUTHORITY
Work under the coordination and approval of the General Manager as defined in the organization
structure.

CONFIDENTIALITY
The company requires that you will not either during or after your employment divulge any information
about the company or its customers and guests to any third party without written authorisation from the
General Manager of the company

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JD-FO02-FRONT OFFICE SUPERVISOR