Front Office Supervisor – Opus Hospitality
Opus Hospitality
Hospitality
Role Summary
The Front Office Supervisor at a hotel is responsible for leading and managing the front office team, including scheduling, training, and performance management. The role also involves overseeing front desk operations, resolving guest issues, and handling financial and administrative tasks related to front office functions.
Job Description
The role involves supervising, motivating, and managing the performance of the Front Office team, including Front Desk Agents and Guest Service Representatives. The incumbent assists with scheduling, training, shift management, and maintaining staff adherence to grooming standards and policies. They also act as the main point of contact for complex guest inquiries, resolve guest complaints, and monitor guest feedback to improve the guest experience. Additionally, the role oversees front desk operations including check-in, check-out, guest registration, room inventory, and reservation management. The person manages hotel management software and coordinates with other hotel departments to ensure room readiness. The role also handles financial and administrative duties such as billing accuracy, payment collection, cash handling, end-of-shift audits, record keeping, and managing front office supplies.
Job Requirements
A minimum of a High School Diploma or equivalent related experience is required.
An Associate's or Bachelor's Degree in Hospitality Management, Business Administration, or a closely related field is preferred.
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.
At least 1 year of experience in a leadership, supervisory, or senior agent role is essential.
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.
Multilingualism is a significant asset.
Proven ability to lead, motivate, and manage a small team efficiently.
Requires strong delegation, performance coaching, and conflict resolution abilities.
Proficiency in all front desk procedures, including efficient check-in/check-out processes, reservation management, and room inventory control.
Competency in cash handling, billing accuracy, payment processing, and end-of-shift reconciliation and auditing.
Must be capable of remaining calm and effective under pressure, making sound decisions quickly, especially during high-occupancy periods or emergency situations.
Quick Info
Company
Opus Hospitality
Location
Kuala Lumpur
Salary
MYR 2500 - 2800
Skills Required
2 skills
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Required Skills
Leadership
Front Office
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