Front Office Supervisor | Giám sát lễ tân

Role

The Front Office Supervisor supports the daily operation of the Front Office, ensuring exceptional guest experiences, efficient team performance, and compliance with operational, financial, and brand standards. This role supervises Guest Assistants, oversees front office administration and cashiering functions, and assists the Front Office leadership team in delivering seamless luxury hospitality services.

Responsibilities

• Deliver exceptional guest service and ensure guest satisfaction at all times.
• Handle guest requests, concerns, and complaints promptly and professionally.
• Manage telephone operations, messages, mail, and correspondence.
• Process guest accounts, payments, cash, and credit card transactions accurately.
• Supervise daily Front Office operations and assign workloads effectively.
• Monitor and support Guest Assistants in performing their duties.
• Prepare operational and financial reports for management review.
• Monitor cash handling procedures and Front Office cash flow.
• Verify cashier transactions and ensure proper reconciliation at shift closing.
• Review paid-outs, rebates, petty cash transactions, and direct billings.
• Inspect arrival rooms and coordinate maintenance follow-up when required.
• Monitor and resolve housekeeping room discrepancies.
• Ensure adequate staffing levels and resource allocation for smooth operations.
• Assist in the recruitment, onboarding, training, and development of Guest Assistants.
• Conduct performance evaluations and provide regular coaching and feedback.
• Ensure compliance with company policies, procedures, and service standards.
• Conduct team briefings and communicate operational updates.
• Promote awareness of safety, security, and emergency procedures.
• Maintain cleanliness, organization, and readiness of all Front Office areas and equipment.
• Maintain up-to-date knowledge of resort facilities, services, and promotions.
• Attend required meetings, training sessions, and departmental briefings.
• Monitor attendance, timekeeping, and roster compliance.
• Support budget control and cost management initiatives.
• Perform other duties assigned by the Front Office Manager or Assistant Front Office Manager.

• Aman Global Complimentary Night Program.
• Shared-room with full board at the Colleagues' Cafeteria.
• Laundry service.
• 12 Annual Leave Days.
• 44 hours per week and 11 public holidays a year.
• PTI Health Care Package for Employee and Immediate Family Members.
• Competitive Remuneration Package.
• Learning and development programmes through Aman.
• Year-end Bonus.

• Diploma or higher qualification in Hospitality Management or a related field.
• Minimum 2 years of experience as a Front Office Supervisor within a luxury hotel, resort, or hospitality environment.
• Strong command of spoken and written English; additional languages are an advantage.
• Proficient in hotel systems, Microsoft Office, and telephone operations.
• Strong leadership, organizational, and team management skills.
• Excellent communication and interpersonal abilities.
• Guest-focused with a positive, energetic, and professional attitude.
• Strong attention to detail and problem-solving capabilities.
• Ability to manage multiple priorities in a fast-paced environment.
• Culturally aware and able to work effectively with diverse guests and colleagues.
• Professional grooming and presentation standards.

CV

Qualifications