Front Office Supervisor / Duty Manager

What’s the Job?

As Front Office Supervisor / Duty Manager at Rêve HCMC, you are a key ambassador of the hotel — ensuring seamless daily operations while inspiring your team to deliver personalized, memorable experiences for every guest.

You’ll oversee front office performance, support guest relations, and take charge during your shift as the hotel’s management representative. With genuine care and attention to detail, you’ll help ensure every guest interaction reflects the artistry, warmth, and sophistication of Rêve HCMC, Vignette Collection by IHG.

Your Day to Day

People

Lead, motivate, and support the Front Office and Guest Experience team to deliver exceptional service.

Conduct shift briefings and communicate operational updates, VIP arrivals, and special events.

Supervise check-in, check-out, cashiering, and reservation activities to ensure smooth, efficient processes.

Provide ongoing coaching, feedback, and on-the-job training to enhance team performance.

Monitor team grooming, behavior, and service delivery to uphold Rêve and IHG brand standards.

Support manpower planning, scheduling, and team development initiatives.

Guest Experience

Create a welcoming, intuitive, and personalized arrival and departure experience for all guests.

Respond promptly to guest feedback and complaints, ensuring resolution and follow-up with empathy and professionalism.

Recognize VIPs, IHG One Rewards members, and repeat guests, ensuring personalized attention and recognition.

Liaise with other departments (Housekeeping, F&B, Engineering, Security) to ensure seamless service delivery.

Maintain a visible presence in the lobby, anticipating guest needs and ensuring every detail of their stay feels cared for.

Handle special requests, guest amenities, and room allocations, ensuring memorable experiences.

Support Guest Experience initiatives and service recovery programs to drive satisfaction and loyalty.

Financial

Oversee daily cashiering operations, billing accuracy, and compliance with hotel credit and cash handling policies.

Supervise the night audit process and review daily reports for accuracy.

Support the Front Office Manager and Finance team in monitoring departmental budgets, upselling initiatives, and revenue opportunities.

Ensure team members apply approved sales techniques and maximize revenue through room upgrades and promotions.

Responsible Business

Ensure all front office operations comply with IHG standards, local regulations, and safety procedures.

Maintain control of room keys, guest privacy, and sensitive information.

Act as Manager on Duty, overseeing hotel operations, handling emergencies, and making operational decisions as required.

Ensure all incidents, maintenance issues, and guest concerns are logged and communicated to relevant departments.

Foster sustainability through efficient use of resources and support for IHG’s “Journey to Tomorrow” goals.

Accountability

This role supervises the day-to-day Front Office operations, including reception, concierge, bell desk, and guest experience functions. You will act as the primary contact for guests and staff during your shift, ensuring high service standards and smooth operations across the hotel.

How do I deliver this?

We genuinely care about people and we show this through living out our promise of True Hospitality each and every day. It’s what connects every colleague in all IHG hotels.

Each IHG hotel brand delivers True Hospitality in their own way, and at the heart of it all are specific, core service skills.

True Attitude: being caring, wanting to make a positive difference, and building genuine connections with guests

True Confidence: having the knowledge and skills to perform your role, and giving guests the confidence that they can trust you, to help and support them during their stay

True Listening: focusing on what your guest is saying, picking up on body language that is often overlooked, and understanding what the guest wants and needs

True Responsiveness: is about providing guests with what they need, and doing so in a timely and caring manner

There’s so much more to the job than we can capture here. It’s simply about creating great experiences, doing the right thing and understanding people.

Bachelor’s Degree or Diploma in Hospitality or related field.

Minimum 2–3 years of Front Office or Guest Service experience, including at least 1 year in a supervisory or Duty Manager role in a 4- or 5-star hotel.

Strong knowledge of Opera PMS and front office operations.

Excellent communication and leadership skills, with fluency in English and Vietnamese.

Proactive problem-solver with a natural sense of care and confidence.

Detail-oriented, organized, and calm under pressure.

Pre-opening experience and familiarity with boutique or lifestyle hotels are strong advantages.