Hotel Front Desk Supervisor

Job Overview:

We are seeking a highly motivated and detail-oriented Hotel Front Desk Supervisor to join our team in Hong Kong. In this role, you will be responsible for overseeing the day-to-day operations of the front desk, ensuring efficient and smooth guest check-in and check-out processes. Additionally, you will manage a team of front desk agents, ensuring they deliver exceptional customer service and maintain high performance standards. Your efforts will directly contribute to ensuring the highest level of guest satisfaction, all while upholding the hotel’s standards and fostering a welcoming atmosphere for all guests.

Key Responsibilities:

• Guest Check-In/Check-Out: Supervise and assist in the check-in and check-out process, ensuring a smooth and efficient experience for guests. Additionally, you will ensure that all guest requests are handled promptly, maintaining a seamless flow of operations throughout their stay.

• Team Leadership: Lead, motivate, and manage a team of front desk agents to deliver exceptional guest service while maintaining high performance standards. In addition, you will provide ongoing support and training to ensure staff are equipped to meet the evolving needs of guests and contribute to the hotel’s overall success.

• Customer Service Excellence: Address guest inquiries, resolve complaints, and ensure that all guest concerns are handled professionally and promptly. Additionally, you will proactively anticipate guest needs, ensuring a seamless and enjoyable experience throughout their stay.

• Operational Oversight: Oversee the daily operations of the front desk, ensuring all tasks are completed accurately and in a timely manner, including room assignments, reservations, and guest billing. Furthermore, you will coordinate with other departments to ensure smooth operations and enhance the overall guest experience.
• Training & Development: Provide guidance and training to front desk staff to meet hotel standards and enhance their guest service skills. Additionally, support ongoing staff development for improved performance.
• Collaboration: Coordinate with housekeeping, maintenance, and other departments to ensure guest requests and needs are met. Additionally, work closely with all teams to ensure the hotel operates smoothly and efficiently, providing a seamless guest experience.

• Administrative Support: Assist in managing front desk operations, including overseeing daily reports, cash handling, and maintaining proper guest records and logs. Furthermore, you will ensure that all documentation is accurate and up to date, supporting the smooth functioning of the front desk.

• Guest Experience: Monitor guest satisfaction levels and identify opportunities to enhance their experience. Additionally, ensure that hotel policies and procedures are consistently followed to maintain high standards of service and guest comfort.

• Emergency Response: Be prepared to handle emergencies and address guest concerns promptly. Additionally, ensure that all actions are in line with hotel policies and safety procedures to ensure the well-being of guests and staff.

Essential Skills And Experience:

•  High school diploma or equivalent; Bachelor’s degree in Hospitality Management or related field preferred.
• At least 2-3 years of experience in front desk operations or guest services in the hospitality industry, with a minimum of 1 year in a supervisory or leadership role.
• Strong leadership and team management skills.
• Excellent communication and interpersonal skills.
• Proficiency in hotel management software (e.g., Opera, Fidelio, or similar systems).
• Knowledge of check-in/check-out processes and reservation systems.
• Exceptional problem-solving skills and the ability to remain calm under pressure.
• Ability to multitask and prioritize in a fast-paced environment.
• Fluency in English and Cantonese (Mandarin is a plus).
• Strong organizational and time-management skills.
• Positive attitude with a focus on guest satisfaction.
• Attention to detail and high standards of customer service.
• Flexibility to work various shifts, including evenings, weekends, and public holidays.

Why Join Us:

• Impactful Role: Play a key part in creating an outstanding guest experience and ensuring smooth hotel operations.
• Career Growth: Opportunities for professional development and career advancement within the hospitality industry.
• Dynamic Environment: Work in a fast-paced, collaborative hotel environment with a dedicated team.
• Competitive Benefits: Attractive salary and benefits package tailored to the Hong Kong market.

If you are passionate about retail merchandising and keen to make an impact, apply now to join our team!

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