Front Office Supervisor

YOUR DAY TO DAY 

People

• Supervise and support the Front Desk team, leading shifts with composure and care

• Provide training, delegate tasks and conduct performance evaluations to maintain high standards of service

• Oversee daily front office operations, including check-ins, check-outs and room assignments

• Ensure adherence to hotel policies and procedures, and manage any operational issues that arise

• Collaborate with Housekeeping, Engineering and Food & Beverage to ensure a seamless guest experience, and address any issue affecting service delivery and guest satisfaction

• Monitor and evaluate front desk operations and guest feedback to identify areas for improvement

• Implement and oversee service standards and best practices to enhance the guest experience

• Assist with administrative tasks such as scheduling, reporting and inventory management

Financial

• Ensure all financial aspects follow protocol, including cash handling, transactions, guest payments and reports

• Supervise guest cashiering and recommend adjustments where needed

• Maintain accurate records of guest interactions, financial transactions and departmental performance

• Manage email correspondence related to cashiering

• Monitor the resolution of issues and expenses related to operational supplies to ensure maximum effectiveness and efficiency

• Maintain proper inventory levels, managing the cost of supplies and labour

• Participate in the planning of departmental goals as they relate to the wider hotel strategy

Guest Experience

• Welcome and acknowledge every guest warmly and sincerely

• Proactively and genuinely collect guest preferences, and manage reservations and personalised service around them

• Supervise the guest arrival and departure experience delivered by Front Desk Agents

• Oversee all aspects of the front office to ensure exceptional guest experiences

• Pursue guest requests and deliver them in line with Regent’s service philosophy

• Handle guest complaints and issues with optimal resolutions that restore satisfaction and guest contentment

• Curate unique luxury experiences in service and ambience, tailored to exceed expectations and create unforgettable moments of delight

• Stay informed about hotel promotions to offer guests relevant suggestions

• Understand and anticipate guest needs, taking proactive measures to meet them and striving to exceed expectations

Responsible Business

• Support our commitment to responsible business by ensuring efficient, ethical operations within the front office

• Manage resources effectively, promote sustainability, and uphold the hotel’s policies and values

• Follow company safety and security procedures, including emergency procedures

Accountabilities

• Effective supervision and support of Front Desk colleagues

• High-quality handling of guest requests and issue resolution

• Efficient management of daily front office operations

• Accurate and timely completion of administrative tasks

• Coordination with other departments to ensure seamless service delivery

WHAT WE NEED FROM YOU 

To thrive in this role and bring poise and precision to the guest journey, you'll need:

• Diploma, bachelor’s degree, vocational certificate or equivalent

• 1 to 2 years’ experience in Front Office at a 5-star hotel or resort, preferably within luxury properties

• Excellent communication and problem-solving abilities

• Strong interpersonal skills, with organisational and multitasking abilities

• Familiarity with OPERA or other hotel booking systems

• Leadership skills and the ability to work as part of a team

• A genuine commitment to exceptional guest service

• Fluent English required; other languages an advantage

This position is only open to Malaysian citizens, permanent residents and spouse visa holders with the legal right to work in Malaysia.