Front Office Supervisor

COMO Metropolitan Singapore

Property: COMO Metropolitan Singapore
Position: Front Office Supervisor
Base Location: Singapore
Department: Front Office  
Reporting to: Front Office Manager


  • Supervise the daily operation of the Front Office Department, which includes Guest Relation Agents, Front Desk, Telephone Operator, and Driver/Bellperson.
  • Communicate with guests as per hotel policies and procedures to know their needs and concern daily. Create a preference log for the most repeated guests.
  • Implement Duty Rosters for each area to ensure all sections are sufficiently manned to deliver a consistent level of service as required by the hotel.
  • Ensure all the items required especially stationeries and guest supplies for the day and month are in stock at the Front Desk.
  • Set up in conjunction with the Assistant Front Office Manager, to ensure procedures are ready for all Front Office employee operations.
  • Be completely knowledgeable of room types, sales types, guest types, VIP codes, and room rates. Maintain an excellent knowledge of room layouts and features.
  • Monitor upsell program and ensure employees are promoting to designated guests on a day-to-day basis.
  • Be present at the Front Desk during guest arrivals and departures.
  • Conduct regular training sessions to ensure all Front Office employees can adequately perform all tasks.
  • Attend training programs as instructed by the manager.
  • Possess knowledge of all hotel fire and safety procedures.
  • Conduct daily briefing sessions to ensure Front Office employees are fully conversant with all areas of the hotel operation.
  • Liaise with the Housekeeping Department to ensure rooms are available and Vacant and Ready for arrival guests.
  • Coordinate with the bell person for the delivery and collection of guests’ luggage on their arrival and departure.
  • Assess guests’ complaints and problems by taking proper, prompt, and effective action to ensure the best possible satisfaction for our guests.
  • Obtain Front Office Log Book and take note of all daily happenings at the Front Desk (guest requests, complaints, etc.).
  • Ensure proper training is provided for Guest Service Assistants in handling all cashiering and reception functions (exchange foreign currency, account settlement, check-in guests, check-out guests, etc.)
  • Ensure that hotel credit limit procedures are adhered to and liaise with Accounts Department employees accordingly.
  • Check guest correspondence prior to arrival, and ensure any special request is followed up accordingly.
  • Ensure all reservations are entered into the Property Management System correctly and the correct room type is allocated prior to arrival.
  • Upsell hotel products with a view to maximise occupancy and average rate.
  • Check rooms blocked for all Very Important Person’s prior to their arrival and make sure all amenities are in place.
  • Liaise and inform department heads of concerns of any Very Important Person arriving at the hotel.
  • Ensure the daily tour excursion board is updated and the schedule is in place.
  • Messages, incoming faxes, and incoming mail are delivered promptly to guests.
  • Ensure all paperwork is done properly such as welcome letters, amenities special requests, departure notices including guest bills, excursion order confirmations, birthday cake orders, etc.
  • Ensure a proper shift handover, and cashiering closing duties are implemented.
  • Update Front Office Bulletin Board daily and brief all employees accordingly. 
  • Encourage and develop a good cordial working relationship (teamwork) among staff.
  • Assist with the recruitment, evaluation, and discipline of the Front Office employees.
  • Implement Duty Rosters for each area to ensure all sections are sufficiently manned to deliver a consistent level of service as required by the hotel.
  • Assist with mentoring, coaching, hiring, and discipline as needed to team members of the Front Office.