Front Office Supervisor at Domeo Resources International (DRI)

Direct Reports: Receptionist, Guest Relations/Reservation Officer    

Main Function    

The Front Office Supervisor supports the Front Office Manager in ensuring smooth and efficient front desk operations, while upholding exceptional standards of luxury hospitality. This role oversees daily guest interactions, staff coordination, lobby presentation, and service delivery to guarantee every guest receives a refined, seamless, and memorable experience.    

Role Responsibilities    

Guest Experience & Service Management

• Welcome guests warmly and maintain high professional standards at all touchpoints.
• Supervise check-ins, check-outs, guest inquiries, and concierge support.
• Handle escalated guest issues promptly, ensuring satisfaction and positive recovery.

Front Office Operations Oversight

• Monitor front desk workflow, guest traffic, and lobby activity to ensure operational efficiency.
• Ensure adherence to luxury service protocols, grooming standards, and brand guidelines.
• Support special arrangements for VIPs, dignitaries, and returning guests.

Staff Coordination & Supervision

• Supervise daily front-office team duties, ensuring punctuality, professionalism, and readiness.
• Assist in training, coaching, and onboarding new front-desk employees.
• Provide feedback to staff and support performance evaluations.

Administrative & Reporting Duties

• Review and verify daily front desk transactions, logs, and shift reports.
• Ensure accuracy in billing, reservations updates, guest profiles, and PMS entries.
• Communicate relevant operational information to the Front Office Manager.

Facilities, Ambience & Safety Compliance

• Maintain an immaculate lobby environment, ensuring elegance and functionality.
• Coordinate with housekeeping, security, and engineering for timely issue resolution.
• Enforce compliance with safety, hygiene, and health regulations.

Qualifications and Requirements    

Education and Certifications

• Bachelor’s degree in Hospitality Management, Business Administration, or a related field.
• Professional hospitality or customer service certifications are an added advantage.

Experience

• Minimum of 3–4 years front office experience in a luxury hotel setting.
• At least 1 year in a supervisory or senior front desk role preferred.

Skills    

Guest-Centric Service

• Excellent communication, interpersonal, and etiquette standards.
• Strong ability to anticipate guest needs and personalise experiences

Operational & Technical Proficiency

• Knowledge of hotel property management systems (PMS) and reservation tools.
• Competence in handling billing, reporting, and daily administrative tasks.

Leadership & Team Support

• Ability to supervise, guide, and motivate a front-office team.
• Strong organisational skills and initiative in solving operational challenges.

Professionalism & Problem-Solving

• Resourceful, calm, and composed under pressure.
• Skilled in conflict resolution and service recovery.

Health, Safety & Compliance Awareness

• Understanding of hotel safety, security, and hygiene protocols.
• Commitment to upholding high service and cleanliness standards.