Front Office Supervisor

Job Summary Supervise daily front office operations to ensure efficient service and an excellent guest experience. Support and guide the reception team, resolve guest concerns, and maintain accurate reservations, billing, and guest records using **Oracle Hospitality OPERA Cloud Property Management System (PMS)**. Key Responsibilities * Supervise front desk activities, including arrivals, departures, room assignments, and shift handovers. * Use OPERA Cloud to manage reservations, guest profiles, room inventory, folios, payments, and billing adjustments within authorized limits. * Review arrivals, departures, VIP guests, special requests, and room availability before each shift. * Coordinate with Housekeeping, Reservations, Engineering, and other departments to ensure room readiness and timely resolution of guest requests. * Handle guest complaints professionally and escalate issues when necessary. * Monitor cashiering, payment processing, and shift\-end reconciliation in line with hotel policies. * Train and coach front office employees on service standards, hotel procedures, and OPERA Cloud workflows. * Support room upgrades, upselling, and loyalty program enrollment, where applicable. * Prepare shift reports and communicate operational issues, outstanding balances, and follow\-up actions. * Ensure accurate guest records and compliance with privacy, payment security, and hotel safety requirements. * Support night audit activities and operational continuity when required. Qualifications and Experience * Diploma or degree in Hospitality Management or a related field preferred. * Minimum **2–3 years of hotel front office experience**, including supervisory or team\-leading responsibilities. * Hands\-on experience with **OPERA Cloud PMS required**; experience with OPERA legacy systems alone does not meet this requirement. * Working knowledge of hotel reservations, guest billing, cashiering, and front office procedures. * Strong communication, leadership, problem\-solving, and guest service skills. * Ability to work rotating shifts, weekends, and public holidays. * Proficiency in English; additional languages are an advantage. Required OPERA Cloud Skills * Reservation creation, modification, and cancellation. * Check\-in, check\-out, room assignment, and room moves. * Guest profile management and recording preferences and special requests. * Folio management, charge routing, payment posting, and billing corrections. * Reviewing room status, availability, and operational reports. * Troubleshooting routine user issues and escalating system problems appropriately. Key Performance Indicators * Guest satisfaction and complaint resolution. * Check\-in and check\-out efficiency. * Accuracy of reservations, billing, and cashier reconciliation. * Compliance with service standards and operating procedures. * Team performance and training completion. * Upselling results, where applicable. Work Location: In person