Front Office Manager / Guest Experience Manager / Hospitality Supervisor

Role Description Front Office Manager Oversee daily front office operations including reception, reservations, check-in, and check-out processes Manage front desk staff, scheduling, training, and performance supervision Ensure smooth guest arrival and departure experience in line with hospitality standards Handle guest complaints, escalations, and service recovery situations professionally Monitor room occupancy, bookings, and coordination with housekeeping and reservations teams Maintain front office systems, records, and reporting accuracy Ensure compliance with hotel policies, service standards, and safety procedures Coordinate with other departments (F&B, housekeeping, maintenance) for seamless operations Guest Experience Manager Design and enhance end-to-end guest experience across all touchpoints Monitor guest satisfaction scores, reviews, and feedback channels Develop service excellence initiatives to improve guest loyalty and retention Handle VIP guests, special requests, and personalized service arrangements Identify service gaps and implement improvement strategies Train staff on customer service standards and hospitality etiquette Manage guest recovery programs and resolve high-priority complaints Collaborate with operations teams to ensure consistent service delivery Hospitality Supervisor Supervise daily hotel or service operations across assigned departments Ensure staff adherence to service standards, SOPs, and brand guidelines Monitor guest interactions to ensure high-quality service delivery Assist in staff training, onboarding, and performance monitoring Support shift planning, task allocation, and operational coordination Handle guest inquiries and resolve on-site service issues Maintain operational reports and incident logs Support management in maintaining smooth and efficient hospitality operations Qualifications Diploma or Bachelor’s degree in Hospitality Management, Hotel Management, Tourism, or related field 2–6+ years of experience in hotel front office, guest services, or hospitality operations Strong customer service and interpersonal skills Excellent communication and problem-solving abilities Experience with hotel management systems (PMS such as Opera, Cloudbeds, or similar) Strong leadership and team supervision skills (for managerial roles) Ability to handle high-pressure guest-facing environments Strong organizational and multitasking abilities Professional appearance and hospitality etiquette Experience in luxury hotels, resorts, or international hotel chains preferred Ability to work shifts, weekends, and holidays as required Strong attention to detail and guest satisfaction focus