Supervisor - Concierge

Position Summary

To oversee and supervise Front Office operations, including Front Desk, Concierge, Bell Services, Door Services and Cloakroom functions, ensuring exceptional guest experiences, operational efficiency and compliance with hotel service standards. Lead and develop team members while coordinating with other departments to maximize guest satisfaction and operational objectives.

Primary Responsibility

- Ensure friendly, professional and efficient service is provided to all guests throughout arrival, stay and departure.
- Supervise daily Front Office operations, including Front Desk, Concierge, Bell Services, Door Services and Cloakroom functions.
- Oversee guest check-in and check-out processes, room assignments, room blocking, VIP arrivals, group movements and special guest requests.
- Handle escalated guest inquiries, complaints and service recovery actions to ensure guest satisfaction.
- Coordinate with Housekeeping, Engineering, Reservations, Finance, Casino Operations and other departments to support seamless guest experiences.
- Monitor room inventory, occupancy, reservations and guest preferences to optimize room utilization and service delivery.
- Ensure accurate handling of guest accounts, billing, cash transactions, deposits and financial reporting in accordance with company policies.
- Maintain accurate and current information regarding hotel facilities, services, promotions, local attractions, transportation and points of interest.
- Prepare duty rosters, work schedules and manpower allocation to meet operational requirements.
- Conduct shift briefings and communicate important operational updates, VIP movements and service requirements to team members.
- Train, coach, supervise and evaluate team members to ensure service excellence, compliance with SOPs and continuous professional development.
- Monitor team performance, grooming standards, attendance and professional conduct.
- Ensure Front Office equipment, systems, assets and work areas are properly maintained and operated.
- Maintain awareness of emergency procedures and ensure team members are properly trained in safety and evacuation protocols.
- Prepare and review operational, cash, occupancy, VIP and incident reports as required.
- Perform other duties and responsibilities as assigned by management.

Requirements

- Minimum 2 years of relevant Front Office experience, including supervisory responsibilities in the hotel industry.
- Diploma or above in Hospitality Management, Hotel Management or related discipline.
- Strong knowledge of Front Desk, Concierge, Bell Services and overall Front Office operations.
- Excellent leadership, customer service, communication, interpersonal and problem-solving skills.
- Strong organizational skills with the ability to manage multiple priorities in a fast-paced environment.
- Proficiency in hotel property management systems and Microsoft Office applications.
- Knowledge of hotel financial procedures, cash handling and reporting.
- Good command of written and spoken English, Cantonese and Mandarin.
- Additional foreign language proficiency is an advantage.
- Initiative, detail-oriented, well-organized and service-oriented personality.
- Ability to work shifts, weekends and public holidays in a 24-hour operational environment.