Front Desk Supervisor

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Date: 8 Jun 2024

Business Unit: Nina Hotel Causeway Bay, HK

Company: Chinachem Group

Job Overview

Directs and works with managers and team members to carry out procedures ensuring a welcoming and efficient work process. Ensures and excels guests’ satisfaction via effective guest services.


  1. Assists in managing the Front Desk operations and ensure tasks are completed according to the Standard Operation Procedures of the hotel.
  2. Attends the section morning briefing and other regular departmental meetings.
  3. Greets and welcome the guest with standard courteous phases.
  4. Assists in overseeing the Front Desk operations and enhance guest satisfaction and ensure that both service standard and efficiency is in accordance with the management expectations.
  5. Introduces hotel facilities and in-house promotion packages in order to maximize hotel revenue through up-selling techniques.
  6. Supervises the room assignment for all arrival guests and ensure the assignment and pre-arrangement are in correspondence with guest expectations.
  7. Closely coordinate with Housekeeping for the room blockage arrangement.
  8. Ensures to communicate with Room Service / Housekeeping for daily set up in room.
  9. Ensures the guest data is accurately inputted into the hotel PMS system and update guest history.
  10. Monitors room status, controls on a day to day basis to maximize occupancy, average rate and revenue.
  11. Monitors on-day round town hotel situation and review the rate at a competitive level.
  12. Follows up with travel agent in case of any reservation discrepancy upon check-in.
  13. Ensures the accuracy of the cashier float and sufficient for daily operation.
  14. Handles minor complaint and problem raised by guest and maintain the guest satisfaction.
  15. Ensures that all “traces” are followed up accordingly.
  16. Follow up ‘late cancellation’ and ‘guarantee no show’ booking.
  17. Ensures the accurate preparation of relevant reports as required by the Management in measuring business.
  18. Coordinates meal time of subordinates and ensure adequate manpower especially in peak hours.
  19. Ensures the tidiness and hygiene of the working area at all times.
  20. Monitors the grooming and disciplines of subordinates as according to the hotel policies and guidelines.
  21. Maintains all equipment in good working condition and report for repairing if necessary.
  22. Conducts training periodically for all Front Desk staffs to upkeep the standard of knowledge and service.
  23. Reviews Front Desk Logbook daily to monitor all activities.
  24. Carry out back up procedures in the event that any Front Office equipment malfunctioned.
  25. Delegates the task to subordinates, provide assistance and monitor their performance.
  26. Monitors the movement in the lobby area and report for any emergency occurrence.
  27. Closely cooperates with Duty Guest Services Manager regarding the on-day room availability status and especially in the critical situation.
  28. Maintains discipline in Front Desk to ensure good cooperation and teamwork would be achieved.
  29. Takes stock to ensure adequate guest supply.
  30. Any other relevant projects and duties as assigned by superior.

Responsibilities (Con't)


  1. 5 years at Reception desk with minimum of 2 year at senior Front Desk level or above;
  2. Vocational Training Centre major at Front Office or equivalent;
  3. Strong training and communication skills;
  4. Able to lead and build the team;
  5. Logical thinking and business minded;
  6. Friendly and guest oriented;
  7. Good command in written and spoken English and Chinese (Cantonese and Mandarin), knowledge of other Chinese dialects and languages is welcomed;
  8. Able to work independently under pressure;
  9. Hardworking and committed to build a career;
  10. Well versed in PC knowledge;
  11. Obedient, honest and disciplined;

Personal Data Privacy

We are committed to protecting the privacy, confidentiality and security of the personal data that we hold by complying with the requirements of Personal Data Privacy Ordinance with respect to the management of personal data. Your personal data collected and kept by us, recorded and stored in electronic and paper format, will be used for the purpose of the recruitment purposes and it will be stored for the time period necessary for the purpose for which it was collected.


The provision of your personal data is voluntary, but any refusal to provide such data shall carry with it the impossibility to process the information.  It will not be disclosed to any third parties for other unrelated purposes without your prior consent. You have the right to request for accessing and correcting your personal data held by us by contacting Human Resources Department directly at 3968 8815.


We are an equal opportunity employer who welcomes application from all qualified candidates. The information provided will be treated in strict confidence and used only for recruitment purposes. Candidates may be given consideration for other posts within Nina Hospitality Group, and will be informed in due course. Applicants who do not hear from us within four weeks from the date of application may consider their application unsuccessful.

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