Front Desk Supervisor

About the role

The Front Desk Supervisor at JW Marriott Hotel Hong Kong leads the front office team to deliver seamless check‑in and check‑out experiences for guests. Based in the vibrant Admiralty district, this full‑time, on‑site position ensures that every guest receives attentive, professional service from arrival to departure.

Key responsibilities

• Supervise and coach front desk staff, coordinating daily shift schedules and performance.
• Oversee room assignments, manage guest inquiries, and resolve complaints promptly.
• Maintain accurate front office records, including reservations, billing, and reporting.
• Coordinate with housekeeping, sales, and other departments to ensure smooth operations.
• Monitor phone and reception procedures, ensuring courteous and efficient communication.
• Uphold brand standards, safety protocols, and service quality throughout the front desk area.

Required profile

• Proven supervisory experience in hotel front office or a comparable guest‑facing environment.
• Strong customer service orientation with the ability to manage multiple priorities under pressure.
• Excellent communication skills in English; additional languages commonly used in Hong Kong are a plus.
• Ability to work in a fast‑paced, on‑site setting and mentor team members.

Required skills

• Knowledge of hotel property management systems and standard front desk procedures.
• Professional phone etiquette and effective call handling.