Front Office Supervisor

Your Next Career Opportunity Starts Here!

Grow your skills. Inspire others. Create memorable guest experiences.

Are you passionate about hospitality and ready to take the next step in your career? Lotte Hotel Guam is looking for a dedicated, service-oriented, and enthusiastic Front Office Supervisor to join our team!

We believe exceptional hospitality begins with people who care. If you enjoy helping others, solving problems, supporting a team, and making every guest feel welcome, this could be the opportunity you have been looking for.

Join us and become part of a team committed to delivering outstanding service and creating memorable experiences for our guests.

Position Purpose

The Front Office Supervisor plays an important role in ensuring the smooth and efficient operation of the Front Office. This position supports and guides team members, helps maintain high service standards, and ensures guests receive accurate information, timely assistance, and warm, professional service throughout their stay.

As a leader, you will have the opportunity to encourage others, develop team members, and contribute to a positive and welcoming hotel environment.

Key Responsibilities

Guest Experience and Service

• Welcome and assist guests with professionalism, courtesy, and genuine hospitality.
• Coordinate guest arrivals, room assignments, VIP arrangements, and special requests with the Manager on Duty (MOD).
• Follow up on guest concerns and complaints to help ensure timely and satisfactory resolutions.
• Work closely with Housekeeping, Reservations, Accounting, Security, and other departments to support smooth hotel operations.
• Assist with daily operational matters, including room discrepancies, billing concerns, open folios, no-shows and transportation arrangements.
• Help ensure guest requests and operational concerns are handled efficiently and in accordance with hotel standards.

Team Leadership and Development

• Support, guide, and motivate Front Office team members in delivering excellent guest service.
• Assist with onboarding, training, and ongoing development of team members.
• Conduct daily briefings and participate in departmental meetings to communicate important updates and operational goals.
• Help coordinate daily assignments, monitor performance, and promote teamwork and accountability.
• Provide guidance in addressing workplace concerns and resolving conflicts professionally.
• Lead by example by demonstrating a positive attitude, professionalism, and a commitment to exceptional hospitality.
• Assist with supervising Front Office operations in the absence of a manager, as needed.

Daily Operations and Administration

• Review occupancy information and coordinate with relevant departments to address room discrepancies.
• Monitor room postings, credit limits, complimentary rooms, special rates, and required authorizations.
• Conduct routine cash fund counts and daily key audits to maintain proper control and accountability.
• Prepare shift reports and ensure necessary information is shared with the appropriate departments.
• Assist with inventory management, ordering departmental supplies, and preparing monthly management reports.
• Conduct walkthroughs of Rooms Division areas to help ensure procedures and service standards are followed.
• Maintain a clean, organized, and professional Front Office environment.
• Follow hotel policies and procedures, maintain confidentiality, and promptly report safety concerns or incidents to the appropriate personnel.
• Remain flexible to assist across Front Office sections and support business needs, including various shifts, weekends, holidays, and additional hours when required.

What we are looking for

We welcome applicants who are eager to learn, passionate about guest service, and ready to make a positive difference.

Qualifications and Experience

• High school diploma or equivalent.
• One to two years of hospitality experience preferred.
• Previous Front Office or guest services experience is an advantage.
• Previous supervisory or leadership experience is preferred, but candidates with strong leadership potential and a willingness to grow are encouraged to apply.
• Basic computer skills and the ability to learn hotel systems and procedures.
• Basic mathematical skills and the ability to handle routine cash and billing responsibilities.
• Strong verbal and written communication skills.
• Ability to communicate effectively with guests, team members, and other departments.
• Knowledge of hotel services, facilities, and local attractions is an advantage.
• Ability to work flexible schedules, including shifts, weekends, and holidays.

Skills that will help you succeed

• A genuine passion for hospitality and guest satisfaction.
• A positive attitude and a willingness to lead by example.
• Strong organizational, communication, and problem-solving skills.
• The ability to remain calm, professional, and helpful in a fast-paced environment.
• A collaborative mindset and the ability to build positive working relationships.
• Initiative, accountability, attention to detail, and a desire for continuous improvement.
• The ability to support, encourage, and inspire others.

Why Join Lotte Hotel?

At Lotte Hotel Guam, we believe every team member has the potential to make a difference. We value teamwork, professional growth, and the dedication it takes to create exceptional guest experiences.

As our Front Office Supervisor, you will have the opportunity to:

• Grow your career by developing valuable leadership and hospitality skills.
• Inspire others by supporting and encouraging a dedicated team.
• Make a difference by helping create memorable experiences for our guests.
• Be part of a team that values professionalism, collaboration, and service excellence.

You do not have to know everything on day one. What matters is your willingness to learn, your commitment to excellent service, and your desire to grow as a leader.

Ready to take the next step.

If you are ready to grow your hospitality career, inspire those around you, and help make every guest experience special, we would love to hear from you!

Submit your résumé and application to the Human Resources Department at Lotte Hotel Guam.

Believe in your potential. Inspire through service. Grow with us!

Job Type: Full-time

Benefits:

• 401(k)
• Dental insurance
• Employee discount
• Health insurance
• Vision insurance

Experience:

• Hospitality: 2 years (Preferred)

Shift availability:

• Day Shift (Preferred)
• Night Shift (Preferred)
• Overnight Shift (Preferred)

Work Location: In person