hotel Supervisor

A. Hotel Operations

1. Supervise the daily activities of hotel staff, including front desk personnel, housekeeping, and other assigned operational employees.
2. Ensure that rooms, common areas, and hotel facilities are clean, orderly, and properly maintained.
3. Monitor room availability, room assignments, check-in and check-out procedures, and room readiness.
4. Ensure that hotel services are delivered according to established standards and procedures.
5. Coordinate with maintenance personnel regarding repairs, equipment issues, and facility concerns.

B. Guest Relations and Customer Service

1. Ensure that guests receive courteous, prompt, and professional service.
2. Handle guest complaints, requests, and concerns appropriately and escalate serious issues to management.
3. Monitor guest feedback and recommend improvements to enhance customer satisfaction.
4. Ensure the proper handling of guest belongings and the protection of guest privacy.

C. Staff Supervision and Administration

1. Assign daily tasks and monitor the performance and productivity of hotel employees.
2. Ensure proper attendance, punctuality, grooming, and professional conduct among staff.
3. Assist in training new employees and coaching existing staff on hotel policies and service standards.
4. Prepare duty schedules and monitor staffing requirements in coordination with management.
5. Report employee misconduct, attendance concerns, and operational issues to the appropriate manager.

D. Cash, Inventory, and Documentation

1. Monitor room charges, billing transactions, and other assigned cash-handling activities.
2. Ensure accurate recording of room occupancy, guest transactions, supplies, and operational reports.
3. Monitor the inventory of housekeeping supplies, toiletries, linens, and other hotel materials.
4. Ensure proper documentation of lost-and-found items, damaged property, guest complaints, and incidents.
5. Report discrepancies, losses, or suspected irregularities to management immediately.

E. Safety, Security, and Compliance

1. Ensure compliance with hotel policies, safety procedures, sanitation standards, and emergency protocols.
2. Monitor the security of hotel premises and report suspicious activities or incidents.
3. Ensure that employees follow established procedures for handling emergencies, accidents, and other untoward incidents.
4. Protect confidential guest information and company records.
5. Perform other duties related to hotel operations as assigned by management.

III. QUALIFICATIONS

1. Graduate of Hotel and Restaurant Management, Hospitality Management, Tourism, Business Administration, or a related field; relevant experience may be considered.

2. At least one (1) to two (2) years of experience in hotel operations, preferably with supervisory experience.

3. Strong leadership, organizational, communication, and customer service skills.

4. Knowledge of front desk operations, housekeeping standards, guest relations, and basic hotel administration.

5. Ability to handle guest complaints and resolve operational problems professionally.

6. Trustworthy, responsible, detail-oriented, and capable of handling confidential information.

7. Willing to work on shifting schedules, weekends, and holidays.

8. Physically capable of performing the essential duties of the position, with reasonable accommodation where applicable.

IV. PERFORMANCE INDICATORS (KPI)

1. Guest satisfaction and complaint resolution.
2. Room cleanliness and readiness.
3. Compliance with hotel operating procedures.
4. Staff attendance, discipline, and productivity.
5. Accuracy of reports, billing, and inventory records.
6. Timely reporting and resolution of operational issues.
7. Control of operating expenses, supplies, and losses.

V. WORKING CONDITIONS

The position requires working in a hotel environment, supervising employees across operational areas, interacting with guests, and responding to operational concerns during assigned shifts.