Hotel Front Desk Coordinator

The Front Office Coordinator is responsible for supervising and coordinating the daily operations of the Front Office department. The role ensures efficient, professional, and courteous guest arrival and departure experiences, while maintaining high operational and administrative standards. The position also supports staff development, departmental administration, and financial control processes.

Key Responsibilities

• Supervise Front Office staff to ensure smooth and efficient daily operations
• Train, coach, and support team members to deliver excellent guest service
• Ensure professional and courteous guest check-in and check-out procedures
• Handle guest queries, complaints, and escalations promptly and effectively
• Oversee Front Office administration, including reservations support, reporting, and record keeping
• Ensure accurate capturing of guest information and billing details
• Supervise cash handling, float management, and daily financial reconciliations
• Maintain and enforce Front Office processes, procedures, and internal controls
• Coordinate with Housekeeping and Maintenance to ensure room readiness and guest satisfaction
• Manage staff scheduling, attendance, and general employee administration within the department
• Monitor performance and assist with staff appraisals and development
• Ensure compliance with hotel policies, standards, and regulatory requirements

Minimum Requirements

• Tertiary qualification: National Diploma in Hospitality Management or equivalent is mandatory
• Minimum 2–3 years’ experience in a Front Office environment, with supervisory exposure
• Strong knowledge of Front Office operations and procedures
• Experience working with a Property Management System (PMS)

Skills and Competencies

• Strong leadership and team supervision skills
• Excellent customer service and interpersonal skills
• Good administrative and organisational abilities
• Financial acumen (cash handling, reconciliations, and reporting)
• Attention to detail and accuracy
• Problem-solving and decision-making skills
• Effective communication skills

Additional Requirements

• Willingness to work shifts, including nights, weekends, and public holidays
• Ability to work under pressure in a fast-paced environment
• Professional appearance and conduct
• Reliable, trustworthy, and high level of integrity

Financial Responsibility & Compliance

• Responsible for Front Office financial processes, including cash handling and reconciliations
• Ensure adherence to internal controls and company financial procedures
• May be subject to credit and fraud checks due to financial responsibilities

Key Performance Areas (KPAs)

• Guest satisfaction and service delivery
• Efficiency of Front Office operations
• Accuracy of administration and financial processes
• Staff performance, training, and development
• Compliance with policies and procedures

Working Conditions

• Shift-based role with extended and irregular working hours
• High guest interaction environment
• Requires active presence at the Front Desk and operational areas