Front Office Shift Supervisor

Role Summary

We have an exciting opportunity for a Duty Manager – Front Office to join Cinnamon Life at City of Dreams, part of Cinnamon Hotels & Resorts, Sri Lanka's largest hotel owner with a portfolio of 17 hotels and resorts in Sri Lanka and the Maldives. It is a member of John Keells Holdings PLC, one of the largest listed conglomerates in Sri Lanka.

Key Responsibilities

• Oversee the daily operations of the Front Office to ensure seamless guest arrivals, departures, and overall service delivery.
• Handle guest concerns and service recovery promptly, ensuring exceptional guest satisfaction.
• Supervise Front Office associates during shifts, providing guidance and support to maintain service excellence.
• Coordinate with Housekeeping, Reservations, Concierge, and other departments to ensure smooth hotel operations.
• Monitor room inventory, occupancy, and guest requests to optimise operational efficiency.
• Ensure compliance with hotel policies, procedures, and brand standards while maintaining accurate operational records.
• Support VIP arrivals, special requests, and emergency situations with professionalism and sound decision-making.

Requirements/Qualifications

• Diploma or Degree in Hospitality Management or a related field, with prior experience in Front Office operations within a luxury hotel.
• Strong leadership, communication, and interpersonal skills with the ability to manage teams effectively.
• Excellent problem-solving and decision-making abilities in a fast-paced guest service environment.
• Proficiency in property management systems and Microsoft Office applications.
• A guest-centric mindset with exceptional organisational skills and the ability to remain composed under pressure.