Position summary:
Primarily supervises front office team members to ensure efficient and smooth operations for producing excellent feedbacks and guest satisfaction. Responds in a professional and courteous manner to guests by providing accurate and timely information and services.
You will also ensure hotel charges are processed diligently to guest's accounts, invoices are accurate, billing instructions are verified, all necessary supporting bills and vouchers are attached for direct settlements.
FRONT DESK SUPERVISOR DUTIES AND RESPONSIBILITIES:
- Ensure Outstanding customer care at all times.
- Maintains a friendly, cheerful, and courteous demeanor at all times.
- Supervise daily shift process ensuring all team members adhere to standard operating procedures.
- Train, direct the work of, resolve issues/problems, and coach and counsel the front desk team members to ensure a quality operation.
- Resolve customer issues, complaints, problems in a quick, efficient manner to maintain a high level of customer satisfaction and quality service.
- Allocate rooms to expected arrivals after checking the guest's preferences and special requests.
- Build strong relationships and liaise with all other departments.
- Operates the PBX equipment, including, assisting incoming & outgoing calls, setting wake-up calls, enabling DND (Do Not Disturb), and paging for in-house guests.
- Controls cash transactions at the front desk and maintains complete responsibility for personal bank as specified by hotel bank agreement policy.
- Performs other duties as assigned, requested, or deemed necessary by management.
- Ensures safety by following guest check-in and security procedures and reporting suspicious activity to security, manager, or MOD.
PREREQUISITES:
- A positive attitude and excellent communication skills.
- Experience in motivating and leading a winning team.
- Must be able to work varied AM and PM shifts.
- Weekends and Holidays are a must.
EXPERIENCE:
- 2 to 3 years work experience as a Hotel Supervisor is preferred or a minimum of 2 to 3 years work experience as Front Office Associate.