Front office supervisor - Giám sát tiền sảnh

Guest Service
1. Ensures that all Front Office employees deliver the brand promise and provide exceptional guest service at all times.
2. Ensures that Front Office employees provide excellent service to internal customers as appropriate.
3. Ensures that all Front Office employees are familiar with the hotel's products and services
4. Assists to implement consistent guest recognition programs and maintains a relevant guest history database.
5. Handles all guest and internal customer complaints and inquiries in a courteous and efficient manner, following through to make sure problems are resolved satisfactorily.
6. Personally and frequently verify that guests are receiving the best possible service during check-in and check-out.
7. Maintains positive guest and colleague interactions with good working relationships.
8. Ensures that guest history records are accurately maintained and all repeat guests are pre-registered.
9. Coordinates VIP movements with relevant Departments as advised.
Financial
1. Assists to maximize employee productivity through the use of multi-skilling, multi-tasking and flexible scheduling to meet the financial goals of the business as well as the expectations of the guests.
2. Focuses attention on improving productivity levels and the need to prudently manage utility/payroll costs within acceptable guidelines ensuring optimum deployment and energy efficiency of all equipment.
3. Ensures that hotel, company and local rules, policies and regulations relating to money handling are adhered to, including the timely and accurate reporting of information.
Operational
1. Supervises and participates in all activities related to the process of rooming guest.
2. Ensures that all guests receive a warm and courteous welcome upon check-in.
3. Supervises and coordinates room assignment with concerned Front Office sections and other Departments.
4. Ensures that all guests are advised of their room numbers and room rates.
5. Promotes hotel facilities efficiently.
6. Ensures that information is passed to every one accurate and clear.
7. Handles guest needs inquiries and requests promptly.
8. Prepares and submits all required statistical reports on a timely basis.
9. Ensures that room status is accurate and updated.
10. Ensures that room rate is accurate and updated if changed.
11. Ensures that guest information is keyed in the hotel system as well as files guest's correspondence accurately.
12. Makes necessary arrangements for group check-in.
13. Maintains and controls usage of registration cards, stationary, [protected info] as well as to reduce cost and expensive.
14. Acts as sales person in order to maximize resort revenue.
15. Identifies departmental training needs and conducts training.
16. Establishes and maintains effective employee relations.
17. Records all incidents happened in the Supervisor's logbook during duty shift.
18. Complies with hotels health, safety and hygiene.
19. Other administrative related.
20. Performs related duties and special projects as assigned.
21. Well-groomed, neat and tidy at work.
22. Implement Department Head's instruction and assignment.
23. Follow communication lines and report lines.
24. Maintain Hotel standards of service quality and performance standards.
25. Believe in teamwork, cooperate with colleagues.
26. Any additional tasks requested by his/ her HOD.
Other Duties
1. Attends and contributes to all training sessions and meetings as required.
2. Is knowledgeable in statutory legislation in employee and industrial relations.
3. Maintains strong, professional relationship with the relevant representatives from competitor hotels, business partners and other organizations.
4. Reads the hotel's SOP and have an understanding of and adhere to the hotel's rules and regulations and in particular, the policies and procedures relating to computer resources, fire, hygiene, health and safety.
5. Ensures high standards of personal presentation and grooming.
6. Responds to changes in the Front Office function as dictated by the industry, company and hotel.
7. Carries out any other reasonable duties and responsibilities as assigned.