[HCM] Front Office Supervisor

RESPONSIBILITIES:
Guest Experience
Check-in and check-out procedures: Greet guests, verify identification and credit card information, issue room keys, and provide information about the hotel and its amenities.
Guest assistance and problem resolution: Resolve customer inquiries and complaints in a timely and efficient manner, using a professional and courteous manner.
Guest information and promotion: Provide guests with information about hotel services and amenities, as well as current promotions and events.
Front Desk Management
Front desk area maintenance: Ensure that the front desk area, work areas, and equipment are clean and well-maintained.
Guest requests and inquiries: Respond to guest requests and inquiries in a timely and efficient manner, using a professional and courteous manner.
Check-in and check-out records: Maintain accurate records of guest check-ins and check-outs, and report any discrepancies to management.
Guest complaints and concerns: Report any guest complaints or concerns to management immediately.
Human Resources Management
Staff scheduling: Schedule and assign staff to ensure efficient operation of the front desk.
Staff training: Train new and existing staff on front desk procedures and policies.
Creating a positive work environment: Promote a positive and supportive work environment where employee feedback is valued.
Quality Assurance
Lead team in achieving review KPIs: Work with the team to develop and implement strategies to improve guest satisfaction and reviews.
Ensure that all Guests are checked in & out according to the Framework given.