Front Office Supervisor

Job description For Hotel Front Desk Supervisor
A front office supervisor is a key member of the hospitality industry. They are tasked with managing the front desk and ensuring the smooth operations of the hotel or resort. The role

requires excellent communication and organizational skills, as well as the ability to work well under pressure.

The front office supervisor is responsible for overseeing the work of front desk staff, ensuring that they provide exceptional customer service to guests. They are responsible for managing reservations, checking guests in and out of the hotel, and handling any issues or complaints that arise.
In addition to managing front desk operations, the front office supervisor is also responsible for managing room inventory and coordinating with other departments, such as housekeeping and maintenance, to ensure that guest rooms are clean and well-maintained. They must also be able to handle financial transactions, such as processing payments and managing cash drawers.
WE'RESEEKING A TALENTED MANDARIN-SPEAKING
To be successful in this role, a front office supervisor must have a strong attention to detail, excellent customer service skills, and the ability to lead and motivate a team. They must also have strong computer skills and be familiar with hotel management software.

Primarily supervises front office team members to ensure efficient and smooth operations for producing excellent feedback and guest satisfaction. Responds professionally and courteously to guests by providing accurate and timely information and services.

You will also ensure hotel charges are processed diligently to guests’ accounts, invoices are accurate, billing instructions are verified, and all necessary supporting bills and vouchers are attached for direct settlements.

FRONT DESK SUPERVISOR DUTIES AND RESPONSIBILITIES:

1. Ensure Outstanding customer care at all times.

2. Maintains a friendly, cheerful, and courteous demeanour at all times.

3. Courteously and accurately answers inquiries from potential guests and accepts hotel reservations. 

4. Respond to telephone and in-person inquiries regarding reservations, hotel information, and guest concerns.

5. no Uses suggestive selling techniques to sell room nights, and increase occupancy and revenue.

6. Supervise daily shift process ensuring all team members adhere to standard operating procedures.

7. Train, direct the work of, resolve issues/problems, and coach and counsel the front desk team members to ensure a quality operation.

8. Resolve customer issues, complaints, and problems in a quick, efficient manner to maintain a high level of customer satisfaction and quality service.

9. Adhere to company credit limit/floor limit policies.

10. Allocate rooms to expected arrivals after checking the guest’s preferences and special requests.

11. Build strong relationships and liaise with all other departments especially housekeeping, reservations, etc.

13. Cross Check all billing instructions are correctly updated 

14. Controls cash transactions at the front desk and maintains complete responsibility for personal bank as specified by hotel bank agreement policy.

15. Supervise the operations of the front desk to ensure an optimal level of service and hospitality is provided to the guests.

16. Performs other duties as assigned, requested, or deemed necessary by management.

17. Ensure the Front office log book and the hotel log book are always updated and actioned upon.

18. Ensures safety by following guest check-in and security procedures and reporting suspicious activity to security, manager, or MOD.

19. Participate in hotel committees and task force assignments.

20. Assist all departments in servicing the guests during high volume periods.

21. Takes responsibility in the absence of the Duty Manager / Front office manager

22. As a supervisor you will be a role model, sharing your expertise and continually inspiring the front office team.