Ensure Outstanding customer care at all times.
Maintains a friendly, cheerful, and courteous demeanor at all times.
To handle all complaints promptly with a good attitude, then report to Assistant Front Office Manager and Front Office Manager for
all difficult cases.
To frequently check guest’s satisfaction during their stay or upon departure. Always offer further actions if there are minus points
affecting their satisfaction.
Responds to telephone and in-person inquiries regarding reservations, hotel information, and guest concerns.
Uses suggestive selling techniques to sell room nights, and increase occupancy and revenue.
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, and problems in a quick, efficient manner to maintain a high level of customer satisfaction and
Assign rooms to expected arrivals after checking the guests preferences and special requests.
Build strong relationships and liaise with all other departments especially housekeeping, reservations, etc.
To assist the Reception section in operation; especially at peak hours, to ensure smooth operation & excellent guest’s experiences
To be familiar with PMS & cashiering procedures, cash handling, cash paid-out.
To be responsible & involve the team members in all promotional programs to maximize hotel revenues: Breakfast, happy hours,
special of the day…
Enforce the SOPs’ implementation, manage the petty cash & paid-outs, PM, PF rooms, the usage of VAT invoice, cash handling &
deposit, reports of guest in-house rate check, room discrepancies, credit limit.
Controls cash transactions at the front desk and maintains complete responsibility for personal bank as specified by hotel bank
Supervise the operations of the front desk to ensure an optimal level of service and hospitality is provided to the guests.
Performs other duties as assigned, requested or deemed necessary by management.
Ensure the Front office log book and the hotel logbook are always updated and actioned upon.
Ensures safety by following guest check in and security procedures and reporting suspicious activity to security, manager, or MOD.
Participate in hotel committees and task force assignments.
Assist all departments in servicing the guests during high-volume periods.
Takes responsibility in the absence of the Assistant Front Office Manager / Front office manager
As a supervisor you will be a role model, sharing your expertise and continually inspiring the front office team.