Front Office Supervisor
Salary undisclosed
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Responsibilities:
- Front Office Supervisor responsible to ensure smooth and efficiency of front office operation. She/ He must assist Duty Manger/ AFOM/ FOM in the absence of them in any way on operation, assist GSA, concierge and bellman during required period.
- Provides courteous and efficient and if possible, complies with each and every guest’s request
- Supervises the receptionists and ensures the smooth operation of the registration, mail and key as well as the concierge counters.
- Able to manage front office system imposed by hotel
- Train and guide or assign new staffs or trainee with buddy
- Assist staff with expediting problem payments (e.g., problems processing credit card).
- Follow up with guest regarding satisfaction with guest-related issues.
- To be responsible for the preparation of all necessary materials for check-in (i.e. registration, welcome folder, keys, etc.) for VIPs, pre-registered guests and groups before their arrival.
- Process all payment types such as room charges, cash, checks, debit, or credit.
- Anticipate sold-out situations and obtain satisfactory alternative accommodations when the property cannot accommodate guests with reservations.
- To be responsible for the assignment and blockings of rooms for arriving guests particularly VIPs and groups as well as special request guests.
- Checks and coordinates with housekeeping on rooms’ discrepancy report and any outstanding issue to be follow-up. Coordinate with Housekeeping to track readiness of rooms for check-in.
- Review shift logs/daily memo books and document pertinent information in logbooks.
- Count bank at the beginning and end of shift. Balance and drop receipts according to accounting specifications.
- Follow all company policies and procedures; ensure uniform and personal appearance are clean and professional; maintain confidentiality of proprietary information.
- Takes room reservations at the counter or on telephone.
- Speak with others using clear and professional language; prepare and review written documents accurately and completely; answer telephones using appropriate etiquette.
- Develop and maintain positive working relationships with others and ensures Front Office personnel are treated fairly and equitably.
- Directs and works with managers and employees to successfully execute all front office operations, including guest arrival and departure procedures.
- Handles minor guest complaints and reports to Duty Manager of the event.
- Strives to continually improve guest and associate satisfaction and maximize the financial performance of the department.
- Supervise Reception personnel to ensure optimum occupancy and average room rate for the purpose of maximizing revenue.
- Monitors Front Office personnel to ensure guests receive prompt, cordial attention and personal recognition.
- To be responsible for the sufficient stock of all supplies and forms in the Front Desk and cleanliness aspect.
- Inspect frequently for cleanliness and orderliness, back office, the lobby, reception and cashier's desk and, on a random basis, VIP rooms prior to arrival.
- Follow-up outstanding issue related to operations.
- Provides information to co-workers, and subordinates by telephone, in written form, e-mail, or in person.
- Analyses information and evaluating results to choose the best solution and solve problems
- Accepts other duties as may be directed from time to time.
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