Front Office Supervisor

1 week ago


Kuala Lumpur, Kuala Lumpur, Malaysia STEG HOTEL, KL Full time
1.
JOB SUMMARY
Primarily supervises front desk team members to ensure efficient and smooth operations for producing excellent feedback and guest satisfaction.

Responds in a professional and courteous manner to arriving, departing and in-house guests by providing accurate and timely information and services.

Provides technical support to front desk and housekeeping staff when needed.

2.
RESPONSIBILITIES

  • Ensures Outstanding customer care at all times.
  • Maintains a friendly, professional, cheerful and courteous demeanor at all times.
  • Accurately answers inquiries from potential guests and accepts hotel reservations. Consistently resolves guest problems and complaints in an efficient manner while demonstrating a sense of urgency.
  • Responds to telephone and inperson inquiries regarding reservations, hotel information and guest concerns in a timely fashion.
  • Uses suggestive selling techniques to sell room nights, increase occupancy and revenue.
  • Supervises daily shift process ensuring all team members adhere to standard operating procedures and are friendly and attentive to guest needs and service.
  • Trains and directs the work flow and processes of the front desk. Resolves issues/problems and counsels the front desk team members to ensure a quality operation.
  • Resolves customer issues, complaints and problems in a quick, efficient manner to maintain a high level of customer satisfaction and quality service.
  • Adheres to company credit limit policies.
  • Allocates rooms to expected arrivals after checking the guests preferences and special requests.
  • Builds strong relationships and coordinates with all other department's especially housekeeping, reservations etc.
  • Ensures phone calls, wake up calls and messages for guests are handled in a prompt, efficient and professional manner.
  • Cross checks all billing instructions are correctly updated.
  • Handles bus group arrivals and corporate market segment groups and preregisters each guest and ensures payment is made in full for the group or that billing is correct.
  • Controls cash transactions at the front desk and maintains complete responsibility for personal bank as specified by hotel policies and procedures.
  • Ensures safety by following guest check in and security procedures and reporting suspicious activity to security or manager.
  • Participates in hotel committees and task force assignments.
  • Assists all departments in servicing the guests especially during high volume periods.
  • Produces hotel front desk schedules.
  • Participates in the budget and forecast reporting.
  • Attends meetings as required.
  • Ensures front desk supplies are stocked and computer equipment functioning properly.
  • Performs other duties as assigned, requested or deemed necessary by management.
3.
ACADEMY REQUIREMENT

  • Min STPM or Diploma in Hotel, Hospitality Management or related field.
  • Required Language (s) English and Bahasa Malaysia.
  • Proficiency in Mandarin will be added advantage.
4.
EXPERIENCE / SKILL
REQUIREMENT

  • Minimum 2 to 3 years work experience as Front Office Assistant.
  • Familiar with front office operations.
  • Customer oriented, excellent interpersonal skills, high responsibility attitude, dynamic & proactive.
  • Computer knowledge and extensive experience in IDB system is an added advantage.

Pay:
RM2, RM3,000.00 per month

Benefits:

  • Maternity leave
  • Meal allowance
  • Opportunities for promotion
  • Parental leave
  • Professional development

Schedule:

  • Rotational shift

Supplemental pay types:

  • Overtime pay

Language:

  • English (preferred)
  • Malay (preferred)
  • Chinese (preferred)


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