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Hotel Supervisor

3 months ago

Sepang, Selangor, Malaysia GLORYHALL HOTEL SDN BHD Full time

Supporting Management of Front Desk Team

  • Utilizes interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision making; demonstrates honesty/integrity; leads by example.
  • Encourages and builds mutual trust, respect, and cooperation among team members.
  • Supervises and manages employees. Managing all daytoday operations. Understanding employee positions well enough to perform duties in employees' absence.
  • Ensures employee recognition is taking place on all shifts.
  • Establishes and maintains open, collaborative relationships with employees.

Monitoring and Supporting Progress Toward Guest Services and Front Desk Goals

  • Manages daytoday operations, ensuring the quality, standards and meeting the expectations of the customers on a daily basis.
  • Develops specific goals and plans to prioritize, organize, and accomplish your work.
  • Handles complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others.
  • Strives to improve service performance.
  • Collaborates with the Front Office Manager on ways to continually improve departmental service.
  • Communicates a clear and consistent message regarding the Front Office goals to produce desired results.
  • Participates in the development and implementation of corrective action plans based on review of comment cards and guest satisfaction results.
  • Emphasizes guest satisfaction during all departmental meetings and focuses on continuous improvement.

Ensuring Exceptional Customer Service

  • Provides services that are above and beyond for customer satisfaction and retention.
  • Improves service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed.
  • Serves as a role model to demonstrate appropriate behaviors.
  • Sets a positive example for guest relations.
  • Displays outstanding hospitality skills.
  • Empowers employees to provide excellent customer service.
  • Interacts with customers on a regular basis to obtain feedback on quality of product, service levels and overall satisfaction.
  • Provides feedback to employees based on observation of service behaviors.
  • Handles guest problems and complaints effectively.
  • Interacts with guests to obtain feedback on product quality and service levels.

Managing Housekeeping Operations

  • Ensures guest room status is communicated to the Front Desk in a timely and efficient manner.
  • Understands and complies with loss prevention policies and procedures.
  • Assists in supervising an effective inspection program for all guestrooms and public space.
  • Supervises Housekeeping and all related areas.
  • Observes service behaviors of employees and provides feedback to individuals; continuously strives to improve service performance.

Additional Responsibilities

  • Analyzes information and evaluating results to choose the best solution and solve problems.
  • Informs and/or updates the executives, the peers and the subordinates on relevant information in a timely manner.
  • Functions in place of the Front Office Manager in his/her absence.
  • Communicates critical information from pre
- and post-convention meetings to the Front Office staff.

  • Participates in department meetings.

Education and Experience

  • High school diploma or Degree in any related field, 2 years experience in the guest services, front desk, or related professional area.
Able to carry out multi task and work independently with minimum supervision

Able to speak Bahasa Malaysia and English

Salary:
RM2, RM2,500.00 per month

Benefits:

  • Opportunities for promotion
  • Professional development

Schedule:

  • Rotational shift