Front Office Supervisor
9 hours ago
**SUMMARY**:
- To be responsible for the management and overall performance of the Guest Service section and ensure maximum guest satisfaction.
- To supervise the Guest Service Representatives in their daily duties and responsibilities:
- To assist all residents and guests, and ensure the delivery of prompt and efficient service at all times.
- To address any resident concerns or complaints, and take immediate action that would result in the favorable resolution of these concerns or complaints.
**DUTIES AND RESPONSIBILITIES**:
1. Conducts daily audits of Guest Service representatives’ appearance, grooming and hygiene and takes daily briefing.
2. Oversees associate posting, behavior and posture at the main lobby area as well as entrance (inside and outside premises), access corridors and lifts.
3. Evaluates per shift checklist, and ensures all tasks are completed.
4. Checks Communication Logbook daily.
5. Supervises and assists Guest Service Representatives in planning, documentation, and actual implementation of Residents Activities’ Program, along with all of their tasks at the Guest Service desk.
6. Coordinates with Training Department in providing consistent training opportunities for all Guest Service representatives, encouraging their personal and career development.
7. Manages Guest Service representatives’ professional development by maintaining the Certified On-The-Job Training System.
8. Provides a monthly working roster for all Guest Service representatives, and schedules meal breaks, leaves & training.
9. Conducts periodic high balance check in coordination with accounting department.
**DUTIES AND RESPONSIBILITIES (cont.)**:
10. Checks next day’s arrivals list daily, ensuring the correctness of all bookings, room assignments and any related resident requests.
11. Reviews traces for all VIP reservations and resolves these accordingly.
12. Maintains accuracy of data on the Apartment Management computer system.
13. Meets upon arrival or bid farewell VIP residents in the absence of top management.
14. From time to time, escorts residents to the apartment upon arrival.
15. Conducts spot checking of all luggage/parcel storage areas.
16. Addresses and resolves resident complaints or concerns.
17. Spot-checks daily Tenant Folder, for completeness.
18. In cooperation with Housekeeping, conducts daily apartment check to ensure compliance to established standards for set-up and cleanliness.
19. Coordinates with Security Department in conducting investigations as needed.
20. Coordinates with transportation to ensure smooth operations and exceptional service to all residents.
21. Conducts daily checking of all Resident Request Forms to ensure resolution of requests and assist in any difficulty encountered.
22. Performs other duties that may be assigned by Assistant Front Office Manager from time to time.
**QUALIFICATION**:
1. Bachelor Degree/Diploma in Hotel Management from a good Institute.
**EXPERIENCE**:
1. Minimum of two - three years of work experience, and one year in similar profile in Front Office department in a 4 / 5 stars hotel/apartment establishment.
Trading as Oakwood Hotel & Residence Kuala Lumpur at Jalan Ampang. Accommodate guest by providing 4 star hotel services standard and facilities.
Diploma / Advanced Diploma / Higher Graduate Diploma / DVM / DKM Level 4 / DLKM Level 5
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