Front Office Supervisor

5 days ago

Johor Bahru, Malaysia Berjaya Waterfront Hotel Johor Bahru Full time

**Position Title**: Front Office Supervisor

**Reports to**: Front Office Manager/ Duty Manager

**FRONT DESK SUPERVISOR DUTIES AND RESPONSIBILITIES**:
1. Ensure Outstanding customer care at all times.

2. Maintains a friendly, cheerful and courteous demeanour at all times.

3. Courteously and accurately answers inquiries from potential guests and accepts hotel reservations.

4. Responds to telephone and in-person inquiries regarding reservations, hotel information and guest concerns.

5. Uses suggestive sellingtechniques to sell room nights, increase occupancyand revenue.

6. Supervise daily shift process ensuring all team members adhere to standard operating procedures.

7. Train, direct the work of, resolve issues/problems and coach and counsel the front desk team members to ensure a quality operation.

8. Resolve customer issues, complaints, problems in a quick, efficient manner to maintain a high level of customer satisfaction and quality service.

9. Adhere to company credit limit/ floor limitpolicies.

10. Allocate rooms to expected arrivalsafter checking the guests preferences and special requests.

11. Build strong relationships and liaise with all other department's especially housekeeping, reservations etc.

12. Operates the EPBX equipment, including, assisting incoming & outgoing calls, setting wake-up calls, enabling DND(Do Not Disturb) and paging for in-houseguests.

13. Cross Check all billing instructions are correctly updated

14. Controls cash transactionsat the front desk and maintains complete responsibility for personal bank as specified by hotel bank agreement policy.

15. Supervise the operations of the front desk to ensure an optimal level of service and hospitalityis provided to the guests.

16. Performs other duties as assigned, requested or deemed necessary by management.

17. Ensure Front office log bookand hotel log bookis always updated and actioned upon.

18. Ensures safetyby following guest check inand securityprocedures and reporting suspicious activity to security, manager, or MOD.

19. Participate in hotel committees and task force assignments.

20. Assist all departments in servicing the guests during high volumeperiods.

21. Takes responsibility in the absence of the Duty Manager/Front office manager

22. As a supervisor you will be a role model, sharing your expertise and continually inspiring the front office team.

**PREREQUISITES**:
A positive attitude and excellent communication skills. Experience of motivating and leading a winning team. Ability to remain calm whilst under pressure. Knowledge of Opera / Fidelio / Other world Class Property Management Systemis required.

**EDUCATION**:
Degree or Diploma in Hospitality Management is an assetor Graduates bachelor degree and/or diploma in hotel or other related field. ComputerKnowledge and experience in MS office programs.

**EXPERIENCE**:
Minimum 2 to 3 years work experience as Front Office Associate / Front office cashierin a hotel.

**Job Types**: Full-time, Permanent

**Salary**: RM2,000.00 per month

**Benefits**:

- Health insurance
- Maternity leave
- Meal provided
- Opportunities for promotion
- Parental leave

Schedule:

- Afternoon shift
- Evening shift
- Holidays
- Night shift
- Rotational shift

Supplemental pay types:

- Yearly bonus

**Education**:

- Diploma/Advanced Diploma (preferred)

**Experience**:

- Front desk: 1 year (preferred)

**Language**:

- Bahasa (preferred)
- Inggeris (preferred)

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