Front Office Supervisor Full Time

The Position

To ensure operational efficiency of all Front Office areas during shift and the service delivery of those areas.

Key Roles & Responsibilities

• Manage and supervise all tasks of his/her staff to ensure optimal guest satisfaction
• Greet all guests in a friendly and helpful manner and attempt to learn and use guest’s name at every opportunity
• Register and room all arrivals according to established procedures
• Perform check in, check out and room change procedures and ensure all data are entered completely into the hotel systems
• Maintain cashier float and ensure accurate daily report of all money received
• Cash hotel guests’ personal and travelers checks and assist with currency exchange
• Keep abreast of all modifications to accounting policies and procedures
• Knowledgeable of all special promotion procedures for programs such as Seasonal Packages, Frequent Flyers Programs, and Loyalty programs
• Attend to guest’s complaints, inquiries and requests in a timely and courteous manner
• Is familiar with other hotels so that guest indicating any next destination on the registration card can be “sold” on an onward booking to another Sofitel Hotels
• Perform the audit balances and prepare all works for audit in an orderly fashion
• Maintain comprehensive knowledge of standard reservation procedures
• Maintain exemplary department standards of behavior and appearance and attitude
• Ensure that the front desk work area is kept clean and in an orderly state at all times
• Conducts shift briefings to communicate hotel activities and operational requirements
• Cover night manager during their absence and able to conduct night audit and shift closure requirements.
• Follow up with finance and ensure to resolve any pending documents.
• Perform the audit balances, prepare, and review all the report related the accounts audit and the inventory reports in an orderly fashion.
• Preparing the hotel management system for the night procedures with approval of the night manager/duty manager.
• Team training and development
• Involve and lead in department projects such as upsell, loyalty program etc. The Position

To ensure operational efficiency of all Front Office areas during shift and the service delivery of those areas.

KEY ROLES & RESPONSIBILITIES

• Manage and supervise all tasks of his/her staff to ensure optimal guest satisfaction
• Greet all guests in a friendly and helpful manner and attempt to learn and use guest’s name at every opportunity
• Register and room all arrivals according to established procedures
• Perform check in, check out and room change procedures and ensure all data are entered completely into the hotel systems
• Maintain cashier float and ensure accurate daily report of all money received
• Cash hotel guests’ personal and travelers checks and assist with currency exchange
• Keep abreast of all modifications to accounting policies and procedures
• Knowledgeable of all special promotion procedures for programs such as Seasonal Packages, Frequent Flyers Programs, and Loyalty programs
• Attend to guest’s complaints, inquiries and requests in a timely and courteous manner
• Is familiar with other hotels so that guest indicating any next destination on the registration card can be “sold” on an onward booking to another Sofitel Hotels
• Perform the audit balances and prepare all works for audit in an orderly fashion
• Maintain comprehensive knowledge of standard reservation procedures
• Maintain exemplary department standards of behavior and appearance and attitude
• Ensure that the front desk work area is kept clean and in an orderly state at all times
• Conducts shift briefings to communicate hotel activities and operational requirements
• Cover night manager during their absence and able to conduct night audit and shift closure requirements.
• Follow up with finance and ensure to resolve any pending documents.
• Perform the audit balances, prepare, and review all the report related the accounts audit and the inventory reports in an orderly fashion.
• Preparing the hotel management system for the night procedures with approval of the night manager/duty manager.
• Team training and development
• Involve and lead in department projects such as upsell, loyalty program etc.

PERSONAL ATTRIBUTES

• Good written and verbal communication skills in English
• Able to develop rapport with colleagues and management staff
• Ability to work cohesively with co-workers as part of a team
• Ability to focus attention on guest needs, remaining calm and courteous at all times
• Ability to promote positive relations with guests and patrons
• Able to exercise good judgement with difficult guests
• Understanding and ability to work in a multi-cultural environment

Qualifications

• Degree from School for Tourism & Hotel Management

Experience

• Minimum 3 – 5 years’ relevant experience with at least 2 year at a supervisory level