Front Office Supervisor

2 weeks ago

Singapore InterContinental Full time

About us


As the world's largest family of luxury hotels, we all take great pride in being genuine ambassadors of the InterContinental brand.

Shaped by decades of international know-how and local insights, our passion for luxury travel spans cultures and customs. Inspiring us to create warm and sophisticated experiences for those seeking a richer perspective on the world.


Each of our hotels cultivates a distinctive style and ambience where we embrace every opportunity to give our guests a personal and enriching experience.

If you'd like to embrace a wider world of experiences and opportunities, we'd like to welcome you to the world's most international luxury hotel brand.


Your day to day


Under the general direction of the Assistant Managers and the Front Office Manager, you will be responsible for the operational efficiency of all reception areas during shift and the service delivery of those areas to ensure guests receive a consistent luxury experience.

You will be required to coordinate with all other departments within the hotel to ensure that a seamless guest experience is consistently delivered.


Financial Returns

  • To be fully conversant with the facilities, services and special promotions offered by the hotel and to pass this information on to the guest to maximize sales
  • Maintain comprehensive knowledge of standard reservation procedures
  • Ensure all charges are correctly posted to guests' bills following the standard procedures
  • Deal with cash and credit transactions in accordance with the hotel and company policy and ensure that any discrepancies are reported immediately
  • Maintain cashier float and ensure accurate daily report of all money received
  • Be aware of the hotel availability and of every opportunity to maximize room revenue
  • Ensure that all credit limits are adhered to and to advise the Front Office Manager when there acconts exceeding the credit limits.
  • Be aware of the hotel availability and of every opportunity to maximize room revenue
  • Gain understanding of the departmental goals and financial targets and support the management team in achieving these targets
  • Works with superior in the operations of the reception desk

People

  • Comply with Standard Operating Procedures and guidelines provided by InterContinental Brand Standard Guidelines
  • Comply with company's grooming and behaviour standards
  • Communicates to his/her superior any difficulties, guest comments and other relevant information
  • Actively participates in daily briefings, training sessions and other meetings as scheduled
  • Ability to work as part of a diverse team with colleagues from different viewpoints, culture and countries
  • Actively develop positive and effective communication between Front Desk team and all other operational departments
  • To carry out on the job training for new comers under the direction of the Assistant Managers and Front Office Manager.
  • To assist the Front Office Manager in the leading and developing of the reception team and actively coaching them on hospitality skills, department procedures and taking the necessary disciplinary action when needed.
  • Ensure proper handover procedures are followed in the transferring of all relevant information daily
  • Align self with company values, mission and desired behaviors
  • Perform other duties as assigned

Guest Experience

  • Demonstrate service attributes in accordance with industry expectations and company standards including;
  • Being attentive to guests' needs and providing an anticipatory service
  • Being aware of all guests written and spoken requests and promptly fulfilling all guests' request in a courteous and helpful manner
  • Maintain high level of knowledge about the InterContinental's offerings to enhance guest experience
  • To have a full working knowledge of the IHG Rewards and InterContinental Ambassador programs and its benefits taking every opportunity to enroll new members
  • Build and maintain positive relationship with all guests and attempt to learn and use guests name at every opportunity
  • Take action to guarantee that guests depart from the hotel with a positive impression of the hotel services
  • Attend to guests' complaints, inquiries and requests in the absence of the Assistant Manager if he/she is unable to assist
  • Assist guests and escort them to locations within the hotel at their request
  • Maintain knowledge of special programs and events in the hotel to recognize and respond to guest's needs
  • Maintain current Hotel information to be able to provide information to guests
  • Ensure high recognition of IHG Rewards Club and Ambassador Members to achieve optimal scores in HeartBeat program and other Guest Satisfaction surveys
  • Take personal interest and pride to ensure that the front office and desk area is kept clean and in an orderly state always
  • Responsible and attend to guests request of using service of safety box at all times
  • Register all arrivals per established p

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