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Front Office Supervisor

4 weeks ago

Singapore RB CORP PTE. LTD. Full time
Roles & Responsibilities

Your day to day


Under the general direction of the Front Office Manager, support and oversee the daily operation of the Front Office team to ensure all guests receive a consistent luxury experience. You will be required to coordinate with all other departments within the hotel to ensure a seamless guest experience is consistently delivered.


PEOPLE

  • Assists the department in planning for future staffing needs
  • Assist the Assistant Rooms Division Manager in recruiting in line with company guidelines
  • Prepares and administer detailed induction program for new staff
  • Assists in maintaining a comprehensive, current and guest focused set of departmental standards and procedures and oversee their implementation
  • Ensures training needs analysis of Front Office is carried out and training programs are designed and implemented to meet needs.
  • Provides input for probation and formal performance appraisal discussions in line with company guidelines
  • Coach, counsel and discipline staff, providing constructive feedback to enhance performance
  • Regularly communicate with staff and maintain good relations.
  • Cooperate, coordinate and communicate with other hotel departments as required
  • Supervise and directs Reception personnel.
  • Monitors appropriate standards of conduct, uniform, hygiene, and appearance of staff.

GUEST EXPERIENCE

  • Assist Guest Relations in greeting, rooming, and sending off VIP guests.
  • Ensure VIPs, InterContinental Ambassadors and IHG Rewards Club Members receive special attention
  • Responds to guest needs and resolves related problems
  • Reacts to situations to ensure guests receive prompt attention and personal recognition throughout the hotel
  • Build and maintain positive relationships with all internal customers and guests in order to exceed their needs.
  • Take action to address these needs in order to exceed their expectations and or resolve any problems.
  • Create a positive hotel image in every interaction with internal and external customers
  • Actively work to ensure the department and team adhere to hotel brand standards
  • Maintain a high level of product and service knowledge in order to explain and sell services and facilities to guests
  • Assist guests and escort them to locations within the hotel at their request
  • Maintain knowledge of special programs and events in the hotel in order to recognise and respond to guest’s needs
  • Maintain current Hotel information to be able to provide information to guests

RESPONSIBLE BUSINESS

  • Reports directly to and communicates with the Assistant Rooms Division Manager on all pertinent matters affecting guest service and hotel operations.
  • Inspects front of house and back of house regularly for cleanliness.
  • Provides input for Front Office meetings.
  • Checks billing instructions and monitors guest credit
  • Analyses and approves discounts and rebates.
  • Analyses the rate variance report to ensure rooms revenue control
  • Takes action with the Property Management Systems (PMS) in emergency situation.
  • Fully conversant with all hotel emergency procedures.
  • Ensures front line staffs comply with FIT marketing techniques and maximize sales.

Tell employers what skills you have

Front Office
Property Management Systems
Rooms Division
Property Management
Housekeeping
Recruiting
Training Needs Analysis
VIP
Property
Investigation
Opera
Human Resources
Customer Service
Performance Appraisal
Hospitality

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