Front Office Supervisor

2 weeks ago

Singapore beBeeFrontDesk Full time $3,500 - $5,500

Job Summary:

An entry-level management position that oversees daily shift requirements, ensuring seamless guest and employee satisfaction. The Front Office encompasses various areas, including Bell/Door Staff, Call Center, and Guest Services/Front Desk.

Key Responsibilities:
  • Leverage interpersonal and communication skills to lead, motivate, and encourage team members; advocate sound financial and business decision-making; demonstrate integrity; lead by example.
  • Cultivate a collaborative environment by promoting mutual trust, respect, and cooperation among team members.
  • Serve as a role model, demonstrating appropriate behaviors.
  • Support day-to-day operations and assume responsibilities in colleagues' absence when necessary.
  • Coach, counsel, and empower employees to improve their knowledge and skills.
  • Address employee inquiries and concerns effectively.
  • Assist the Front Office Manager in their absence.
  • Communicate performance expectations to employees based on job descriptions for each position.
Monitoring Progress Toward Guest Services and Front Desk Goals:
  • Ensure high-quality standards are met daily to exceed customer expectations.
  • Develop specific goals and plans to prioritize tasks, organize work, and achieve objectives.
  • Resolve complaints, settle disputes, and negotiate with others.
  • Participate in department meetings and consistently communicate clear, concise messages about Front Desk goals to drive desired results.
  • Pursue service excellence continually.
  • Manage staffing levels to meet operational needs, guest service expectations, and financial objectives.
  • Train staff on adherence to all credit policies and procedures to minimize bad debts and rebates.
  • Supervise same-day selling procedures to maximize room revenue and property occupancy.
  • Understand the impact of Front Desk operations on overall property financial goals and objectives.
Providing Exceptional Customer Service:
  • Deliver services that exceed customer satisfaction and retention targets.
  • Improve service by communicating individualized feedback and coaching to employees when needed.
  • Set a positive example for guest relations.
  • Empower employees to provide excellent customer service within guidelines.
  • Address guest problems and complaints, seeking assistance from supervisors if necessary.
  • Interact with guests to obtain product quality and service level feedback.
Managing Projects and Policies:
  • Implement the customer recognition/service program, ensure process communication.
  • Assist in reviewing comment cards and guest satisfaction results with employees.
  • Ensure employees have necessary supplies and uniforms.
  • Use a guest information tracking system to recognize repeat guests' preferences and resolve issues efficiently.
Supporting Human Resource Activities:
  • Identify developmental needs in others and coach, mentor, or guide them to improve knowledge or skills.
  • Provide guidance and direction to subordinates, set performance standards, and monitor performance.
  • Offer feedback to individuals based on observed service behaviors.
  • Participate in ongoing employee recognition programs.
  • Conduct training when required.
  • Participate in employee performance appraisal processes.

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