Front Office / Guest Service Supervisor

Position summary statement:

The incumbent will assist the Duty Manager in the supervision and control of the Front Desk operations and carry out all guest service duties.

Primary Responsibilities:

• Supervise, coordinate and participate in all Front Desk activities.

• Check grooming standards for all Front Office staff.

• Determine daily room requirements and ensure guest’s special requests are being checked.

• Responsible in Room Controlling and assignment of rooms for the day arrival as per guest preferences.

• To ensure all guests preferences are met to the best of our ability and strive to “Make Guest Happy”.

• Check to ensure there is sufficient stock of Front Desk supplies on a weekly basis. Send requisition when needed. Conduct weekly inventory of supplies.

• Read entries in Communication Book and ensure all instructions and tasks assigned are follow-up.

• Perform duties of Guest Services Agent whenever needed.

• Relief Guest Services Agent for meals.

• Coordinate with Housekeeping on Group Arrival to ensure rooms block are clean for groups check in. Ensure Housekeeping received a copy of the group arrival list.

• Check 3 days Arrival and assign rooms accordingly.

• Assist Guest Services Agent in checking in/out FIT/Groups.

• Change money for cashiers in the morning.

• Attend to guest queries and problems.

• Check cashiers work and ensure supporting documents for city ledger are attached.

• Ensure procedures and policies on city ledger are followed.

• To be aware of all VIP arrivals and departures, especially corporate guests.

• Ensure all GHA Members are met up by Duty Manager and benefits are explained upon check in.

• Plan weekly roster for Front Desk area and obtain Duty Manager’s approval.

• Submit Overtime request and Night Shift allowance for approval on monthly basis.

• Conduct daily briefing for all Front Office staff in the absence of the Duty Manager.

• Conduct training for GSA for job scope and latest promotion website packages.

• Ensure all new Guest Services Agent received proper training and assign them with a buddy.

• To undertake any other reasonable assignment by the Duty Manager and Front Office Manager, as and when required.