The Supervisor, Front Office is responsible for supervising the daily operations of the Front Desk to ensure that the set company’s standard are adhered to.

PRIMARY RESPONSIBILITIES:

• Assist in the management, coaching and development of Front Desk staff to ensure competency and delivering of excellence service. This includes conducting performance reviews and counselling in accordance with the company’s Performance Management System.
• Exhibit exceptional customer service at all times to both guests and fellow employees when communicating instruction, information or advice ensuring the information is received in a timely manner and understood.
• Contribute to the maximization of revenue by “upselling” rooms where appropriate to guests.
• To assist the Front Office Assistant Manager and Front Office Manager in managing the department according to the established standards.
• Prepare, administer and compile reports as required in an accurate and timely manner.
• Ensuring the effective resolution of any issues encountered by a guest to ensure.
• Assist the Assistant Manager, Front Office and Manager, Front Office with administrative duties as required.
• To handle guest enquiry in a courteous and efficient manner and report guest complaints or problem to Front Office Assistant Manager or Front Office Manager, if necessary.
• To ensure the Front Office Assistant Manager and Front Office Manager are updated of any relevant feedback from guests or other departments.
• Adhere to all company policies and procedures
• Report accidents, injuries, unsafe work conditions and /or security issues to the superior
• Perform other reasonable job duties as assigned by superiors from time to time

QUALIFICATIONS:

Experience

• 2 years working experience with minimum 1 year experience as Senior Front Office Attendant in a Front Office environment

Education

• High school diploma or equivalent hospitality training

Skills / Competencies

• Good command in both written and spoken Cantonese / Mandarin / English,
• Communication and interpersonal skills
• Able to work on flexible shift including overnight, weekends and holiday on rotation basis
• Able to work under pressure
• Knowledge of Hotel Property Management Systems (preferably OPERA)