Job Purpose: Support the Manager with the daily operations of the Front Office and supervise the Service Agents to ensure smooth, efficient service delivery by coordinating the Office’s activities, delegating work and managing workflow. Monitor back office activities and run back-up reports.

Key Responsibilities

• Supervise the daily operations of the Front Office Team and monitor guest registration and status
• Review expected arrivals and check all VIP and special requests to ensure they are pre-registered, blocked correctly and relevant departments are notified of room assignments
• Coordinate with Housekeeping, Wynn Club Guest Services, Guest Services Centre, and Room Reservations to ensure a smooth registration process
• Review room availability and check departure status. Relay information to Service Agents, Supervisors, and Managers
• Monitor changes in the daily room inventory and assign vacant clean rooms
• Observe Service Agents’ adherence to operating policies and procedures for service standards, staff grooming, guest registration, establishing identification and credit, account settlement, posting, deposits, handling cash transactions, and health and safety
• Accept payments upon check-in/out, maintain a house bank and report deposits and receipts daily
• Handle cash, credit cards, foreign currency exchange, vouchers and invoices
• Assist in resolving accounting matters and disputes
• Update and maintain operating procedure manuals
• Ensure Front Office operating equipment is maintained in good working order
• Be familiar with the operating system, identify system errors and inform the Manager
• Compile and communicate resort information to Service Agents about the resort’s facilities, services, activities, packages and promotions
• Familiar with local attractions, restaurants and shows
• Monitor filing system for manual and electronic correspondence
• Monitor inventory levels of office and guest supplies to ensure adequate stock
• Arrange housekeeping of work areas and Front Office
• Prepare Front Office Service Agents for emergency situations according to the Hotel’s Emergency Procedures
• Continuously improve health and safety standards
• Prepare regular reports for the Manager and monthly departmental reports
• Accept any other duties and responsibilities assigned by the Manager and assume responsibilities in the Manager’s absence

Competencies and Requirements
Experience: Minimum 2 years of Front Desk supervisory experience in a five-star hotel
Knowledge/Certificates: Knowledge of Macau market. Basic accounting and cash handling.
Education: Tertiary diploma or equivalent (in Hospitality or Tourism preferred)
Language Ability: Fluent English, Mandarin and Cantonese
Computer Skills: Proficient in MS Office and Fidelio