Front Office Supervisor - Johor Bahru, Malaysia - Berjaya Waterfront Hotel Johor Bahru
Description
Position Title:
Front Office Supervisor
Reports to:
Front Office Manager/ Duty Manager
FRONT DESK SUPERVISOR DUTIES AND RESPONSIBILITIES:
- Ensure Outstanding customer care at all times.
- Maintains a friendly, cheerful and courteous demeanour at all times.
- Courteously and accurately answers inquiries from potential guests and accepts hotel reservations.
- Responds to telephone and in-person inquiries regarding reservations, hotel information and guest concerns.
- Uses suggestive sellingtechniques to sell room nights, increase occupancyand revenue.
- Supervise daily shift process ensuring all team members adhere to standard operating procedures.
- Train, direct the work of, resolve issues/problems and coach and counsel the front desk team members to ensure a quality operation.
- Resolve customer issues, complaints, problems in a quick, efficient manner to maintain a high level of customer satisfaction and quality service.
- Adhere to company credit limit/ floor limitpolicies.
- Allocate rooms to expected arrivalsafter checking the guests preferences and special requests.
- Build strong relationships and liaise with all other department's especially housekeeping, reservations etc.
- Operates the EPBX equipment, including, assisting incoming & outgoing calls, setting wake-up calls, enabling DND(Do Not Disturb) and paging for in-houseguests.
- Cross Check all billing instructions are correctly updated
- Controls cash transactionsat the front desk and maintains complete responsibility for personal bank as specified by hotel bank agreement policy.
- Supervise the operations of the front desk to ensure an optimal level of service and hospitalityis provided to the guests.
- Performs other duties as assigned, requested or deemed necessary by management.
- Ensure Front office log bookand hotel log bookis always updated and actioned upon.
- Ensures safetyby following guest check inand securityprocedures and reporting suspicious activity to security, manager, or MOD.
- Participate in hotel committees and task force assignments.
- Assist all departments in servicing the guests during high volumeperiods.
- Takes responsibility in the absence of the Duty Manager/Front office manager
- As a supervisor you will be a role model, sharing your expertise and continually inspiring the front office team.
PREREQUISITES:
A positive attitude and excellent communication skills. Experience of motivating and leading a winning team. Ability to remain calm whilst under pressure. Knowledge of Opera / Fidelio / Other world Class Property Management Systemis required.
EDUCATION:
Degree or Diploma in Hospitality Management is an assetor Graduates bachelor degree and/or diploma in hotel or other related field.
EXPERIENCE:
Minimum 2 to 3 years work experience as Front Office Associate / Front office cashierin a hotel.
Job Types:
Full-time, Permanent
Salary:
RM2,000.00 per month
Benefits:
- Health insurance
- Maternity leave
- Meal provided
- Opportunities for promotion
- Parental leave
Schedule:
- Afternoon shift
- Evening shift
- Holidays
- Night shift
- Rotational shift
Supplemental pay types:
- Yearly bonus
Education:
- Diploma/Advanced Diploma (preferred)
Experience:
- Front desk: 1 year (preferred)
Language:
- Bahasa (preferred)
- Inggeris (preferred)
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