Front Office Supervisor - Pahang, Malaysia, Kuantan - Mangala Estate Boutique Resort

Description

Overview :

We are seeking a dynamic and experienced Front Office Supervisor for our Five Star Resort. As a Front Office Supervisor at a resort, your role encompasses overseeing daily operations at the front desk, ensuring efficient check-in and check-out processes for guests, managing reservations, and addressing any guest inquiries or concerns promptly and professionally.

You'll lead a team of front desk staff, providing guidance, training, and support to ensure exceptional customer service delivery. Additionally, you'll collaborate with other departments to coordinate guest services, maintain accurate records, and uphold the resort's standards for hospitality and guest satisfaction, all while fostering a positive and welcoming atmosphere for guests and staff alike.

Key Responsibilities:

1. To assign rooms according to guest requirements.
2. To check daily guest arrival and departure list.
3. To update room status regularly.
4. To receive and assist VIP guest in their registration upon check in.
5. To greet waiting guests during check-in and check-out and offer assistance to avoid any delays.
6. To arrange guest amenities to be delivered to VIP guests.
7. To ensure that all group master folios are checked daily for their accuracy and availability of the supporting on daily basis.
8. To settle guest complaints on room assignment and problems concerning room bills.
9. To plan and check on the staff duty roster.
10. To provide on the job training to subordinates and new recruits.
11. To report any irregularities to his / her superior immediately.
12. To supervise the subordinates in the daily preparation of various reports and job assignments when working overnight shift.
13. To attend to guest complaints and solve them amicably.
14. To be able to handle guestâs inquiries effectively.
15. To know the Hotel policies and required standards.

Qualifications:

• Bachelor's degree in Hospitality Management, Business Administration, or related field.
• Proven experience as Front Manager or similar role in the hospitality industry.
• Exceptional leadership and decision-making skills.
• Strong understanding of resort management software (e.g: IFCA System, Opera)
• Solid understanding of hospitality procedures and best practices.
• Excellent problem-solving and customer service skills.
• Proficiency in English & Bahasa Malaysia; knowledge of additional languages (Chinese, French, German) is a plus.
• Flexibility to work in shifts, during weekends, evenings, and holidays.
• CPR and First Aid certification is a plus.

Physical Requirements:

• Ability to stand for long periods
• May be required to work in outdoor settings.
• hands-on experience and thrive in practical, action-oriented person

Equal Opportunity:

Our resort is an Equal Opportunity Employer. All employment decisions are made without regard to race, color, religion, gender, sexual orientation, national origin, disability, or any other protected status in accordance with applicable law.