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Description

Position Summary

The Front Office Supervisor is accountable for supervising the daily operations of the Front Desk ensuring maximum guest satisfaction and maintaining professional standards of service. The Front Office Supervisor is responsible for managing the shift ensuring check-in, check-out and related services are provided to guests and visitors to City of Dreams in accordance with established service standards

Primary Responsibilities

• Perform and supervise the check-in and check-out processes utilizing established systems and procedures including appropriately allocating rooms to guests, escorting guests to room and confirming and executing account payment in an efficient and effective manner. This includes ensuring that floats balance at the completing of each shift.
• Assist in the management, coaching and development of Bell staff to ensure competence, performance and succession objectives are met. This includes conducting performance reviews and counseling on all staff in accordance with City of Dreams’ 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 Manager in efficiently managing the department according to the established concept statement providing a courteous, professional, efficient and flexible service at all times
• Prepare, administer and compile reports as required in an accurate and timely manner
• Ensuring the effective resolution of any issues raised by a guest either in person to ensure ongoing relations and rapport are not compromised with the guest
• Assist the Front Office Manager with administrative duties as required.
• To liaise with Housekeeping and other related departments on daily operation.
• To handle guest enquiry in a courteous and efficient manner and report guest complaints or problem to
• Assistant Manager – Front Office or Front Office Manager if no immediate solution can be found and assure follow up with guests

• To ensure that the cashiering procedures are strictly adhered to

Qualifications

• Extensive experience in a Front Office environment
• Supervisory experience

• Understanding of Hotel Property Management Systems (preferably OPERA)