Front Office Supervisor/Giám sát Lễ tân

• Ensure Outstanding customer care at all times.
• Maintains a friendly, cheerful, and courteous demeanor at all times.
• To handle all complaints promptly with a good attitude, then report to Assistant Front Office Manager and Front Office Manager for all difficult cases.
• To frequently check guest’s satisfaction during their stay or upon departure. Always offer further actions if there are minus points affecting their satisfaction.
• Responds to telephone and in-person inquiries regarding reservations, hotel information, and guest concerns.
• Uses suggestive selling techniques to sell room nights, and increase occupancy and 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, and problems in a quick, efficient manner to maintain a high level of customer satisfaction and quality service.
• Assign rooms to expected arrivals after checking the guests preferences and special requests.
• Build strong relationships and liaise with all other departments especially housekeeping, reservations, etc.
• To assist the Reception section in operation; especially at peak hours, to ensure smooth operation & excellent guest’s experiences
• To be familiar with PMS & cashiering procedures, cash handling, cash paid-out.
• To be responsible & involve the team members in all promotional programs to maximize hotel revenues: Breakfast, happy hours, special of the day…
• Enforce the SOPs’ implementation, manage the petty cash & paid-outs, PM, PF rooms, the usage of VAT invoice, cash handling & deposit, reports of guest in-house rate check, room discrepancies, credit limit.
• Controls cash transactions at 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 hospitality is provided to the guests.
• Performs other duties as assigned, requested or deemed necessary by management.
• Ensure the Front office log book and the hotel logbook are always updated and actioned upon.
• Ensures safety by following guest check in and security procedures 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-volume periods.
• Takes responsibility in the absence of the Assistant Front Office Manager / Front office manager
• As a supervisor you will be a role model, sharing your expertise and continually inspiring the front office team.

• Compatitive salary + service charge
• Career development with development programes
• Working with an experienced pre-opening team in a multi-cultural environment
• Social Insurance, Healthy Insurane,...as statutory

• Good communication and problem solving.
• At least 1 year experience in the similar position.

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