Supervisor, Front Operations

POSITION SUMMARY:

Front Operations Supervisor is responsible for supervising the daily operations of the Front Office to ensure that the set company’s standard are adhered to.

PRIMARY RESPONSIBILITIES:

• Assist in the management, coaching and development of Front Operations team members to ensure competency and delivering of excellence service. This includes conducting performance reviews and counselling in accordance with the company’s Performance Management System.
• Exhibit exceptional customer service at all times to both guests and fellow team members 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 Operations Assistant Manager, Assistant Front Operations Manager and Front Operations Manager in managing the department according to the established standards.
• Prepare, administer and compile reports as required in an accurate and timely manner.
• Ensuring the effective resolution of any issues encountered by a guest to ensure.
• Assist the Front Operations Assistant Manager, Assistant Front Operations Manager and Front Operations Manager with administrative duties as required.
• To handle guest enquiry in a courteous and efficient manner and report guest complaints or problem to Front Operations Assistant Manager or Assistant Front Operations Manager or Front Operations Manager if necessary.
• To ensure the Front Operations Assistant Manager, Assistant Front Operations Manager and Front Operations Manager are updated of any relevant feedback from guests or other departments.
• Adhere to all company policies and procedures.
• Report accidents, injuries, unsafe work conditions and / or security issues to the superiors.
• Perform other reasonable job duties as assigned by superiors from time to time.

Experience

• 2-year working experience with minimum 1-year experience as Senior Front Office Attendant in a Front Office environment.

Education

• High school diploma or equivalent hospitality training.

Skills / Competencies

• Good command in both written and spoken Cantonese / Mandarin / English.
• Communication and interpersonal skills.
• Able to work on flexible shift including overnight, weekends and holiday on rotation basis.
• Knowledge of Hotel Property Management Systems (preferably Opera).