Front Office Supervisor

TROVE Hotel Johor Bahru
17 January 2020
  • Front Office Supervisor responsible to ensure smooth and efficiency of front office operation. She/ He must assist Duty Manger/ AFOM/ FOM in the absence of them in any way on operation, assist GSA, concierge and bellman during required period.
  • Provides courteous and efficient and if possible, complies with each and every guest’s request
  • Supervises the receptionists and ensures the smooth operation of the registration, mail and key as well as the concierge counters.
  • Able to manage front office system imposed by hotel
  • Train and guide or assign new staffs or trainee with buddy
  • Assist staff with expediting problem payments (e.g., problems processing credit card).
  •  Follow up with guest regarding satisfaction with guest-related issues.
  • To be responsible for the preparation of all necessary materials for check-in (i.e. registration, welcome folder, keys, etc.) for VIPs, pre-registered guests and groups before their arrival.
  • Process all payment types such as room charges, cash, checks, debit, or credit.
  • Anticipate sold-out situations and obtain satisfactory alternative accommodations when the property cannot accommodate guests with reservations.
  • To be responsible for the assignment and blockings of rooms for arriving guests particularly VIPs and groups as well as special request guests.
  • Checks and coordinates with housekeeping on rooms’ discrepancy report and any outstanding issue to be follow-up. Coordinate with Housekeeping to track readiness of rooms for check-in.
  • Review shift logs/daily memo books and document pertinent information in logbooks.
  • Count bank at the beginning and end of shift. Balance and drop receipts according to accounting specifications.
  • Follow all company policies and procedures; ensure uniform and personal appearance are clean and professional; maintain confidentiality of proprietary information.
  • Takes room reservations at the counter or on telephone.
  •  Speak with others using clear and professional language; prepare and review written documents accurately and completely; answer telephones using appropriate etiquette.
  • Develop and maintain positive working relationships with others and ensures Front Office personnel are treated fairly and equitably.
  • Directs and works with managers and employees to successfully execute all front office operations, including guest arrival and departure procedures.
  • Handles minor guest complaints and reports to Duty Manager of the event.
  •  Strives to continually improve guest and associate satisfaction and maximize the financial performance of the department.
  • Supervise Reception personnel to ensure optimum occupancy and average room rate for the purpose of maximizing revenue.
  • Monitors Front Office personnel to ensure guests receive prompt, cordial attention and personal recognition.
  • To be responsible for the sufficient stock of all supplies and forms in the Front Desk and cleanliness aspect.
  • Inspect frequently for cleanliness and orderliness, back office, the lobby, reception and cashier's desk and, on a random basis, VIP rooms prior to arrival.
  • Follow-up outstanding issue related to operations.
  • Provides information to co-workers, and subordinates by telephone, in written form, e-mail, or in person.
  • Analyses information and evaluating results to choose the best solution and solve problems
  • Accepts other duties as may be directed from time to time.
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