Front Office Supervisor

• To be responsible for planning, organizing, co-ordination and supervising Commons operations. Act as support between Managers and Associates to cascade operational information or policy & procedure to ensure smooth operations. To ensure each interaction is conducted in an on-brand behaviour and fulfilled with personal, instinctive and renewing experience

• Eagerly connect with everything and everyone, foster an environment where social responsibility, art, culture, food and technology are topics of great interests. Always, build and develop communities that promote diversity and connections. Furthermore, is engine for creativity and innovation coupled with counterbalance to complexity
• Report duty on time in full uniform. Be well-groomed at all times and maintain a friendly and cheerful attitude.
• To perform 3 rotating shift duties; Morning, Afternoon and Night in accordance to duty roster as planned.
• Responsible for the room assignment according to the guest requirements; anticipate ahead and manage inventories, including baby cot, extra beds and connecting rooms
• Ensure to close outstanding issues that brought forward from previous shift or followed up according to policy and procedure.
• Review the daily arrival and departure lists, ensure the manpower is sufficient at specific time at front desk to provide service to the guests.
• Maximizes the room and hotel revenue.
• Update room situations periodically.
• Monitor all out of Order and Out of Service rooms.
• Receive and assist VIP, special attention and regular guests, special attention in the registration process.
• Coordinate with the department concerned for any amenities that should be arranged and delivered to the guests.
• Settle guest complaints on room assignment and problems that is concerning the room bills.
• Provide training to subordinates and recruits.
• Report happenings regularly to the Guest Services Manager (Duty Manager) and The Front Office Manager.
• Supervise the subordinates in the daily preparation of various reports and statistics when working in the overnight shift.
• Supervise the day to day performance of the subordinates in the daily operation.
• Ensure to hold for arrival messages & packages are delivered to guest upon check-in or check-out.
• Prepare and conduct the shift briefing.
• Check the grooming and posture of the associates regularly.
• Check accuracy of the registration card which modified by the front desk associates.
• Check cash float of each associate at the end of shift.
• Monitor and manage guest’s credit balance by reviewing daily credit balance
• Monitor and manage Payment Master daily
• Review all folios for VIP, special attention and regular guests prior their departure as to avoid any irregular item was posted
• Be a role model to the subordinate.
• Ensure the tracking system in place to capture the guest preferences
• Manages customer feedback effectively, uses guest issues and compliments to motivate the team and improve the services
• Daily check on rooms availability status for next 3 days including room blocks (i.e. OOS and house use) and special top VIPs.
• Meet & greets and checks-in VIPs, special attention guests and Long Stay guests.
• Monitor guest history program and maintains a relevant guest history database. Ensures that guest history records are accurately maintained, and all repeat guests are pre-registered.
• Review all front office log book and pursue with appropriate action if necessary.
• Facilitate multiskilling within the department
• Take appropriate action to resolve guest dissatisfaction
• Carries out any other reasonable duties and responsibilities as assigned.
• Ensure to follows up on daily no shows, room assignment and readiness for early arrivals.
• Ensure to follows up on Traces and ensure complete update and resolve.
• Ensure to follow-up on daily Departures to confirm due out rooms are zeroed without pending account..
• Ensure to follow-up on high balance account daily and alert Manager if account exceeded house limit.
• Ensure to conduct safe deposit box audit daily and report if any discrepancy
• Ensure to conducts daily Guest Registration card bucket check and follow up on missing Registration card and required document if any.
• Ensure to checks and replenishes collateral and stationeries as required for daily operations.
• All information relating guests, associates and hotel is to be kept private and confidential.
• All transactions and duties are to be performed in accordance to stated policy and procedure and with integrity.
• To provide coaching and guidance to Commons Connector Associate, support in operational needs and ensuring that the team follows each required standard and portrait on-brand behavior.
• Co-ordinate and work closely with Supervisors of other departments to ensure smooth operations and guest’s experiences.
• To assume and perform any other duties as require by Managers.

• Attractive, competitive salary
• -Accommodation/Meals: Sun Home with full amenities according to 3-star hotel standards; 3 meals/day
• Transportation for receiving work/home leaves with regard to level of employees and distance from home to resort
• The benefits only at Sun Group: Suncare Insurance, entertainment mode for yourself and your family in the Sun Group’s entertainment system in country (Hon Thom/ Ba Na/ Fansipan cable car/ Sun World Da Nang Wonder...)
• Holiday/ New Year bonus. 13th month salary
• Training & Development

• Front Office operational knowledge
• Mature, people person and is a vibrant explorer and curious by nature
• Good interpersonal and communication skills, eagerly connect with everything and everyone
• Solid leadership and training skills

• Good communication skill in English verbal, listening and writing

• Certifications or diploma in hotel Management is preferred

• 2 years experiences in hotel front desk operations
• Track record in leading hotel with good standards

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