Front Office Supervisor - Giám sát Tiền sảnh

• The Front Office Supervisor is the first line the CSR looks for in case of advice needed

• Standard operation management: Ensure compliance with the procedures of the Reception department and policies of the Hotel

• Welcome and take care of VIP guests according to the regulations of the Hotel;

• Make sure that guests' profiles, preferences, and special requests are properly recorded in the system.

• Handle emails and phone calls in a prompt and professional manner. Ensure the team follows the same behavior & standards

• Monitor, guide and supervise the activities and work of employees during the shift.

• To resolve guest issues, complaints, and problems in an efficient manner to maintain a high level of customer satisfaction and quality service

• Perform basic receptionist skills professionally (skills in receiving room reservations, check-in, check-out, resolving complaints and guest requests...).

• Check and arrange room assignments as per established guidelines.

• Check back all bookings made during the day to ensure that rates and guest information are correct.

• Report to the Shift Manager/Deputy/Head of Department about all information regarding VIP guests, large groups, serious requests, and complaints occurring in the Hotel.

• Conduct proficient night audits;

• Comply with debt settlement policies and procedures, coordinating with the Sales and Accounting departments to ensure that debt settlement processes are carried out accurately and effectively;

• Finish shifts and efficiently handle financial transactions.

• Maintain and develop effective customer relationships;

• Manage and provide quality and efficient customer service according to Hotel standards;

• Effectively handle emergencies occurring in the Hotel;

• Plan the assignment and supervision of work in groups and during shifts;

• Train employees on-site effectively

• Support & coordinate with other departments in the Hotel to ensure smooth operation

• Perform other duties when the Shift Manager/Deputy/Front Office Manager requests.

•Competitive salary & full-service charge in the probationary period

• Uniform, duty meal, locker, and laundered uniform provided by the Hotel

• Annual health check

• Birthday gifts and allowances on special events

• Summer outings and several team-building activities

• Special discount for F&B services

• Other benefits according to Hotel’s policy

Required Skills:

• Excellent communication skills in English

• Have negotiation and problem-solving skills

• Enthusiastic, proactive, creative and responsible

• Skilled and mindful of service

Qualifications:

• Bachelor/Diploma Certificate in Hotel Administration, Hotel Management or equivalent

Experience:

• At least 01-years’ experience in the same position with an internationally branded hotel or serviced residence