Admin & Operations/ Front Office Supervisor

Scope of work:

Ensures that Front office department is running efficiently and in accordance with the property’s policies and procedures and that customer satisfaction is maximized at all times

Responsibilities:

1. Admin

• Update employee's working schedule, leave, holidays, sick leave in the property at the request of Human Resources
• Read contracts, submit documents for sigining follow the request from Property Manager
• Reminder Head of Department updated weekly report and save reports
• Prepare and send quarterly reports as required by the Ward Security
• Perform other assigned tasks

2. Operation (in charge Front Office & F&B Departments)

• Report directly to Property Manager the problems arising in the site during the guest's stay, give the plan to handle and overcome
• Ensure proper standards of conduct, uniform, hygiene and appearance of the Front Office & FB are strictly adhered to"
• Responsible for greeting and seeing off VIP and special attention Residents
• Meeting with VIP guests, regular guests and long-term guests to ensure that the project's services are provided satisfactorily
• Oversee front desk operations and ensure client receives 100% satisfaction
• Resolve client complains in a timely manner and respond on time to any complaints "
• Participate in interacting with clients and ensuring that shift duties are handled by receptionist & waiter in professional
• Understanding, anticipating, capturing the needs of guests, being attentive and mastering every situation
• Cooperates, coordinates with other departments related to daily works
• Inspects front of house(main entrance, driveway, Lobby, restaurant) and back of house(gym, swimming pool,apartment lounge) regularly for cleanliness, safe and security
• Checks billing instructions and monitors clients credit limit
• To assist customer when there is a medical request
• Absolutely keep the personal information of customers staying at the project confidential
• Be responsible in keeping our property safe and secure, to participate in any hotel activity related to Fire Life safety
• Responsible for training new front desk staff & FB staff (if any)
• Ensures that all associates under Front Office and FB departments have updated job descriptions, appraisals and are given clear development opportunity guidelines
• In coordination with the Training Department, ensures that Front Office & FB associates undergo adequate training and that it is carried out in their day-to-day activities
• Encourages high level of moral and cooperation
• Promotes and ensures two-way communication throughout
• Develops a sense of empowerment in all his/her staff
• Ensures all disciplinary procedures are carried out
• Prepare periodic or sudden reports as requests from the line manager
• To be a receptionist when needed
• Complete other tasks as assigned