Front Office Supervisor/ Giám sát Lễ tân

- Maintains a friendly, cheerful and courteous demeanor at all times.

- Responds to telephone and in-person inquiries regarding reservations, hotel information and guest concerns.

- Arrange FO staff’s shift; supervise daily shift process ensuring all team members adhere to standard operating procedures.

- Train, direct the work of, resolve issues/problems and coach and counsel the front desk team members to ensure a quality operation.

- Resolve customer issues, complaints, problems in a quick, efficient manner to maintain a high level of customer satisfaction and quality service.

- Check all billing instructions are correctly updated

- Controls cash transactions at the front desk and maintains complete responsibility for personal bank as specified by hotel bank agreement policy.

- Supervise the operations of the front desk to ensure an optimal level of service and hospitality is provided to the guests.

- Responsible for assisting guests with check-in and check-out, up-selling the service which include F&B, Spa, Tour,…

- Other Taskes assigned by Hotel manager & FOM