Front Office Supervisor

1. Anticipate guest’s needs through observation and offer prompt, efficient service either personally or through effective communication with other associates.

2. Align working practices and conduct with Sheraton Saigon Hotel and Towers Vision; consistently strive to meet and exceed the expectations of both internal and external guests.

3. Motivate and train (including certification) all Guest Service Agents to attain the highest standard of excellence in service, attitude and monetary returns for the Hotel.

4. Work closely with the Front Office Manager/Guest Service Managers to achieve the maximum standards and best level of coordination in guest services to the comfort and well being of the guest.

5. Submit and monitor monthly manpower budgets for Guest Service Agents.

6. Be fully conversant with the Emergency Plan of Action. Act as ‘floor monitor’ in emergency procedures.

7. Constantly seek to improve business results with new procedures, methods and policies and make recommendations to the Front Office Manager/Guest Service Managers.

8. Report and manage incidents, accidents, loss and/or damage to person and property within the premises.

9. Maintain vigilance over the security of the hotel and liaise with the Security department accordingly.

10. Handle complaints and take necessary action to ensure guests satisfaction.

11. Maintain excellent product knowledge of the hotel facilities and sell hotel outlets to generate revenue through commissions.

12. Ensures that the front desk and public areas are kept neat, tidy and clean at all times.

13. Ensure neat and orderly appearance of staff, record their attendance, accomplishments and endorse finished duties to incoming shift in appropriate log.

14. Ensures that Room Discrepancies are printed, checked and resolved in coordination with the Housekeeping Supervisors. All expected departures for the day is reviewed and acted upon. Vacant rooms are checked out and settled and occupied rooms are verified and extended, whenever required.

15. Maintain and ensure the proper functioning of the Briefing sheet and see that all GSA’s duties are fairly delegated on a rotation system.

16. Maintain a good rapport with the clients and identify potential business for the hotel. Disseminate such information accordingly.

17. Coordinate with other departments with regards room requirements.

18. Ensure that arriving guests are assigned ready rooms upon check in.

19. Assign a GSA who will handle Safety Deposit Box requirements per day. Usually, it will be the GSA positioned nearest the SDB Room.

20. Ensure that messages, packages and mail are relayed and given to the guest when they approach the Front Desk.

21. Hold briefing sessions with staff before each shift to cover day events.

22. Complete all associate certification.

23. Prepares financial reports, Bin checks and SDB Inventory are done on a timely manner and submitted to the FOM.

24. Evaluate staff performances and analyze training and developmental needs.

25. Prepare working schedules and annual leave schedules within budget, business expectations and guidelines of the labor code.

26. Understand and support local labor regulations.

27. Monitor and submit Associates’ timesheets to Payroll.

28. As required, work with the Catering & Conventions Department to arrange/co-ordinate room requirements. This includes staffing requirements for group arrivals and departures.

29. Ensures that the Express Check out Box is checked and processed.

30. Ensure the consistent delivery and collection of GSI questionnaires based on the specified random sampling.

31. Ensure departmental supplies are maintained and ordered as required.

32. Maintain and update the Fidelio Telephone Book and Concierge Information Book to ensure all information is up to date and relevant.

33. Check and countersign all Direct Billing arrangements.

34. Uphold the Company’s Cares culture by demonstrating the Star Service Standards at all times to guests and fellow associates.

35. Personally ensure compliance with all relevant Workplace Health & Safety and Occupational Health & Safety legislation, and personally ensure compliance to all Policies.

36. Undertake other duties as required by the Front Office Manager/ Guest Service Managers and Hotel Management.