Front Office Supervisor

- Courteously and accurately answers inquiries from potential guests and accepts hotel reservations.

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

- Uses suggestive selling techniques to sell room nights, increase occupancy and revenue.

- 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.

- Adhere to company credit limit, floor limit policies.

- Allocate rooms to expected arrivals after checking guests preferences and special requests.

- Build strong relationships and liaise with all other department's especially housekeeping, reservations etc.

- Operates the EPBX equipment, including, assisting incoming & outgoing calls, setting wake-up calls, enabling DND (Do Not Disturb) and paging for in-house guests.

- Cross 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.

- Performs other duties as assigned, requested or deemed necessary by management.

- Ensure Front office log book and hotel log book is always updated and actioned upon.

- Ensures safety by following guest check in and security procedures and reporting suspicious activity to security, manager, or MOD.

- Participate in hotel committees and task force assignments.

- Assist all departments in servicing the guests during high volume periods.

- Takes responsibility in the absence of the Duty Manager / Front office manager.