- Browse Job
- Front Office Supervisor
- Position
- Front Office Supervisor
- Department
- Front Office - Grand Lisboa Hotel
- Working Location
- Macau Peninsula
- Post Date
- 07/02/2024
- Requirements
-
• Diploma or above, major in hotel management is highly preferred
• Minimum of 2 years working experience in a similar role in a 5 star hotel
• Excellent verbal and written communication in English, ideally fluent in Cantonese and Mandarin
• Able to multi-task and work in a fast-paced environment
• Strong organization skills
• Good computer and system skills
• Preferable with understanding of Hotel Property Management System (Opera)
• Must be able to work on shift and standing for long durations
- Responsibilities
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• Perform check-in and check-out processes utilizing established systems and procedures including appropriately allocating rooms to guests, escorting guests to room, confirming and executing account payment in accordance with established credit procedures. This includes ensuring that employee banks are balanced at the completion of each shift
• Maintain current product knowledge of events and facilities of hotel including Gaming, Food & Beverage and Retail to ensure guest receives accurate advice and timely information
• Assist in the managing, coaching and development of Front Desk Agent to ensure competence, performance and succession objectives are met
• Contribute to the maximization of revenue by ‘upselling’ rooms where appropriate to guests
• Prepare and compile reports as required in an accurate and timely manner
• Ensure effective resolution of any issues raised by guests’ to ensure ongoing relations and rapport are not compromised
• To liaise with Housekeeping, Gaming, Finance and other related departments on a daily basis
• Handles guest enquiry in a courteous and efficient manner
• Report guests’ comments or complaints to the Duty Manager and find immediate solutions should required
• To ensure cashiering procedures are strictly adhered to
• Supervises all Front Desk staff ensuring all tasks as per the departmental task lists are completed at all times
• Maintain Reception Information Folder with up-to-date information on rates, programs, special benefit cards and any other useful information
• Report to the Duty Manager regarding individual staff's performance and attitude
• Conduct personal hygiene and grooming checks for Front Office team members in accordance with the hotel/departmental standards
• Maintain the departmental filing systems
• Review duty rosters on a daily basis and ensure manpower is always in line with anticipated business levels in the Front Desk operation
• Request sufficient stationary for the daily operations
• Conduct monthly equipment maintenance checks
• Perform any other reasonable duties as required by the department head from time to time
• Able to motivate people through effective communication, encouragement and praise
• Maintain complete knowledge of:
- All hotel features/services, hours of operation
- All hotel restaurant food concepts, menu price range, dress code and ambiance
- All hotel catering events and restaurant covers
- All hotel room inventory, daily occupancy
