JOB PURPOSE:
Supervise a team of Front Office Agents to ensure that all front of house and guests services processes are handled in accordance with prescribed service standards and policies to achieve maximum guests’ satisfaction.
ACCOUNTABILITIES:
1. Plan and roster the Front Office Agents shift.
2. Follows policy and procedures with regards to guest handling and service processes to ensure the welfare of guest and property.
3. Ensure all guests’ feedbacks and requests are attended to promptly.
4. Ensure that check-in and check-out procedures are handled smoothly and efficiently.
5. Ensure that all payments received are in order.
6. Ensure staff are working responsibly and efficiently.
7. Maintain staff morale and discipline.
8. To maintain flexibility to perform other duties and projects as required and deemed necessary to support the Hotel’s overall business objectives.
KNOWLEDGE / QUALIFICATIONS:
1. Familiar with Front Office operations.
2. Hotel Management Diploma or ‘A’ Level qualification or equivalent.
3. Minimum 3 years of experience in a similar capacity of hotel, with at least 1 year in supervisory capacity.
SKILLS:
1. Good customer service skills.
2. Good computer literacy and office administration skills.
3. Proficient in Microsoft software, Outlook, and Opera Cloud PMS.
