Front Office Supervisor
Grand Midwest Hotel Apartments
Total years of experience :18 years, 10 Months
• Resolve customer complaints and answer customers' questions regarding policies and procedures
• Assist the Front Office Manager in all aspects of the department and ensure service standards are followed
• Provides managerial support for Reception, VIP Service and Guest Services in the daily operational duties for these areas
• Consistently offer professional, friendly and engaging service
• Ensure proper staffing and scheduling of all Front Office colleagues in accordance to productivity guidelines
• Communicate through pre-shift logs, emails and departmental meetings all pertinent information for the respective shift and areas of operation
• Train staff and fulfill training role in the absence of the trainer
• Assist guests regarding hotel facilities in an informative and helpful way
• Follow department policies, procedures and service standards
• Follow all safety policies
• Other duties as assigned
• Providing efficient, friendly and cordial service at the front desk.
• Exceptional capability in dealing with external and internal guests.
• Handling any reluctant issues during night shift.
• Provide friendly and efficient check in and out service.
• Speak with guests using a positive and clear speaking voice as well as listen attentively to understand requests.
• Welcome and greet guests immediately.
• Making use of electronic acceptance methods verified and swiped credit cards.
• Proficient in handling computer software.
• Make change, handle cash and balance an assigned house bank.
• Quickly answer the telephone using clear and positive English communication.
• Closing the guest's accounts at the time of check out.
• Monitoring Guest Folios (both Check inns, Check outs & Expected Arrivals & Departures )
• Handle the night audit process by the PMS system of the hotel.
• Generating Revenue Reports.
• Front Office Cashiering.
• Printing Night Reports (Chairman, Accounts, FOM, and GM.
• Verifying entries posted for the day (Internet, Transportation, F&B and others entries for the day.
• Police Reporting.
• Received guests on arrival with a friendly manner
• Entered complete details into the computer
• Efficiently deal with check-out of guests
• Deal with advanced reservations, took bookings and fulfilled particular requirements
• Operated the switchboard, messages and enquiries in an disciplined manner
• Posted all transactions to make sure that all bills are kept up-to-date
• Prepared the cash for bank delivery and ensured that all floats are accurate at the end of shift
• Received guests on arrival with a friendly manner
• Entered complete details into the computer
• Efficiently deal with check-out of guests
• Deal with advanced reservations, took bookings and fulfilled particular requirements
• Operated the switchboard, messages and enquiries in an disciplined manner
• Posted all transactions to make sure that all bills are kept up-to-date
• Prepared the cash for bank delivery and ensured that all floats are accurate at the end of shift
• Maintain the record of sales & purchase of Cards, Sims and Easy