Front Office Supervisor

COMO Metropolitan Singapore

Property: COMO Metropolitan Singapore
Position:  Front Office Supervisor
Base Location:  Singapore
Department:  Front Office  
Reporting to:  Front Office Manager

Tasks/Responsibilities:

• Supervise the daily operation of the Front Office Department, which includes Guest Relation Agents, Front Desk, Telephone Operator, and Driver/Bellperson.
• Communicate with guests as per hotel policies and procedures to know their needs and concern daily. Create a preference log for the most repeated guests.
• Implement Duty Rosters for each area to ensure all sections are sufficiently manned to deliver a consistent level of service as required by the hotel.
• Ensure all the items required especially stationeries and guest supplies for the day and month are in stock at the Front Desk.
• Set up in conjunction with the Assistant Front Office Manager, to ensure procedures are ready for all Front Office employee operations.
• Be completely knowledgeable of room types, sales types, guest types, VIP codes, and room rates. Maintain an excellent knowledge of room layouts and features.
• Monitor upsell program and ensure employees are promoting to designated guests on a day-to-day basis.
• Be present at the Front Desk during guest arrivals and departures.
• Conduct regular training sessions to ensure all Front Office employees can adequately perform all tasks.
• Attend training programs as instructed by the manager.
• Possess knowledge of all hotel fire and safety procedures.
• Conduct daily briefing sessions to ensure Front Office employees are fully conversant with all areas of the hotel operation.
• Liaise with the Housekeeping Department to ensure rooms are available and Vacant and Ready for arrival guests.
• Coordinate with the bell person for the delivery and collection of guests’ luggage on their arrival and departure.
• Assess guests’ complaints and problems by taking proper, prompt, and effective action to ensure the best possible satisfaction for our guests.
• Obtain Front Office Log Book and take note of all daily happenings at the Front Desk (guest requests, complaints, etc.).
• Ensure proper training is provided for Guest Service Assistants in handling all cashiering and reception functions (exchange foreign currency, account settlement, check-in guests, check-out guests, etc.)
• Ensure that hotel credit limit procedures are adhered to and liaise with Accounts Department employees accordingly.
• Check guest correspondence prior to arrival, and ensure any special request is followed up accordingly.
• Ensure all reservations are entered into the Property Management System correctly and the correct room type is allocated prior to arrival.
• Upsell hotel products with a view to maximise occupancy and average rate.
• Check rooms blocked for all Very Important Person’s prior to their arrival and make sure all amenities are in place.
• Liaise and inform department heads of concerns of any Very Important Person arriving at the hotel.
• Ensure the daily tour excursion board is updated and the schedule is in place.
• Messages, incoming faxes, and incoming mail are delivered promptly to guests.
• Ensure all paperwork is done properly such as welcome letters, amenities special requests, departure notices including guest bills, excursion order confirmations, birthday cake orders, etc.
• Ensure a proper shift handover, and cashiering closing duties are implemented.
• Update Front Office Bulletin Board daily and brief all employees accordingly. 
• Encourage and develop a good cordial working relationship (teamwork) among staff.
• Assist with the recruitment, evaluation, and discipline of the Front Office employees.
• Implement Duty Rosters for each area to ensure all sections are sufficiently manned to deliver a consistent level of service as required by the hotel.
• Assist with mentoring, coaching, hiring, and discipline as needed to team members of the Front Office.