Front Desk Supervisor

POSITION OVERVIEW

At Aman we are on a mission to create the world’s ultimate luxury lifestyle brand; hotels, resorts, experiences and products which transform our guests’ perspectives and daily lives. To achieve our ambitions, we capitalize on our unique combination of world-class and diverse talent, unmatched design, and access to locations, cultures and experiences few are privy to. We live by the ‘Aman way of life’ – a mindset shared by our guests and employees which creates a lifelong sense of belonging driven by our values of:

 

Invest in individuality – fostering an environment where each person can push boundaries, take risks and challenge norms.

Nurture pathfinder spirit – exploring experiences, opportunities and locations which transform into new exciting ventures.

Act like owners – taking the charge, leading by example and an immense sense of pride in their work.

Celebrate communities – ensuring that every member of our community is looked after and nurtured in a compassionate, respectful and collaborative manner.

RESPONSIBILITIES

Under the direct supervision of Front Office Reception Manager, the Front Reception Supervisor is responsible for ensuring the highest level of guest satisfaction in accordance with the Policy and Procedure, Standard Operating Procedures and other guidelines established by the hotel or the corporate office.

 

KEY DUTIES AND RESPONSIBILITIES:

 

Please note that this is not an exhaustive list of everything that needs to be done. Amansantis always find new ways to look after the business, their guests, and their colleagues. Within this, the key responsibilities for this position are:

 

GENERAL

• Understand and embody Aman Flamework, such as Ambition, Purpose, Brand Pillars, Values and Competencies.
• To ensure that the Brand is protected, to ensure that all business partners and guests are delighted by their on-property experience, in the best traditions of the Aman culture and Flamework.

ACT LIKE OWENRS

• RESULT AND DRIVE
• Understand and follow Delegation of Authority of the department.
• Review daily revenue and statistical figures.
• Maximizing ADR, and, Rooms profit.
• Conduct Upsell for the room and Cross sell to outlets to maximize hotel revenue.

NATURE PATHFOINDER SPIRIT

• INNOVATION & ENTREPRENEUSHIP
• Be open and supportive with implementation of new ideas.
• Utilize resources to achieve improvement of productivity of tasks and quality of the service. 

INVEST IN INDIVIDUALITY

• QUALITY OF WORK
• Understand and follow Policy and Procedure and Standard Operating Procedures.
• Be visible and accessible to guests.
• Maintain Guest History profiles and ensure Guest Recognition, Customer Delight and Retention on daily bases
• Ensure the guest information is properly handled and protected.
• Drive customer delight and retention by being a role model in delight guest in every single interaction.
• Obtain feedback from guests to improve services and facilities actively.
• Full knowledge of stay package and promotions available to guests.
• Full knowledge of guest rooms and information of outlets in the hotel.
• Full knowledge of the operational systems at Front Office.
• To have the most updated information in the hotel, the city as well as the nationwide events.

 CELEBRATE COMMUNITIES 

• TEAMWORK
• Recognize team members for outstanding delivery of customer delight.
• Communicate guest preference information with other departments to delivery customer delight.
• Create a positive and highly motivated working environment that promotes and develops teamwork.
• Help each other across departmental boundaries.
• COMMUNICATION
• Utilize and develop communication tools and channels for the dissemination of information and workflow amongst Front Office and all departments in the hotel.
• Attend Daily Front Office Briefing to share information.
• HUMAN TOUCH
• Recognize team members for outstanding delivery of customer delight.
• Maintain strong relationship and goodwill with regular guests.
• To ensure that the environmental initiatives are adhered to in the workplace and participates in community activities and programs.
• Celebrate guests’ occasions like birthday and anniversary by preparing cards, letters, email, and gifts. 

HEALTH, HYGIENE, SAFETY AND SECURITY

• Be aware of Hotel Safety Procedures.
• Never compromise safety.
• Full understanding and utilization of the code of discipline as a guide to maintain a safety of our guests, Amansantis and the hotel.
• Understand and enforce hotel grooming standards.
• Understand and enforce COVID-19 countermeasures and SOPs in the hotel.
• Always pay attention to own physical condition management.

QUALIFICATIONS

ESSENTIALS:

• Languages:
• Verbal and written proficiency in English and Japanese
• Work Experience:
• Minimum 3 years as Front Reception in an international luxury hotel.
• Others:
• Computer knowledge, ability to work long hours
• Motivated and team builder
• Flexibility, enthusiasm, initiative
• Goals oriented, desire to achieve goal
• Committed

DESIREBLES:

• Experience as Front Reception Supervisor in an international luxury hotel.
• Sense of humour
• Self confidence
• Maturity
• Knowledge of other foreign languages