Supervisor - Front Desk

Internal Section ---------------------------------

Position Summary

The Supervisor - Front Desk is responsible for overseeing the operations of the front desk. Supervise Front Desk Agents to ensure exceptional customer service, efficient check-in and check-out processes, and smooth communication with guests and other departments. The Supervisor - Front Desk plays a vital role in creating a positive guest experience and maintaining a high level of guest satisfaction.

Primary Responsibility

• Supervise and manage the performance of Front Desk Agent.
• Provide guidance, training, and ongoing support to ensure a high level of professionalism, guest satisfaction, and teamwork.
• Delegate tasks, assign responsibilities, and monitor performance to optimize productivity and service quality.
• Ensure a warm and welcoming atmosphere for guests, resolving any issues or concerns promptly and effectively.
• Assist with guest check-in and check-out procedures, including verifying guest information, assigning rooms, and handling payments.
• Handle escalated guest inquiries or complaints, demonstrating excellent problem-solving and conflict resolution skills.
• Oversee the daily operations of the front desk, ensuring smooth communication and coordination with other hotel departments.
• Coordinate room assignments, reservations, and special requests to ensure guest preferences are met.
• Monitor room availability, rates, and occupancy to maximize revenue and optimize room utilization.
• Conduct training programs for new front desk agents, providing comprehensive instruction on hotel procedures, systems, and Asian Heart service standards.
• Provide ongoing training to existing team members to enhance their skills, knowledge, and guest service abilities.
• Foster a culture of continuous learning, teamwork, and professional growth within the front desk department.
• Assist in managing the front desk budget, including costs efficiency, monitoring expenses, and ensuring proper billing and payment procedures.
• Handle cash transactions, maintain accurate records, and reconcile daily financial reports.
• Collaborate with Finance to ensure accurate billing and resolve any discrepancies.
• Maintain effective communication with other hotel departments, such as Housekeeping, Engineering, and Reservations, to ensure guest needs are met efficiently.
• Collaborate with Housekeeping to ensure room readiness and timely response to guest requests.
• Utilize hotel management software and systems to manage reservations, guest profiles, and reporting.
• Ensure front desk agents are proficient in using hotel systems and provide troubleshooting support as needed. 
• Stay updated with technology trends and recommend improvements to enhance front desk operations.

Requirements

• Previous experience in a supervisory or leadership role within front desk or hospitality environment.
• Strong leadership and team management skills, with the ability to motivate and inspire a diverse team.
• Excellent customer service and interpersonal skills, with a friendly and professional demeanor.
• Knowledge of hotel operations, reservation systems, and guest service standards.
• Strong organizational and multitasking abilities, with attention to detail and accuracy.
• Proficiency in using computer systems and software for front desk operations and reporting.
• Flexibility to work shifts, weekends, and holidays as required in a 24/7 operational setting.
• Excellent communication skills in Cantonese, Mandarin and English, both verbal and written.