Background

Emerge Egress Consulting is a Management and Training Consulting established in 2017 (herein referred as EEC). EEC specializes in offering tailored and proficient HR Management training and team building services. We examine issues of concern in depth and we have specialized in training which looks at the demand for potential success of Government, Local ...

Role Objective

Our client, a leading hotel is seeking to hire a Dynamic and Passionate Front Office Supervisor who will be responsible for the management of Daily Front Office operations, including the Reception, Reservations and Concierge ensuring exceptional service delivery with a hands-on approach.

The ideal candidate should be able to drive exceptional guest experiences, managing staff, and maintaining high standards of service.

Core Duties and Responsibilities

• Lead, manage, train, and motivate the Front Office team to provide top-notch hospitality and service excellence.
• Reviews staffing levels to ensure that guest service, operational needs and financial objectives are met.
• Handle guest inquiries, resolve complaints, and special requests with professionalism and efficiency.
• Manage schedules, budgets, and performance targets for the front office team.
• Review daily front office work and activity reports.
• Coordinate with other departments to ensure smooth operations and enhance overall guest experience.
• Uphold and ensure implementation of hotel policies and maintain high standards of hospitality.
• Manages daily operations, ensuring the quality, high service standards and meeting the guest expectations of the customers on a daily basis.
• Facilitate smooth communication between the Front Office and other departments.
• Monitor and ensure compliance with front desk procedures and hotel policies.
• Conducts department meetings and continually communicates a clear and consistent message regarding the Front Office goals to produce desired results.
• Maximize room revenue and occupancy by reviewing status daily.
• Analyse rate variance, monitor credit reports and maintain close observation of daily house count.
• Monitor the selling status of the house daily. ie flash report, allowance etc.
• Perform any other duties allocated.

Job Specifications and Qualifications

• Degree/ Degree in Hospitality or Hotel Management or a related field.
• At least 5 years of experience in a hotel front office supervisor role in a 4 star or 5 star hotel.
• Proficiency in hotel management software (eg, Opera, Fidelio).
• Proficiency in night audit, telephone operations, reception and cashier duties etc.
• Considerable knowledge of computer systems for registration, reservations and backup systems.

Key Competencies

• Strong proven leadership and problem-solving skills.
• Ability to thrive in a fast-paced environment.
• Customer-oriented and adaptable to working in various shifts.
• Skilled in managing reservations efficiently to maximize occupancy.
• Excellent communication and interpersonal abilities.
• Excellent Customer experience skills and a passion for delivering memorable guest experiences.

• Lead, manage, train, and motivate the Front Office team to provide top-notch hospitality and service excellence.
• Reviews staffing levels to ensure that guest service, operational needs and financial objectives are met.
• Handle guest inquiries, resolve complaints, and special requests with professionalism and efficiency.
• Manage schedules, budgets, and performance targets for the front office team.
• Review daily front office work and activity reports.
• Coordinate with other departments to ensure smooth operations and enhance overall guest experience.
• Uphold and ensure implementation of hotel policies and maintain high standards of hospitality.
• Manages daily operations, ensuring the quality, high service standards and meeting the guest expectations of the customers on a daily basis.
• Facilitate smooth communication between the Front Office and other departments.
• Monitor and ensure compliance with front desk procedures and hotel policies.
• Conducts department meetings and continually communicates a clear and consistent message regarding the Front Office goals to produce desired results.
• Maximize room revenue and occupancy by reviewing status daily.
• Analyse rate variance, monitor credit reports and maintain close observation of daily house count.
• Monitor the selling status of the house daily. ie flash report, allowance etc.
• Perform any other duties allocated.

• Strong proven leadership and problem-solving skills.
• Ability to thrive in a fast-paced environment.
• Customer-oriented and adaptable to working in various shifts.
• Skilled in managing reservations efficiently to maximize occupancy.
• Excellent communication and interpersonal abilities.
• Excellent Customer experience skills and a passion for delivering memorable guest experiences.
• Proficiency in hotel management software (eg, Opera, Fidelio).
• Proficiency in night audit, telephone operations, reception and cashier duties etc.
• Considerable knowledge of computer systems for registration, reservations and backup systems.

• Degree/ Degree in Hospitality or Hotel Management or a related field.
• At least 5 years of experience in a hotel front office supervisor role in a 4 star or 5 star hotel.