Front Desk Supervisor

Description
Primarily supervises the front office team members to ensure efficient and smooth operations for producing excellent feedbacks and guest satisfaction. Responds in a professional and courteous manner to guests by providing accurate and timely information and services.
You will also ensure Club charges are processed diligently to guest's accounts, invoices are accurate, billing instructions are verified, all necessary supporting bills and vouchers are attached for direct settlements.
FRONT DESK SUPERVISOR DUTIES AND RESPONSIBILITIES:

• Ensure outstanding customer care at all times.
• Maintains a friendly, cheerful, and courteous demeanor at all times.
• Courteously and accurately answers inquiries from potential guests and accepts Club reservations.
• Responds to telephone and in-person inquiries regarding reservations, Club information, and guest concerns.
• Uses suggestive selling techniques to sell room nights, increase occupancy and revenue.
• Supervise daily shift process ensuring all team members adhere to standard operating procedures.
• Train, direct the work of, resolve issues/problems, and coach and counsel the front desk team members to ensure a quality operation.
• Resolve customer issues, complaints, problems in a quick, efficient manner to maintain a high level of customer satisfaction and quality service.
• Assisting incoming & outgoing calls, setting wake-up calls, enabling DND (Do Not Disturb), and paging for in-house.
• Cross-check all billing instructions are correctly updated.
• Supervise the operations of the front desk to ensure an optimal level of service and hospitality is provided to the guests.
• Performs other duties as assigned.
• Takes responsibility in the absence of the Duty Manager or Director.
• As a supervisor you will be a role model, sharing your expertise and continually inspiring the front office team.

Requirements
Night Audit experience is a must.