JOB SUMMARY

The Front Office Supervisor is responsible for the management of all aspects of the front desk functions and guest services, in accordance with property standards. He/she is responsible for supervising, building the front desk team, directing, implementing, and maintaining a positive guest experience throughout their stays, and management philosophy which serves as a guide to respective staffs, customers, and tenants.

JOB DESCRIPTION

Front Desk Operations:

• Maintains appropriate standards of conduct, dress code, hygiene, uniforms, appearance, and posture of Front Office and Concierge employees.
• Manage daily team attendance and team performance to make sure they follow company SOP and daily front desk checklist (morning, afternoon, night, and general).
• Overseeing daily front desk operations, including reservations, rooms assignments, and room status updates.
• Ensure accurate and efficient handling of guest registration, payment processing, and key distribution.
• Collaborate with housekeeping and maintenance departments to coordinate room readiness and guest requests.
• Prepare daily routine for front desk to check for readiness of reception area and lobby area, and ensure its kept clean, organized and welcoming.

Guest Service Excellence and Guest Relations:

• Provide excellent customer service to all guests, addressing inquiries, requests, and complaints promptly and professionally.
• Ensuring a warm and welcoming atmosphere for guests arriving at the front desk, creating a positive first impression.
• Handle guest check-ins and check-outs efficiently, following the established procedures.
• Create a positive company image in every interaction with internal and external tenants.
• Address and resolve guest issues or complaints promptly and professionally, ensuring guest satisfactions.
• Ensure the front desk team follow up and follow through with guest requests until it’s completed.
• Handle escalated situations diplomatically, providing appropriate solutions to enhance guest experience.
• Maintain guest profiles and preferences to personalize service and anticipate guest needs.

Team leadership and Training:

• Supervise and train front desk staff to ensure they adhere to established standards and policies.
• Conduct regular performance evaluations, provide feedback, and identify opportunities for improvement.
• Organize and lead team meetings to discuss goals, updates, and address any concerns.
• Coaching, counseling, and disciplining staff, providing constructive feedback to enhance performance.

Cash handling and Reporting:

• Supervise cash handling procedures, ensuring accuracy and compliance with financial policies.
• Coordinate and support daily revenue reports, balancing cash and credit transactions with accounting team.

Administrative Task:

• Manage office 365 suite for Front Office Department accurately including email, one drive, SharePoint, and make sure there is a correct file/folder/report in the system following company’s guidelines.
• Maintain accurate records, including guest registration cards, reservation logs, and occupancy reports.
• Oversee and prepare daily, weekly, and monthly reports and ensure they’re being done and sent to management in a timely manner.
• Monitors and controls the inventories for front office equipment and supplies.
• Assist in managing room inventory and rate strategies to maximize revenue and occupancy.
• Monitor closely room rates on OTA and propose upselling program and promotions to increase revenue.
• Encourage front desk staff to upsell rooms for direct bookings and promote hotel amenities to increase revenue.

Safety and Security:

• Monitor the lobby and public areas, stay alert of the safety and security of guests and staff.
• Maintain guest confidentiality at all levels.

General Operations:

• Report to department head or relevant department immediately and on time in case of finding any lost or broken items in room or public area either from client or employee.
• Maintain complete knowledge and comply with all departmental policies and service procedures/standards.
• Maintain complete knowledge of correct maintenance and use of equipment. Use equipment only as intended.
• Coordinates exchange of information between inter departments and cross departments to ensure smooth operation flow.
• Schedules and regularly conducts routine inspections of areas under control.
• Conducting probation and formal performance appraisal in line with company guidelines.
• Conducts comprehensive monthly departmental meetings to overview past month performance, make recommendations to improve overall services include review of procedures and events which warrant special handling and detailed information.

Others:

• Adhere to company brand standards.
• Perform other duties as assigned by Superior/Management

JOB REQUIREMENT

Knowledge:

• Education: Bachelor’s degree in Hotel and Tourism Management or related field.
• Experience: Minimum 5 years in hospitality, in particular with luxury serviced apartments or hotels.
• Knowledge: Knowledge of regional and national real estate law and guidelines for rental property.

Skill & Abilities: 

• Language: Good command of Khmer, English, other language is a plus.
• Computer literacy: Proficiency in Microsoft office and Email.
• Other: Capable of collecting, analyzing, and presenting data.
• Detail-oriented, good organizational and reporting skills.
• Ability to work independently and collaboratively in a fast-paced environment.
• Strong problem-solving skills and the ability to adapt to changing priorities.
• Reliable, capable of multi-task, work well in team, and work under pressure.
• Strong interpersonal skills to support relationships with a broad range of stakeholders.