FRONT OFFICE SUPERVISOR

Hotel Granada Johor Bahru; Johor Bahru; On-site; MYR 46,872 - 71,424; Full time

Job summary

Hotel Granada Johor Bahru is seeking a Front Office Supervisor to oversee smooth front desk operations, assist senior managers, and ensure guest satisfaction. The role includes supervising receptionists, handling registrations, and coordinating with housekeeping to ensure room readiness, while training new staff and resolving payment issues.

The position requires strong leadership, communication skills, and a focus on maintaining high service standards in a busy hotel environment.

Responsibilities

• Ensure smooth and efficient front office operations.
• Assist Duty Manager/AFOM/FOM when absent.
• Supervise reception, registration, mail, keys and concierge.
• Manage front office system as required.
• Train and guide new staff and trainees.
• Resolve guest payment issues (credit cards, etc.).
• Follow up on guest satisfaction and relate issues.
• Prepare materials for check-in for VIPs and groups.
• Process payments including room charges and cash.
• Anticipate sold-out situations and arrange alternatives.
• Coordinate with Housekeeping on room readiness.
• Maintain logs, balance cash and report discrepancies.
• Maintain confidentiality and professional appearance.
• Handle reservations at counter or by phone.
• Develop positive working relationships and maximize revenue.

Job description

• Front Office Supervisor responsible to ensure smooth and efficiency of front office operation. She/ He must assist Duty Manger/ AFOM/ FOM in the absence of them in any way on operation, assist GSA, concierge and bellman during required period.
• Provides courteous and efficient and if possible, complies with each and every guest’s request
• Supervises the receptionists and ensures the smooth operation of the registration, mail and key as well as the concierge counters.
• Able to manage front office system imposed by hotel
• Train and guide or assign new staffs or trainee with buddy
• Assist staff with expediting problem payments (e.g., problems processing credit card).
• Follow up with guest regarding satisfaction with guest-related issues.
• To be responsible for the preparation of all necessary materials for check-in (i.e. registration, welcome folder, keys, etc.) for VIPs, pre-registered guests and groups before their arrival.
• Process all payment types such as room charges, cash, checks, debit, or credit.
• Anticipate sold-out situations and obtain satisfactory alternative accommodations when the property cannot accommodate guests with reservations.
• To be responsible for the assignment and blockings of rooms for arriving guests particularly VIPs and groups as well as special request guests.
• Checks and coordinates with housekeeping on rooms’ discrepancy report and any outstanding issue to be follow-up. Coordinate with Housekeeping to track readiness of rooms for check-in.
• Review shift logs/daily memo books and document pertinent information in logbooks.
• Count bank at the beginning and end of shift. Balance and drop receipts according to accounting specifications.
• Follow all company policies and procedures; ensure uniform and personal appearance are clean and professional; maintain confidentiality of proprietary information.
• Takes room reservations at the counter or on telephone.
• Speak with others using clear and professional language; prepare and review written documents accurately and completely; answer telephones using appropriate etiquette.
• Develop and maintain positive working relationships with others and ensures Front Office personnel are treated fairly and equitably.
• Directs and works with managers and employees to successfully execute all front office operations, including guest arrival and departure procedures.
• Handles minor guest complaints and reports to Duty Manager of the event.
• Strives to continually improve guest and associate satisfaction and maximize the financial performance of the department.
• Supervise Reception personnel to ensure optimum occupancy and average room rate for the purpose of maximizing revenue.
• Monitors Front Office personnel to ensure guests receive prompt, cordial attention and personal recognition.
• To be responsible for the sufficient stock of all supplies and forms in the Front Desk and cleanliness aspect.
• Inspect frequently for cleanliness and orderliness, back office, the lobby, reception and cashier's desk and, on a random basis, VIP rooms prior to arrival.
• Follow-up outstanding issue related to operations.
• Provides information to co-workers, and subordinates by telephone, in written form, e-mail, or in person.
• Analyses information and evaluating results to choose the best solution and solve problems
• Accepts other duties as may be directed from time to time.