Front Office Supervisor

Hotel De'La Ferns; Tanah Rata; Presencial; MYR 73.000 - 100.000; Jornada completa

Descripción de la vacante

Hotel De'La Ferns in Cameron Highlands is seeking a Front Office Supervisor to lead the front desk team, manage guest interactions, and optimize daily operations. You will oversee check-in/check-out, guest inquiries, and room allocations while coordinating with housekeeping and other departments.

The role emphasizes mentoring staff, maintaining high standards of service, and contributing to revenue optimization through upselling and efficiency improvements.

Formación

• Proven leadership and team management skills.
• Strong guest service orientation and problem-solving.
• Experience overseeing front desk operations and room allocations.
• Ability to coordinate with housekeeping, maintenance and F&B.

Responsabilidades

• Lead front desk team and manage weekly duty rosters.
• Monitor check-in/check-out processes and guest bookings.
• Optimize room revenue through upselling and yield strategies.
• Oversee inventory of supplies and lobby maintenance.
• Collaborate with departments for seamless operations.

Conocimientos

Leadership

Guest services

Team management

Operations coordination

Front desk operations

Communication

Herramientas

IDB PMS System

Descripción del empleo

Front Office Supervisor at Hotel De'La Ferns, Cameron Highlands

Are you a natural leader with a passion for providing exceptional guest experiences? Hotel De'La Ferns in Cameron Highlands is in search of a Front Office Supervisor who thrives in a dynamic environment. Join us and elevate our guests' stays to new heights!

Company Overview:

Nestled in the heart of the picturesque Cameron Highlands, Hotel De'La Ferns is a boutique gem, renowned for its timeless elegance and personalized service. Surrounded by lush greenery and mist-kissed landscapes, our hotel is a sanctuary where guests find solace in nature's embrace while experiencing the epitome of refined hospitality.

Key Responsibilities:

Guest Services:

• Ensure the highest level of guest satisfaction by providing personalized and attentive service.
• Handle guest inquiries, concerns, and feedback promptly and professionally.
• Anticipate and address guests' needs to ensure a positive experience.
• Identify opportunities to enhance guest services and implement improvements.
• Propose and implement new initiatives to elevate the overall guest experience.

Team Leadership & Duty Roster for the Team:

• Recruit, train, and supervise front desk agents and other related staff
• Handling weekly duty roster for entire FO team including bellman, to ensure full coverage
• Foster a positive and motivated work environment, providing guidance, coaching, and performance feedback.
• Develop and implement training programs to enhance team members' skills and knowledge.

Inventory and Supplies Management:

• Oversee inventory levels for supplies and amenities, ensuring adequate stock levels are maintained.
• Coordinate with relevant departments to restock supplies as needed.

Front Desk Operations:

• Oversee the check-in and check-out process, ensuring efficiency and accuracy.
• Handle all incoming call bookings and inquiries.
• Manage room reservations and ensure proper room allocation based on guests' preferences and availability.
• Handle room assignments for VIPs and special requests.

Revenue Management:

• Monitor room rates, availability, and occupancy levels to optimize revenue.
• Implement strategies to maximize room revenue through upselling, cross-selling, and yield management.

Lobby Maintenance:

• Ensure the lobby, public area toilets and porch area is tidy, organized, and welcoming at all times.

Room Assignments and Inventory Management:

• Allocate rooms and manage room inventory to maximize occupancy and revenue.
• Collaborate with housekeeping to ensure rooms are ready for guest arrival.
• Maintain accurate records of room availability and guest accounts.

Procedures and Policies:

• Develop and enforce standard operating procedures to maintain consistency in service quality.
• Ensure compliance with all hotel policies, procedures, and regulations.

Technology and Systems:

• Oversee the use of property management systems and other relevant software.
• Stay updated on industry trends and technology to enhance operational efficiency.
• Foster effective communication and collaboration with other hotel departments (e.g., housekeeping, maintenance, F&B) to ensure seamless operations.
• Participate in regular management meetings to discuss overall hotel performance and strategic initiatives.

What You Will Need to Succeed in This Role:

• Exceptional leadership and team management skills.
• Strong organizational abilities and attention to detail.
• Proficiency in English and Malay. Proficiency in Tamil and Chinese is considered a bonus.
• Technological proficiency, including familiarity with IDB PMS System is additional advantage
• Proactive approach to guest service enhancement and problem-solving.