Front Office Supervisor

COMO Metropolitan Singapore; Singapore; On-site; SGD 42,000 - 56,000; Full time

Job summary

COMO Metropolitan Singapore, located on Bideford Road in the heart of Singapore, seeks an experienced Front Office lead to supervise daily operations across Guest Service Agents, Front Desk, and Bell staff. You will deliver personalised guest service and uphold COMO’s standards while coordinating with Housekeeping and other departments.

Strong knowledge of room types, VIP handling, and upsell opportunities is required.

Responsibilities

• Supervise the daily operation of the Front Office Department, which includes Guest Service Agents, Front Desk, Bell person.
• Communicate with guests per hotel policies to understand needs and concerns; create a preference log for repeated guests.
• Implement Duty Rosters for each area to ensure adequate staffing for consistent service.
• Ensure stock of essential items at the Front Desk (stationeries, guest supplies).
• Be fully knowledgeable of room types, sales types, guest types, VIP codes and room rates; know room layouts and features.
• Monitor upsell program and ensure staff promote to designated guests daily.
• Be present at the Front Desk during guest arrivals and departures.
• Conduct regular training sessions to ensure Front Office employees can perform all tasks.
• Attend training programs as instructed by manager.
• Possess knowledge of all hotel fire and safety procedures.
• Conduct daily briefings to ensure Front Office staff are familiar with hotel operations.
• Liaise with Housekeeping to ensure rooms are available and Vacant Ready for arrival guests.
• Coordinate with bell staff for luggage delivery and collection on arrival/departure.
• Address guest complaints promptly to ensure maximum satisfaction.
• Obtain Front Office Log Book and note daily happenings at the Front Desk.
• Ensure proper training for Guest Service Assistants in cashiering and reception duties (currency exchange, settlement, check-in/out).
• Adhere to hotel credit limit procedures and liaise with Accounts as needed.
• Check guest correspondence prior to arrival and follow up on special requests.
• Enter all reservations into the Property Management System and allocate correct room types.
• Upsell hotel products to maximise occupancy and average rate.
• Verify rooms blocked for V.I.Ps and ensure amenities are in place.
• Inform department heads of VIP arrivals and ensure smooth operation.
• Keep daily tour excursion boards updated and schedules in place.
• Ensure prompt delivery of messages, faxes, and mail to guests.
• Complete documentation such as welcome letters, special requests, departure notices including guest bills, excursions, etc.
• Ensure proper shift handovers and cashiering close-out.
• Update Front Office Bulletin Board daily and brief all employees.
• Encourage teamwork and good relations among staff.
• Assist with recruitment, evaluation, and discipline of Front Office staff.
• Assist with mentoring, coaching, hiring, and discipline as needed for Front Office team members.
• Support COMO’s sustainability goals by implementing environmentally responsible practices.

Job description

COMO Metropolitan Singapore is located in the heart of Singapore on Bideford Road. It is part of COMO Orchard, COMO Group’s newest immersiveexperience building which is the most complete iteration yet of the vision that brings together COMO Group’s hospitality, fashion, wellness and cuisine intoone inspiring location. COMO Metropolitan Singapore’s 156 rooms and suites are spread over 11 floors with a rooftop pool bar that is exclusively for hotel guests. COMO guests also enjoy preferred access to some of the hottest tables in town including the first patisserie in Asia from renowned pastry chef Cedric Grolet, the Michelin-starred Korean steakhouse COTE and COMO Cuisine. The building also features a multi-label fashion retail space curated by Club 21and a new flagship urban wellness space by COMO Shambhala. The result is an inspiring gathering place for innovators and creatives with a passion for the COMO-curated life.

Provide personalised and efficient guest service per Leading Quality Assurance and COMO Hotels and Resort guidelines.

Tasks/Responsibilities:

• Supervise the daily operation of the Front Office Department, which includes Guest Service Agents, Front Desk, Bell person.

• Communicate with guest as per hotel policies and procedures to know their needs and concern daily. Create a preference log for most repeated guests.

• Implement Duty Rosters for each area to ensure all sections are sufficiently manned to deliver a consistent level of service as required by the hotel.

• Ensure all the items required especially stationeries and guest supplies for the day and month is in stock at the Front Desk.

• Set up in conjunction with the Front Office Manager, ensure procedures are ready for all Front Office employee operations.

• Be completely knowledgeable of room types, sales types, guest types, VIP codes and room rates. Maintain an excellent knowledge of room layouts and features.

• Monitor upsell program and ensure employees are promoting to designated guests on a day-to-day basis.

• Be present at the Front Desk during guest arrivals and departures.

• Conduct regular training sessions to ensure all Front Office employees can adequately perform all tasks.

• Attend training programs as instructed by manager.

• Possess knowledge on all hotel’s fire and safety procedures.

• Conduct daily briefing sessions to ensure Front Office employees are fully conversant with all areas of the hotel operation.

• Liaise with the Housekeeping Department to ensure rooms are available and Vacant Ready for arrival guests.

• Coordinate with bell person for the delivery and collection of guest’s luggage on their arrival and departure.

• Assess guest’s complaints and problems by taking proper, prompt and effective action to ensure the best possible satisfaction to ourguests.

• Obtain Front Office Log Book and take note of all daily happenings at the Front Desk (guest request, complaints, etc.).

• Ensure proper training is provided for Guest Service Assistant in handling all cashiering and reception functions (exchange foreign currency, account settlement, check in guests, check out guests, etc.)

• Ensure that hotel credit limit procedures are adhered and liaise with Accounts Department employees accordingly.

• Check guest correspondence prior to arrival, and ensure any special request is followed up accordingly.

• Ensure all reservations are entered into the Property Management System correctly and the correct room type is allocated prior to arrival.

• Upsell hotel products with a view to maximise occupancy and average rate.

• Check rooms blocked for all Very Important Person’s prior to their arrival and make sure all amenities are in place.

• Liaise and inform department heads concern of any Very Important Person’s arriving at the hotel.

• Ensure daily tour excursion board is updated and schedule is in place.

• Messages, incoming faxes and incoming mails are delivered promptly to guests.

• Ensure all paper work are done properly such as welcome letter, amenities special request, departure notice including guest bill, excursion order along with confirmation, birthday cake order etc.

• Ensure a proper shift hand over, cashiering closing duties are implemented.

• Update Front Office Bulletin Board daily and brief all employees accordingly.

• Encourage and develop a good cordial working relationship (teamwork) among staff.

• Assist with the recruitment, evaluation and disciplineof the Front Office employees.

• Implement Duty Rosters for each area to ensure allsections are sufficiently manned to deliver a consistent level of service as required by the hotel.

• Assist with mentoring, coaching, hiring, anddiscipline as needed to team members of the Front Office.

• Support and contribute to COMO’s sustainability goals by implementing environmentally responsible practices within your roles and departments.