Front Office Supervisor

Capella Hotels and Resorts; Singapore; On-site; SGD 56,000 - 89,000; Full time

Job summary

Capella Hotels and Resorts in Singapore seeks a Front Office Supervisor to support the Duty Manager in managing Front Office operations, monitor service responses, and resolve guest concerns. The role emphasizes accurate room status, training needs assessment, and implementing training plans.

You will supervise shift activities, coordinate daily front office tasks, welcome VIP guests, ensure smooth check-ins/outs, upsell, and maintain high standards of guest experience while upholding brand

Qualifications

• Hospitality diploma or degree required.
• Minimum 3 years in a Front-of-House role at luxury hotel or resort.
• Knowledge of Opera Cloud.
• Excellent problem-solving skills.
• Able to work under pressure in a fast-paced environment.
• Ability to interact with culturally diverse guests.

Responsibilities

• Supervise start-of-shift and end-of-shift activities.
• Oversee guest services to ensure standards of operation.
• Coordinate daily front office activities for efficiency.
• Plan resources and allocate work to team members.
• Maintain accurate room status information.
• Handle guest concerns and provide service recovery.
• Coach upselling and maximize hotel revenue.
• Assist in check-ins and check-outs of VIP guests and large groups.
• Greet and farewell special attention guests and repeat guests.
• Ensure reception is staffed and tidy at all times.
• Review handover information and day’s operations.
• Oversee room assignments to meet guest preferences.
• Analyse operations reports and guest statistics for management.
• Identify training needs and implement training plans.
• Inspect grooming and attire of team.

Skills

Opera Cloud

Problem-solving

Working under pressure

Guest interaction

Education

Hospitality diploma or degree

Tools

Opera Cloud

Job description

The Front Office Supervisor assist the Duty Manager to manage Front Office operations, monitors service responses, provides information and recommendations to guests, and resolves guest concerns and feedback. The individual maintains accurate room status information, handles operational irregularities review the team's training needs, and implementing training plans.

The Role

Manage Front Office Operations

• Supervise and perform start-of-shift and end-of-shift activities
• Supervise team's delivery of guest services to ensure adherence to organisational standards and procedures
• Coordinate daily front office activities to ensure operational efficiency
• Plan resources and allocate work assignments to team members
• Maintain accurate room status information
• Handle and resolve irregularities and guest concerns and feedback related to front office operations, and provide service recovery
• Supervise upselling and suggestive selling procedures to maximise hotel revenue
• Assist in the check-ins and check-outs of VIP guests and large groups
• Personally meet, greet, escort, and provide fond farewell to as many special attention guests and repeat guests as possible
• Ensure that the reception is never left unmanned and in a tidy and organized state
• Ensure effective communication during handover and takeover and review all information pertaining to the day's operations
• Oversee room assignments to ensure that they are in accordance with guest preference and request
• Verify and analyse operations reports and guest statistics for management updates
• Identify training needs and implement training plans to enhance team capabilities
• Inspect grooming and attire of team to ensure impeccability

Drive Service and Operational Excellence

• Monitor and facilitate service responses to guests' requests to ensure timely and appropriate follow-up
• Provide information and recommendations to guests on property's amenities, services, and tourism-related activities
• Resolve guests' concerns and feedback to ensure guest satisfaction
• Build rapport with guests to enhance service experience
• Propose improvements to enhance operational efficiency and guest experience

Talent Profile

• Possess a hospitality-related Diploma or Degree
• 3 years of experience in Front-of-House role at luxury hotel or resorts
• Knowledge of Opera Cloud
• Excellent problem-solving skills
• Work well under pressure in a fast-paced environment
• Able to interact with culturally diverse guest