I. BASIC PURPOSE / JOB BRIEF:

The Front Office Supervisor is accountable for supervising the daily operations of the Front Desk, ensuring maximum guest satisfaction and maintaining professional standards of service. Responsible for monitoring the room inventory and blocks, allocating rooms, running reports, answering phone calls and e-mails, handling complaints, conducts cashier & service audits and oversees Front Office Command Center Operations. Ensuring to meet audits in accordance with the Forbes Travel Guide Standards and Tiger Resort, Leisure and Entertainment Inc.

II. MAJOR RESPONSIBILITIES AND DUTIES:

• Has complete knowledge of and adheres to the Tiger Resort, Leisure and Entertainment's policies, quality and service standards.
• Has complete knowledge and supports the guest recognition programs and promotions of Tiger Resort, Leisure & Entertainment e.g Loyalty Programs and Rewards Program by Casino.
• Oversees the Front Office Command Center Operations. Handles all Front office related calls, e-mail and reports for Front Office Command Center.
• Checks staff transactions to avoid FO Audit Findings, FO pending and other discrepancies
• Supports the up-selling program of Front Office and promotes the hotel services
• Maintain current product knowledge of events and facilities including gaming, food & beverage and entertainment to ensure guests receive accurate, timely information and advice
• Attends training programs as set by other departments and external set by the hotel.
• Carefully studies the profile of guest arrivals to ensure proper room allocation and reviews the arrivals at last 3 days in advance and coordinates the requirements accordingly with the relevant departments. 
• Ensures service standards are met or exceeded in accordance with the Forbes Travel Guide or audits set by the hotel.
• Ensure the database is appropriately managed and updated, ensuring guest history records (i.e., requests, requirements, preferences, etc.) and general guest information have been identified and accurately recorded in the system
• Performs other tasks that maybe assigned by the Management from time to time

III. JOB SPECIFICATIONS:

Educational Requirement:

• College Level of any course or equivalent professional training

Experience Requirement: 

• 2 – 3 years working experience in a luxury 5 star hotel as a receptionist
• 1 year experience in a supervisory capacity is preferred

Skills and Attributes:

Leadership Skills:

• Excellent in planning and has good execution skills
• Achieves agreed objectives and accepts accountability for results
• Displays exceptional commitment to improving customer service

Technical Skills:

• Proficient in MS Office
• Has complete knowledge of operational systems in Front Office such as Opera Property Management System, Vision, Guest Experience Software System (GESS), Salto, Agilysis Desktop, Digivalet Dashboard, EDC Machines and machines

Other Qualifications: 

• Displays exceptional commitment to improving customer service
• Ability to work on flexible shift including overnight, weekends and holiday on rotation basis
• Fluent in oral and written English
• Knowledge of other language is an advantage
• Service-oriented, self-motivated and team player