Job Overview
The Front Office Supervisor will be the person that our guests will rely on to handle transactions, offer local insights and anticipate every detail of a friction-free experience. You will also create the warm atmosphere that makes our guests feel at home in any location.
Your day-to-day
- Be the warm welcome that kicks off a memorable guest experience.
- Front Desk – Delivery of efficient check-in and check-out procedures as per Standard Operating Procedures with True Hospitality and genuine interest in our Guests. Handle cash and credit card transactions. Take and manage guest bookings, up-selling opportunities and sharing of experiences to enrich their stay experiences.
- Conduct shift briefings to ensure hotel activities, events and operational requirements are known on the day's schedule. Attend Group Pre-conference with Operational and Sales Leads, manage group room allocations and handle group arrivals and departures. Check responses/action all emails in a professional and timely manner. Handle IHG One Rewards Club members and non-members room allocation, ensure rooms are assigned according to preferences.
- Communicate closely and regularly with Housekeeping Supervisor on room status; arrange/prepare site inspection rooms for Sales & Marketing on a daily basis and coordinate with Engineering and Housekeeping on RPM (Preventive Maintenance) daily on the blocking and releasing after completion.
- Provide information pertaining to all hotel services, local places of interests, restaurants, doctors, sightseeing tours and any other information likely to be of interest to guests.
- Elevate Guest Experience – deliver our Loyalty Experience by acknowledging our IHG One Reward Club members. Stay one step ahead of guests needs – record and act on preferences, handle messages, requests, questions and concerns proactively. Be a trusted contact for all guests.
- Assist Guests with all requests; from accommodation billing to local knowledge, and basic problem handling to take care of their stay.
- Drive Results – support Department in delivering on departmental targets of Guest Love, GSI, Loyalty Recognition and Loyalty Enrolment Efficiency. Deliver genuine guest experiences with True Hospitality.
- Lead Others – supervise and guide Guest Service Agents. Report to Duty Manager and support other departments at peak periods. Cooperate and communicate with other departments as required.
- Uphold safety and security of our guests and colleagues at the workplace in line with Hotel's Emergency Response procedures and security guidelines.
What We Need From You
- A tertiary or a diploma qualification or equivalent
- 2 years experience in front desk or guest service.
- Literate and tech-savvy – you will need a good grasp of reading, writing, and computers
- A positive and keen to learn attitude
- Must be proficient in written and spoken English and with great communication skills
- Basic Front Office operations knowledge
- Flexibility – night at times, weekend and holiday shifts are all part of the job
At Holiday Inn Express, we're all about simple smart travel. We proudly offer a straightforward, uncompromising and modern guest experience by providing more where it matters most to our guests. Express Start Breakfast Included. Easy check-in Check. All the essentials in a comfy room They're all included with a great night's sleep. We're focused on getting our guests more than ready. So we're always ready. Are you
Don't quite meet every single requirement, but still believe you'd be a great fit for the job We'll never know unless you hit the Apply button. Start your journey with us today.
