Guest Service Supervisor

Primary Duties

• Greets and bids farewell to guests and offer appropriate hospitality comment
• to guests in accordance with the Hotel standard phrases/greetings.
• Smile and always maintain a professional, neat and pleasant image to guests at all times.
• Ensure cleanliness at the reception counter and lobby at all times.
• Provides courteous and efficient service to every single guest and promptly and tactfully attend to guest complaints, requests and inquiries.
• Follow-up on all request/complaints in the reception logbook.  Follow-up sheet and traces and ensures that the logbook is read and initialled by Guest Service Assistant at all times.
• Supervises the Front Desk activities and ensures staff carries out duties as per established check-in and check-out procedures.
• Liaises closely with Housekeeping and Food & Beverage department of VIP arrivals, room changes, extensions of stays, check-out, special arrangements & follow-up and follow through to ensure all request are met.
• Sells, registers and assigns appropriate rooms to guests in accordance to requests and ensures that the registration cards are properly filled up as per policy.  Check out departing guests based on established cashiering procedures.
• Ensures that all registration cards of the day are kept in a secure place and ensure that they are bundled up by the right shift in accordance to departure dates.
• Ensures that proper cashiering procedures are strictly adhered to by all Guest Service Assistant
• Aware of last night’s and expected occupancy, ARR, function, VIP and ensure that these information is filled up correctly by the night shift Guest Service Assistant
• Carries our random aptitude tests on all Guest Service Assistant in areas of product knowledge i.e size of room, F&B outlets and operations hours, facilities in room and hotel, room rates, latest policy and rules.
• Carries out daily checks on grooming standards of all Guest Service Assistant in accordance with hotel’s policy.
• Prepares Training Action Plan Calendar every Three (3) months and submit to the Reservation cum Revenue Manager and carries out training based on the training calendar 
• Administration Duties
•   Carries out frequent checks on printing materials and stationeries and ensures par stock is maintained at all times, taking into account high occupancy/peak season.
• Inform all overnight staff of nightly activities, group and VIP arrivals as well as special requests and repeat guests.
• Ensure proper filing record is maintained for all vouchers, bills, memos, correspondence, etc.
• To ensure the accurate completion of the daily night audit in a timely manner
• Oversee preparation of daily summary reports.
• Must be able to perform the full night audit.
• General Duties
• Performs any duties in the Front Office as and when required by the Reservation cum Revenue Manager
•  Maintaining Guest Services and Food & Beverage Goals
•  Serve food and/or beverages to patrons; prepare and serve specialty dishes at tables as required
• Check with customers to ensure that they are enjoying their meals and take action to correct any problems
• Check food and beverage schedule if applicable.
• Remove dishes and glasses from tables or counters, and take them to kitchen for cleaning
• Clean tables and/or counters after patrons have finished dining
• Prepare hot, cold, and mixed drinks for patrons, and chill bottles of wine
• Prepare tables for meals, including setting up items such as linens, silverware, and glassware
• Ensure Sky Lounge and Multi Purpose Hall operations are in accordance to the SOP and Food Safety Principles.