Host Supervisor (Front Office)

Position Summary

To maximize customer satisfaction by providing an efficient and multi-lingual guest contact function as well as directing and controlling all activities of subordinates ensuring the hotel meets its guest satisfaction objectives.

Primary Responsibility

- To welcome and ensure friendly and attentive service are accorded to all guests. - Register hotel guests with an emphasis on fulfilling requests, following special handling instructions and adhering to established credit policies and procedures. - Rooming and provide room orientation for all checked in guests according to hotel standards. - The ability to accept reservations, changes and cancellations with emphasis on casino blocks. - The ability to handle safety deposit box requests: including distributing, giving access to and closing procedures. - Prepare duty roster ensuring most efficient use of manpower resources. - Ability to select and pre-block rooms for arriving guests according to their preferences and history. Pre-register VIP’s and other individuals as required. - Ability to coordinate and communicate with various casino parties and colleagues in order to expedite check-in and check-out process. - Accurately key in guest arrival details from guest registration cards. - The ability to complete key packets and vouchers, and to modify registration cards. - Co-ordinate group movements and pre-arrival preparations. - Accurately post charges to individual or group folios accurately. - Ensure that all group billing instructions are properly adhered to. - Check guests out of the hotel in accordance with procedures; make change, cash checks, exchange foreign currency, and post charges to guest accounts. - Obtain briefing from Managers and supervisors on problems and situations needing further attention. - Be aware of room availability and monitors room inventory daily with emphasis on casino blocks. - Assigns floor/room categories for sales according to occupancy daily. - Checks Front Desk logbook and trace reports and acts accordingly. - Set-up and co-ordinate any required room maintenance with Housekeeping. - Responsible for proper handling of daily cash flow and receipts. - Takes responsibility for end of shift audit and cash float. - Be familiar with all computer breakdown-time and emergency procedures. - Keeps Front Desk area clean and neat at all times. - Handles guest complaints, inquiries, comments and initiate appropriate action and follow-up. - Ability to assign team members to work at the VIP Desks with emphasis on coordination with other team members. - Ability to work closely with all team members of the department. - Reports daily happening to the Duty Manager. - Assist in the selection, training and evaluation of subordinate employees. - To carry out any other job functions as may be assigned from time to time by his/her Supervisors.

Requirements

- More than 1 year of related experience - High School plus vocational, trade or on the job training - Excellent local and English language skills - Fluency in one or more additional languages apart from English - Good customer relations skills - Positive outgoing personality