Front Office Supervisor

Front Office Supervisor at Hotel De'La Ferns, Cameron Highlands

Are you a natural leader with a passion for providing exceptional guest experiences? Hotel De'La Ferns in Cameron Highlands is in search of a Front Office Supervisor who thrives in a dynamic environment. Join us and elevate our guests' stays to new heights!

Company Overview:

Nestled in the heart of the picturesque Cameron Highlands, Hotel De'La Ferns is a boutique gem, renowned for its timeless elegance and personalized service. Surrounded by lush greenery and mist-kissed landscapes, our hotel is a sanctuary where guests find solace in nature's embrace while experiencing the epitome of refined hospitality.

Key Responsibilities:

• Guest Services:

  • Ensure the highest level of guest satisfaction by providing personalized and attentive service.
  • Handle guest inquiries, concerns, and feedback promptly and professionally.
  • Anticipate and address guests' needs to ensure a positive experience.

• Guest Services Enhancement:

  • Identify opportunities to enhance guest services and implement improvements.
  • Propose and implement new initiatives to elevate the overall guest experience.

• Team Leadership & Duty Roster for the Team:

  • Recruit, train, and supervise front desk agents and other related staff
  • Handling weekly duty roster for entire FO team including bellman, to ensure full coverage
  • Foster a positive and motivated work environment, providing guidance, coaching, and performance feedback.
  • Develop and implement training programs to enhance team members' skills and knowledge.

• Inventory and Supplies Management:

  • Oversee inventory levels for supplies and amenities, ensuring adequate stock levels are maintained.
  • Coordinate with relevant departments to restock supplies as needed.

• Front Desk Operations:

  • Oversee the check-in and check-out process, ensuring efficiency and accuracy.
  • Handle all incoming call bookings and inquiries.
  • Manage room reservations and ensure proper room allocation based on guests' preferences and availability.
  • Handle room assignments for VIPs and special requests.

• Revenue Management:

  • Monitor room rates, availability, and occupancy levels to optimize revenue.
  • Implement strategies to maximize room revenue through upselling, cross-selling, and yield management.

• Lobby Maintenance:

  • Ensure the lobby, public area toilets and porch area is tidy, organized, and welcoming at all times.

• Room Assignments and Inventory Management:

  • Allocate rooms and manage room inventory to maximize occupancy and revenue.
  • Collaborate with housekeeping to ensure rooms are ready for guest arrival.
  • Maintain accurate records of room availability and guest accounts.

• Procedures and Policies:

  • Develop and enforce standard operating procedures to maintain consistency in service quality.
  • Ensure compliance with all hotel policies, procedures, and regulations.

• Technology and Systems:

  • Oversee the use of property management systems and other relevant software.
  • Stay updated on industry trends and technology to enhance operational efficiency.

• Collaboration:

  • Foster effective communication and collaboration with other hotel departments (e.g., housekeeping, maintenance, F&B) to ensure seamless operations.
  • Participate in regular management meetings to discuss overall hotel performance and strategic initiatives.

What You Will Need to Succeed in This Role:

• Exceptional leadership and team management skills.
• Strong organizational abilities and attention to detail.
• Proficiency in English and Malay. Proficiency in Tamil and Chinese is considered a bonus.
• Technological proficiency, including familiarity with IDB PMS System is additional advantage
• Proactive approach to guest service enhancement and problem-solving.