Job Responsibilities of Front Office Supervisor

Responsibilities of front office reception supervisor

Direct superior - front office manager

Direct subordinate - reception foreman (reception cashier)

Contact department - hotel departments

1. Job responsibilities

1. Assist the front office manager to check and control the working procedures of the front office, and be fully responsible for the reception of the front office and inquiries and other daily work

supervise employees to provide efficient and high-quality services to guests.

2. Develop work plans, rules and regulations for the general service desk to improve employees’ business capabilities and service levels.

3. Communicate with the guest room department, catering department, marketing department and other departments and door areas, coordinate all work, and provide satisfactory services to guests’ special requirements. Special attention is given to important guests, long-term residents, disabled patients and repeat customers.

4. Control and management of entrusted agents and keys.

5. Responsible for reservation work, keeping track of guest reservation status and hotel room service, reviewing daily reservation letters, promptly reporting the reservation status of important teams and guests to the department manager, supervising and inspecting guest special requirements Whether it is completed according to standards.

6. Check the appearance, personal hygiene and behavior of employees, adhere to the management of the service site, inspect and supervise the employees on duty to provide standardized reception services, and meet quality requirements.

7. Solve problems that arise at work and deal with work errors and accidents.

8. Responsible for the collection, archiving and management of relevant documents, booking information, and guest history files.

9. Assist department managers to grasp the daily, monthly and yearly booking status and prepare forecast reports.

10. Handle guest comments and complaints politely at all times.

11. Check the rooms of guests with special requests and ensure that these special requests are taken care of.

12. Check the room status on the same day and the next day.

13. Apply for items in a timely manner and ensure that there are enough office supplies at the front desk.

14. Do a good job in training receptionists, care about employees' ideological and living conditions, and help solve employees' ideological and work problems.

15. Assist the Assistant Lobby Manager to check the hygiene of the lobby, display hotel introduction and other promotional materials, and temporarily take over the work of the Assistant Lobby Manager during meal time.

16. Inspect and supervise guests’ valid IDs to be uploaded to the public security department on a daily basis as required.

17. Complete tasks assigned by the front office manager or other management departments.

18. Keep a good work diary and do a good job in shift handover.

19. Convey work instructions from the front office manager or other leaders to employees.

2. Work Responsibility Areas

1. Front desk inquiry work.

2. Front desk reception and cashier work.

3. Management and training of front desk staff

3. Work report

1. Report the work status of the shift to the front office manager in a timely manner every day .

2. Summarize work status every week and report at regular department meetings.

3. Submit the "Front Desk Customer Source Analysis Report" to the front office manager before the 30th of each month

4. Implement the front office manager's instructions on the work of the day, week, and month , carry forward achievements and correct shortcomings.

IV. Work Standards

1. In accordance with the job specifications and requirements, do a good job in receiving VIP guests.

2. Handle customer complaints accurately, cooperate with various departments to handle work problems in a timely manner, and avoid work errors.

3. Maintain communication and contact with hotel guests, care about the guests' stay, solicit guests' opinions, solve guests' problems, and make timely records and report to superiors.

4. Guest history files are collected on a monthly basis, and customers with agreements can enjoy preferential policies.

5. Understand the ideological trends of employees, check whether employees’ services meet standards, keep the work area clean, and ensure the normal operation of work.

6. Check the work handover situation of each shift at the reception desk, and prepare a good shift handover system and key management.

7. Strictly require all positions in this department to abide by hotel rules and regulations.

8. Manage the department well to achieve good teamwork and professionalism.

9. Absolutely obey the leadership’s deployment arrangements and assist superiors in their work.

10. Meet the requirements of the 100-point assessment standards set by the department.

6. Job Responsibilities of Front Office Concierge Supervisor

Report to superior - Front Office Manager

Supervise subordinates - Foreman of Concierge

Contact department - relevant departments with working relationships

1. Job responsibilities

1. Supervise the daily work of subordinates to ensure that arriving and departing guests receive timely attention and assistance .

2. When bellhops help guests, they should correct their irregular behaviors at work anytime and anywhere.

3. Answer guests’ questions quickly and politely, and properly handle guests’ complaints about the concierge department.

4. Check the appearance, behavior, etiquette and on-the-job status of subordinates.

5. Arrange shifts for subordinates, assign work tasks and be responsible for their attendance.

6. Manage vehicle operations in front of the hotel and strengthen supervision of taxis.

7. Ensure the cleanliness in the lobby and in front of the hotel, and ensure that event notice boards and other notice boards placed in the lobby meet the requirements.

8. Supervise and inspect subordinates to fill in various work forms and archive them.

9. Check the handover book, baggage check-in registration book, storage status of luggage in the luggage room, and the maintenance and upkeep of tools.

10. Responsible for the training of employees in this department, and conduct regular assessment and evaluation of employees.

11. Apply for spare parts for this part every week.

12. Complete other tasks assigned by superiors.

2. Work Responsibility Areas

1. Responsible for welcoming and seeing off guests.

2. Valet unloading luggage.

3. Responsible for providing luggage storage and shipping services

4. Responsible for contacting rental vehicles on behalf of customers.

3. Work Report

1. Report the work status of the shift to the front office manager in a timely manner every day.

2. Summarize the work status every week and report to the front office manager.

3. Submit the "Work Accident Summary Form" to the front office manager before the 30th of each month.

4. Implement the front office manager’s instructions on today’s, weekly and monthly work, carry forward achievements and correct shortcomings.

IV. Work Standards

1. Ensure the concierge service quality standards, with a guest satisfaction rate of 98.

2. Ensure that the work area is clean and the equipment (luggage carts, etc.) are in good condition.

3. Meet the civilized assessment standards.

4. Strictly abide by store rules, store disciplines and work operating procedures for this position, and strictly abide by labor discipline and safety operating procedures.

5. Have good team spirit and professionalism.

6. Absolutely obey the deployment and leadership of superiors and actively assist superiors in doing their jobs.

7. Meet the requirements of the 100-point assessment standards set by the department.