ANA InterContinental Tokyo /Front Office Supervisor

Essential Duties and Responsibilities – (Key Activities of the role)

• Reports directly to and communicates with the Duty Manager or Front Office Manager on all pertinent matters affecting guest service and hotel operations.
• Monitors appropriate standards of conduct, uniform, appearance and glooming of staff.
• Greets all guest at all times in a friendly and helpful manner and attempts to learn and use guest’s name at every opportunity.
• Conducts shift briefings to ensure hotel activities and operational requirements are known.
• Supervise front office operations during assigned shift including:

・Check-in, check-out, take reservation, foreign exchange etc…

・Maintenance of guest information

・Maintenance of information about local events(restaurants, functions, meetings…)

・Room control

・Up selling

・IHG Rewards  Enrollment

・Control manning

・Cash handling and banking procedure

・Instructing staff in cash security procedures

・Instructing staff in credit policies and facilities

・Supervise group bookings

・Assist business centre procedures(Fax, Copy, Scan, Internet, etc…)

・Handles guests complains

• Reacts to situations to ensure guests receive prompt attention and personal recognition  throughout the hotel
• Provide the rooms to the guest with right price.
• Analyses guest comment.
• Ensures front line staff efficiency check-in, check-out and take reservations. 
• Attend the front office meeting and cascade down the topics discussed to all the other staff.

2.   REQUIRED SKILLS

• Communication skills are utilized a significant amount of time when interacting with others; demonstrated ability to interact with customers, employees and third parties that reflects highly on the hotel, the brand and the Company.
• Proficient in the use of Microsoft Office and Opera System
• Problem solving and organizational abilities
• English communication skills

Experience –

• 3 years experience in front office / guest services or related discipline including supervisory experience, or an equivalent combination of education and experience.