Job Description

Job Title Supervisor
Type of Position Full Time
Department Front Office
Position Description
  • Monitor check-in and check-out transactions at Front Desk and offer resolution to challenges that encountered by GRO
  • Handle guest complaints with tact and resolve them successfully
  • Monitor and track daily command center tasks as well as call handling performances to ensure the operation is running according to KPI set
  • Corresponds with guests on their inquiries through telephone or emails
  • Monitor and follow up on guest credit
  • Conduct night Audit
  • Answer enquiries from other departments
  • Provide training to Guest Service Agent and also take corrective measures when performance is not up to expectation



Position Requirements
  • High School Graduate or Diploma Degree
  • 3-4 years of working experience in a related field
  • Strong communication skills (Able to pick up social cues, read the body language and emotional responses from the guests)
  • Strong interpersonal skill
  • Fluent in English, Cantonese and Mandarin
  • Basic Word and Excel
  • Any type of PMS (Fidelio, Opera, LMS) 
  • Ability to stand long hours and take shift including overnight
  • Ability to maintain composure under pressure
  • Ability to multi task and to pay attention to details


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