Front Office Supervisor

Purpose Statement

• Primarily supervises front office team members to ensure efficient and smooth
operations for producing excellent feedbacks and guest satisfaction. Responds in a
professional and courteous manner to arriving, departing by providing accurate and
timely information and services.
• As a supervisor you will be a role model, sharing your expertise and continually
inspiring the front office team. You will also ensure all guests’ invoices are accurate,
billing instructions are verified; all necessary supporting bills and vouchers are attached
for direct settlements.

Reports Directly to

• Asst. Front Office Manager

Reporting Structure

• Asst. Front Office Manager

• Front Office Manager
• Asst. Hotel Director
• Hotel Director

Directly in Charge of

• Senior Receptionist
• Receptionist

General Responsibilities

• Assist the Assistant Front Office Manager in organizing, directing and coordinating the
activities of the Front Office, ensuring the smooth operation and proper administration of
the section.
• Ensure that the crew adheres to all policies and procedures established by the company
particularly the correct authorization of telephone and facsimile calls from the ship.
• Organize and ensure that the Front Office cash floats are properly handled by the crew
by following the policies and procedures as authorized by Dream Cruises.
• Ensure effective communication within the Front Office crew and also with all other
sections and departments.
• Handles guest complaints, comments and ensures communication to the Front Office
Manager / Assistant Front Office Manager.
• Thoroughly conversant with Fidelio Computer System.
• Familiar with Emergency Procedures and Safety onboard and adherence thereof.
• Conversant with facilities and service available onboard the vessel and ensure crew
knowledge of the above.
• Follow-up daily matters in the Front Office Daily Communication Logbook and other
logbooks.
• Ensure that the lobby area surrounding the Front Office is clean and presentable at all
times.
• Attend regular Front Office briefings and disseminates relevant information to the
Front Office crew.
• Ensure that all operating equipment within the section is in good working condition and
regularly maintained.
• Ensure that the Vingcard key machine is securely used by the Front Office crew.
• Assume other duties assigned by the Assistant Front Office Manager from time to time.
• Supervises and handle all section’s matters in the absence of Assistant Front Office
Manager.
• Ensure complete stock of all office supplies i.e., vouchers, Vingcards, folios, and all
operational matters whilst on shift and reports any relevant information to the Assistant
Front Office Manager.
• Records all incidents during his shift, action taken and follow-up, if necessary.
• Update all memos and information to enable the crew to understand clearly and
correctly especially changes in policies and procedures.
• Regularly participate and conduct section’s training.
• Is responsible for checking the Cabin Occupancy on a daily basis.
• Conversant with the Night Auditing and Micros System resetting function.
• Maintains a friendly, cheerful and courteous demeanor at all times.
• Supervise daily shift process ensuring all team members adhere to standard operating
procedures.
• Train, direct the work of, resolve issues/problems, coach and counsel the front desk
team members to ensure a quality operation.
• Resolve customer issues, complaints, problems in a quick, efficient manner to maintain
a high level of customer satisfaction and quality service.
• Adhere to company credit limit policies.
• Operates the telephone system, assisting incoming & outgoing calls, setting wake-up
calls, enabling DND (Do Not Disturb) and paging for house-use guests.
• Cross Check all billing instructions are correctly updated
• Supervise the operations of the front desk to ensure an optimal level of service and
hospitality is provided to the guests.
• Performs other duties as assigned, requested or deemed necessary by management.
• Ensures safety by following guest check in and security procedures and reporting
suspicious activity to security
• Assist all departments in servicing the guests during high volume periods.
• Takes responsibility in the absence of Asst. Front Office Manager / Front office
manager
• Alternate obligations of front desk and ship’s Embarkation clearance responsibilities
• Ensures that guest documentation and information is available and up-to-date.
• Ensure that all passengers’ documents are well-kept and stored in a safe place.
• Ensure the non-existence of “stowaways” onboard the vessel.
• Closely monitors the collection of passports: passports should only be issued to the
rightful owner upon presentation of their boarding pass.
• Check-in:
¬ Ensure that check-in counters are prepared half-hour prior to actual check-in time.
¬ Coordinate with the sections / departments concerned regarding boarding time and
communicate with the Shore Embarkation Staff, thereafter.
¬ Secure the figure forecast for the next cruises from Shore Reservation Section.
¬ Set the cut-off for passengers to check-in and board the ship. This is to ensure that the
vessel departs on time.
¬ After ship departure, send the Daily Voyage Report to all departments concerned.
¬ Prepare the manifest report for every cruise and sent it to Front Office and Shore
Embarkation.

• Immigration Clearance:

¬ Ensure safety of the travel documents being transported from shore to clearance room
or transporting the documents from Clearance Office to check-in or terminal escorted by
security.
¬ Assist the Immigration authorities should they need to interview any passengers that
may have a problem with their travel documents.
¬ Ensure that non-existence of “stowaways” onboard the vessel.
¬ Ensure that all passengers’ documents are well kept and stored in a safe place.
¬ Ensure that all documents required are retrieved and Port Clearance is obtained before
the ship sail.

• Passport Distribution and Passenger Disembarkation:

¬ Ensure that passports will be cleared as fast as possible by different port Immigration
authorities
¬ Closely monitor the distribution of passports and it should be issued to the rightful
owner upon presentation of their access cards.

Financial Responsibilities

• To monitor and control the use of office supplies and other consumables.
• To monitor all onboard printing and to keep related costs under control.
• To monitor and control vacation schedules and consequently Travel costs for the Front
Office Staffs, Concierge, Bellboys.
• To monitor and control the overtime for the Front Office Staffs
• To monitor and control all Front Office Department expenditures to ensure that it stays
within the limits of the Consumable and Budget.
• To ensure that Company property is maintained properly and treated with respect at all
times.
• Other responsibilities, as assigned, but not limited to the above.

Safety Responsibilities

• To ensure that Safe Lifting Techniques are practiced at all times by the Front Office
Staffs
• Emergency Duties:
¬ To follow instructions on Safety Card.
¬ To take charge at your station and maintain order.
¬ Ensure Orderly embarkation and remember elderly, weak persons and mothers with
children first.
¬ To participate general drill as per instruction from safety department
• Other safety responsibilities, as assigned, but not limited to the above.

Team Education & Training

• To ensure introduction of Job duties and departmental functions including continuous

on-the-job-training and Safe Lifting Techniques for the Front Office Department.
• Dream cruise Manifesto Training and enforcement within the Front Office Department.
• Identification and Development of all Crew members with supervisory potential.

Education/Position Requirements
• Well-developed communication and customer relations skills. Highly organized,
results-oriented with the ability to be flexible and work well under pressure. Knowledge
of Fidelio / Other world Class Property Management System is required.
• Degree or Diploma in Hospitality Management is an asset or Graduates bachelor degree
and/or diploma in hotel or other related field. Computer Knowledge and experience in
MS office programs.
• Minimum of two (2) years’ experience in a luxury hotel as a Front Office Supervisor or
two (2) years’ experience onboard a luxury cruise ship in a Front Office position
required.
• Must be fluent in written and spoken English & Chinese (needs to score at least 90% in
the onboard English proficiency test)
• Excellent interpersonal and public communication skills.

Team Communication and Meetings

• To schedule and conduct training for the Front Office Department Staff on regular
calendar basis
• To encourage and demonstrate good communication, excellent teamwork and
continuous training, coaching and counseling