Front Office Supervisor

Company Description
Mercure Serpong Alam Sutera
Located in the heart of Alam Sutera, Mercure Serpong Alam Sutera is situated between EMC Hospital and Living World Shopping Mall, at the center of the lifestyle, entertainment, and gastronomical hub. Our 171 stylish rooms and modern facilities make our hotel ideal for both business and leisure traveler.

Discover Alam Sutera, well known as the best town for cycling and jogging with a green and healthy environment. Explore the culinary indulgence, entertainment, and shopping experiences, such as Flavor Bliss, Living World, IKEA, and Mall @Alam Sutera.

Job Description
OVERVIEW OF DUTIES

• Welcomes guests and take care of them from their arrival through to departure.
• This contributes to guests' permanent satisfaction by providing high-quality services throughout their stay.
• Help me meet the department's quantitative and qualitative targets.

Main Responsibilities
Customer relations

• Welcomes guests as soon as they arrive with due care and attention.
• Help encourage customer loyalty by developing friendly, personalized relationships.
• Anticipates guests' needs and considers them.
• Handles any guest complaints and/or remarks; responds as soon as possible.
• Conveys the hotel image.
• Helps bring certain brand concepts to life on a day-to-day basis (@ll the keys to the city, 10/10 program in France, A/Club, etc.).
• Respects the reservation commitments in full (basic vision or revision ... depending on the country).

Professional techniques/Production

• Carries out all operations concerning guest arrival and departure in compliance with internal procedures.
• Inform guests about the formalities, any special conditions relating to their stay, and the services available.
• Handles phone calls.
• Apply the procedures of internal audit.
• Passes on information as necessary to other departments (floor staff, technical, etc.) and to other members of the front desk team.
• Ensures that all guest documentation is up-to-date and available.
• Makes the update of the information contained in the lectern and e-lectern.
• Able to handle reservations should needed.

Qualifications

• Minimum of Diploma in Hospitality, Tourism, or related field.
• Experience: At least 1 year of experience in a similar role.
• Skills:
• Strong customer service orientation with excellent interpersonal skills
• Excellent communication.
• Strong attention to detail and organizational skills.
• Proficiency in PMS (Opera, Fidelio, etc.) and Microsoft Office.
• Good command of English, both spoken and written; additional languages are an advantage.
• Ability to work under pressure and handle multiple tasks simultaneously.
• Customer-oriented with a pleasant personality and positive attitude.
• Demonstrated problem-solving skills and ability to think on your feet.
• Proficiency in MS Office and willingness to learn hotel management software.
• Excellent time management and multitasking abilities.
• Strong attention to detail and organizational skills.
• Enthusiasm for learning and adapting to new challenges.

Additional Information

Diversity & Inclusion for Accor means welcoming each and everyone and respecting their differences by giving priority only to qualities and skills in extending employment and development opportunities. Our ambition is to provide meaningful employment, a warm and welcoming culture, excellent working conditions and to promote the development of all people, including those with disabilities.

When applying, do not hesitate to let us know of any specific needs you may have so that we can consider them.