Front Office Supervisor

Skills:
Guest Relations, Hospitality Industry, Communication,

Ensure Outstanding customer care at all times.

• Maintains a friendly, cheerful and courteous demeanour at all times.
• Courteously and accurately answers inquiries from potential guests and accepts hotel reservations.
• Responds to telephone and in-person inquiries regarding reservations, hotel information and guest concerns.
• Uses suggestive selling techniques to sell room nights, increase occupancy and revenue.
• Supervise daily shift process ensuring all team members adhere to standard operating procedures.
• Train, direct the work of, resolve issues/problems and 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 / floor limit policies.
• Allocate rooms to expected arrivals after checking the guests preferences and special requests.
• Build strong relationships and liaise with all other department's especially housekeeping, reservations etc.
• Operates the EPBX equipment, including, assisting incoming & outgoing calls, setting wake-up calls, enabling DND (Do Not Disturb) and paging for in-house guests.
• Cross Check all billing instructions are correctly updated
• Controls cash transactions at the front desk and maintains complete responsibility for personal bank as specified by hotel bank agreement policy.
• 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.
• Ensure Front office log book and hotel log book is always updated and actioned upon.
• Ensures safety by following guest check in and security procedures and reporting suspicious activity to security, manager, or MOD.
• Participate in hotel committees and task force assignments.
• Assist all departments in servicing the guests during high volume periods.
• Takes responsibility in the absence of the Duty Manager / Front office manager
• As a supervisor you will be a role model, sharing your expertise and continually inspiring the front office team.
  
  

Prerequisites

A positive attitude and excellent communication skills. Experience of motivating and leading a winning team. Ability to remain calm whilst under pressure. Knowledge of Opera / Fidelio / Other world Class Property Management System is required.

Education

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.