Front Office Supervisor

Main Duties and Responsibilities:

• Follow the Hotel’s Grooming policy and present a professional and well-groomed appearance at all times.
• Ability to work without supervision, polite and helpful to both colleagues and guests, receptive to feedback, good communication skills, friendly, enthusiastic and a willingness to learn.
• Good level of spoken and written English.
• Comply with all Human Resources company policies regarding timekeeping, requests for time off, sickness and absence policies, and conduct policies.
• Personalize each interaction with a Guest by using the Guest’s name during conversations.
• Must adhere to protocol where applicable and use correct form of address.
• Ability to understand and exceed guest’s expectations and needs.
• Ability to communicate and interact with multi-cultural clientele.
• Be aware of possible VIPs arriving or visiting the Food and Beverage outlets. Ensure that VIPs are met and escorted to their destination.
• To cover the Night Manager when He/She is not on duty.
• To act as Duty/Night Manager when the Front Office manager or Night manager is not on duty.
• Be familiar with the functions of the day and assist with the arrival of VIPs.
• Possess a positive, motivated, friendly, trustworthy outlook whilst on duty.
• Ensure that customers receive fast, efficient check-in and check-out.
• Ensure that all customer’s queries or requests are handled in a polite and efficient manner – within acceptable time frames.
• To become an ambassador for the Hotel at any time you would be representing the company.
• Conduct ongoing training with existing team members and ensure that new team members are certified as required.
• Ensure a high level of product knowledge and area knowledge within the Front of House Team – be personally confident to perform hotel site inspections for walk in clients.
• Conduct performance appraisals of designated staff as required.
• VIPs – Oversee all aspects of such guests’ visits with the Aura Experience Team(s) ensuring that:
• their accommodation is ready on arrival, assigned from the day before if the availability allows
• accommodation is serviced to the very highest standard for arrival and reporting any shortfalls to the Housekeeper Manager
• The correct amenities with correctly addressed welcome card is delivered in advance of arrival and thereafter maintained on a daily basis.
• any arrangements for these guests are followed up and actioned
• Meet Group Co-ordinators/MICE Organizers maintaining contact with them throughout their visit and ensuring their needs are anticipated and the operation runs smoothly.
• Co-ordinate all group requests and needs with the relevant Departments/Managers.
• Assign specific tasks to team members as they arise.
• Responsible for maintaining Guest’s profiles so that we have an accurate source of information regarding each customer’s needs and preferences.
• Ensure that all pertinent information is documented in the logbook daily.
• Act in a manner that is supportive of the hotel’s Health & Safety policies.
• Professionally, personally, and empathetically handle all customer complaints that are brought to your attention using the techniques – LEARN, WIT, etc. Always listen, empathies, apologies, fix the problem, report the fault.
• Eye for details, quality oriented, ability to maintain high standards, receptive to training and coaching, well organized with the ability to handle more than one task at a time.
• Look for ways to continuously improve personal knowledge and skills and be actively involved in the creation of SOPS and office best practices.
• Support, Maintain, and Enforce the Service standards of the hotel.
• Comply with all Security policies
• Ensure cleanliness, availability and good working condition of equipment and supplies.
• Monitor and maintain the condition of the Front Hall/Lobby.
• Represent the Management and is operationally in control of the hotel
• Support the rate strategy set forth by the Revenue Team. Maximize Sales and Revenue for the hotel – foster a culture of up-selling, promoting outlets, services, etc.
• Adhere to the company credit policy regarding revenue processing and money handling.
• Initiate measures to lower workplace expenses without compromising the quality of products and/or services.
• Support the conservation of energy and protection of the environment.
• Comply with all Procedures and policies detailed in the Procedures Manual.

Shift Procedure:

Departmental duties include the delivery and collection of all baggage, ensuring the working areas are kept tidy. Prompt and efficient car parking service is maintained and the receiving and distribution of all in-coming and outgoing guest and house mail as well as the delivery of newspapers and items for guests.

To assist the Front Office Manager in the administration and management of the daily operation of the Front of House departments which include Guest Service Agent, Night Guest Service Agent, Runner, Doorman, Valet; ensuring guest satisfaction and maximum customer care through an efficient and courteous service, to the required standards of the hotel.

FUNCTIONS

Main Duties and Responsibilities:

• Follow the Hotel’s Grooming policy and present a professional and well-groomed appearance at all times.
• Ability to work without supervision, polite and helpful to both colleagues and guests, receptive to feedback, good communication skills, friendly, enthusiastic and a willingness to learn.
• Good level of spoken and written English.
• Comply with all Human Resources company policies regarding timekeeping, requests for time off, sickness and absence policies, and conduct policies.
• Personalize each interaction with a Guest by using the Guest’s name during conversations.
• Must adhere to protocol where applicable and use correct form of address.
• Ability to understand and exceed guest’s expectations and needs.
• Ability to communicate and interact with multi-cultural clientele.
• Be aware of possible VIPs arriving or visiting the Food and Beverage outlets. Ensure that VIPs are met and escorted to their destination.
• To cover the Night Manager when He/She is not on duty.
• To act as Duty/Night Manager when the Front Office manager or Night manager is not on duty.
• Be familiar with the functions of the day and assist with the arrival of VIPs.
• Possess a positive, motivated, friendly, trustworthy outlook whilst on duty.
• Ensure that customers receive fast, efficient check-in and check-out.
• Ensure that all customer’s queries or requests are handled in a polite and efficient manner – within acceptable time frames.
• To become an ambassador for the Hotel at any time you would be representing the company.
• Conduct ongoing training with existing team members and ensure that new team members are certified as required.
• Ensure a high level of product knowledge and area knowledge within the Front of House Team – be personally confident to perform hotel site inspections for walk in clients.
• Conduct performance appraisals of designated staff as required.
• VIPs – Oversee all aspects of such guests’ visits with the Aura Experience Team(s) ensuring that:
• their accommodation is ready on arrival, assigned from the day before if the availability allows
• accommodation is serviced to the very highest standard for arrival and reporting any shortfalls to the Housekeeper Manager
• The correct amenities with correctly addressed welcome card is delivered in advance of arrival and thereafter maintained on a daily basis.
• any arrangements for these guests are followed up and actioned
• Meet Group Co-ordinators/MICE Organizers maintaining contact with them throughout their visit and ensuring their needs are anticipated and the operation runs smoothly.
• Co-ordinate all group requests and needs with the relevant Departments/Managers.
• Assign specific tasks to team members as they arise.
• Responsible for maintaining Guest’s profiles so that we have an accurate source of information regarding each customer’s needs and preferences.
• Ensure that all pertinent information is documented in the logbook daily.
• Act in a manner that is supportive of the hotel’s Health & Safety policies.
• Professionally, personally, and empathetically handle all customer complaints that are brought to your attention using the techniques – LEARN, WIT, etc. Always listen, empathies, apologies, fix the problem, report the fault.
• Eye for details, quality oriented, ability to maintain high standards, receptive to training and coaching, well organized with the ability to handle more than one task at a time.
• Look for ways to continuously improve personal knowledge and skills and be actively involved in the creation of SOPS and office best practices.
• Support, Maintain, and Enforce the Service standards of the hotel.
• Comply with all Security policies
• Ensure cleanliness, availability and good working condition of equipment and supplies.
• Monitor and maintain the condition of the Front Hall/Lobby.
• Represent the Management and is operationally in control of the hotel
• Support the rate strategy set forth by the Revenue Team. Maximize Sales and Revenue for the hotel – foster a culture of up-selling, promoting outlets, services, etc.
• Adhere to the company credit policy regarding revenue processing and money handling.
• Initiate measures to lower workplace expenses without compromising the quality of products and/or services.
• Support the conservation of energy and protection of the environment.
• Comply with all Procedures and policies detailed in the Procedures Manual.