Front Office Supervisor

Job Description

The Role:

• Responsible for the sales, the organization and the quality of the services delivered to the customer for the Front Office department.
• Covering daily Front Office Supervisor Tasks: handle different guest challenges and situations and be part of the first response emergency team.
• Perform any other duties that may be assigned from time to time by Assistant Front Office Manager.
  

Key Deliverables And Responsibilities

Planning & Organizing:

• Replace efficiently the Assistant Front Office Manager during his/her day off or holidays.
• Define the organization of work to be performed by the team members, and supervise, co-ordinate and plan daily activities of personnel.
• Responsible for the Front Office operational - Reception Agents and Bellpersons.
• Ensure that the standards of the Brand and all associated procedures are applied on a day-to-day basis.
• Organize Front Office department related activities.
• Organize the daily briefing and together with the Assistant Front Office Manager the monthly department meeting
• Brief front-office staff on events, promotions etc.
• Aware about local requirements (follow up and responsible for DTCM reports and Police requirements).
• Ensure the achievement of the highest occupancy in the complex at the best rate, as per hotel target.
• Prepare the daily sheet and organize a briefing with Reception and Bellpersons (handover to the next shift leader).
• In charge of planning of the FO department during the night.
  

Operations

• Provide a first response in case of guest issues, liaising with the Cluster Rooms Division Manager and with the HODs (Front Office, F&B, Security, Engineering), update the Front Office Supervisor log and be part of the first response emergency team.
• Ensure that there is compliance to all work legislation in the departments.
• Pay special attention to proper upkeep of the hotel, especially of the front desk, hallways, the lobby and the Parking lot and rooms.
• Trains team members and co-ordinate the monthly on the job training for the whole department.
• Prepares and check the work schedules.
• Brief night staff about daily activity of the hotel
• Inspect all public areas, F&B outlets, back of the house, whenever possible take action or report to the HOD.
• Try to conserve energy and ensure cleanliness of the complex.
• Ensure close co-operation with other departments.
  

Qualifications

• Bachelor Degree in Business or similar preferred
• Minimum of 2-3 years operational experience in Front office functions
• Strong reporting and analytical skills
• Excellent team player and communication skills
• Service focused personality is essential; experience is an asset
  

Additional Information

Experience is an asset.

Prior experience working with Opera, Opera cloud, FMC, Future log or a related system.

Fluency in English written and verbally.

Additional languages are a plus