Front Office Supervisor

Job Mission:

The Front Office Supervisor will supervise and coordinate the shift activities at the Front Desk, and act as a liaison between guests and Management in order to provide efficient, prompt, courteous, trouble-free and proactive service to customers; hence maximize rooms revenue and guest satisfaction. 

What will I be doing?

• Greet and welcome guests in a friendly, prompt, and professional manner in accordance with Hotels’ standards;
•  Check-in and check-out process following brand standards;
• Issue room keys and provide information on Hotel services and room location;
• Provide touristic information and assist the Concierge team with requests and booking of services when needed;
• Escort guests and clients to rooms or other Hotel facilities and provide luggage assistance upon arrival and departure if required ;
• Manage online and phone reservations when required while on duty;
• Answer incoming calls and place outgoing direct calls and direct them if required to guests rooms and internal departments;
• Assist in training new team members and monitor their performance;
• Ensure that SOPs and daily checklists are being followed and implemented;
• Ensure the desk is covered at all times;
• Have full awareness of the current daily status of the Hotel;
• Ensure smooth handover to the next shift;
• Process all payments according to established procedures;
• Complete any required reporting (financial and non-financial);
• Inspect guests rooms from an Housekeeping perspective if and when required;
• Respond appropriately to guest complaints;
• Make appropriate service recovery gestures in order to ensure total guest satisfaction;
• Collaborate on and follow company policies, practices and procedures in order to maintain internal controls;
• Perform other duties as assigned. 

What are we looking for?

• Candidate must be available to work various shifts including mornings, evenings, nights, weekends and/or holidays.  
• Must be fluent in English; other languages are preferred.   
• 2-3 years of experience in a fast environment in the same or similar position in a hotel/resort.
• Passionate for Hospitality and with a strong attitude to interpersonal relationships
• Knowledge of Opera Cloud is an asset.