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.
