The Front Office Supervisor is directly responsible for the day-to-day operations of the Front Desk while on duty. They are leading the team to ensure that the Reception operations run smoothly at all times and supporting Receptionists in their day-to-day tasks. On a broader scale of Front Office Supervisor is to ensure that all of the hotel’s guests are greeted, assisted with a level of service, and welcomed in a genuine warm way at all times.
- Able to Assist the Duty Manager to ensure smooth operations at the front office.
- Assist the Duty Manager in reviewing the staffing roster at the commencement of the shift to ensure the best deployment for maximum efficiency.
- Able to assist the Guest Service Executive in resolving any operational issues.
- Able to assist the Duty Manager in controlling room inventory. Managed allocations according to hotel directives. Plan room allocation and prepare arrivals, bearing in mind any special requests.
- Coordinating with housekeeping daily to ensure rooms are cleaned on time, departures are checked out timely and VIP arrivals are checked.
- Update PMS (Opera) and be able to use the program as an expert for the Front Office area. Able to train others to do so too.
- Promote, develop, and maintain strong working relations, ensuring that your shift/team runs smoothly and guests are greeted professionally, in a Heartist manner.
- Identify the person to whom he/she is speaking, and the subject of the request, and direct the guest accordingly.
- Monitor performance standards, reporting issues/concerns as needed.
- To assist the Duty Manager in handling guests’ requests and complaints.
- To train all existing and new team members.
- To assist the ALL Star & in general, be a Loyalty Ambassador who consistently promotes our Loyalty programs (Accor Live Limitless & ALL Plus).
- To assist the Assistant/Front Office Manager in monitoring and checking on retro-claims.
- Strive to implement the Accor Vision and demonstrate active use of the Accor Values.
Requirements:
- Bachelor's Degree or Diploma in Hospitality Management or equivalent
- Minimum 3 years of relevant experience in a similar capacity
- Previous experience in a similar leadership role is an asset
- A service-focused personality is essential
- Prior experience working with Opera or a related system
- Strong interpersonal and problem-solving abilities and the ability to lead by example
