Front Office Supervisor

Responsible for the operational efficiency of all front office areas during shift and the service delivery of those areas. Ensure speed and efficiency of check in and check out

• Conduct shift briefings to ensure hotel activities and operational requirements are known
• Have a fully working knowledge of the priority club programme and its benefits-taking every opportunity to enroll new members.
• Whenever possible to anticipate guest’s needs, to be aware of all written and spoken request, to carry out these requests in a courteous and helpful manner.
• Ensure all message received for guests are passed on accurately and as quickly as possible
• Assist the Head of Front Office in the development of the reception team and actively coach on hospitality skills, department procedures etc.
• Carry out on the job training in conjunction with and the direction of the Head of Front Office
• Ensure that handover procedures are followed in the transferring of all relevant information on a daily basis
• Report to the Head of Front Office on a daily basis.
• Actively develop positive and effective communication between reception team and Housekeeping team.

• Supervise front office operations during assigned shift including:
  • Maintenance of guest information
  • Maintenance of information about local events
  • Ensure that PB&PR extended to all arrivals
  • Supervise the use of the public address system
  • Ensure that group Rooms allocated well in advance & check-in takes place in special areas
  • Assisting with serious complaints
  • Ensure that arriving Guests are informed of departure time
  • Ensure that credit card authorities are obtained prior to Guests arrival

• Supervise cashiering activities during shift including:
  • Cash handling and banking procedure
  • Dealing with irregular payments
  • Instructing staff in credit policies and facilities
  • Instructing staff in cash security procedures
  • Carry out debtor control
  • Prepare reports
• Supervise the cashiering system
• Being attentive to Guests
• Accurately and promptly fulfilling Guests requests
• Anticipate Guests needs
• Maintain a high level of knowledge which affects the Guest experience
• Demonstrating a ‘service’ attitude
• Taking appropriate action to resolve guest complaints
• Demonstrate understanding and awareness of all policies and procedures relating to Health, Hygiene and Fire Life Safety
• Familiarize yourself with emergency and evacuation procedures
• Ensure all security incidents, accidents and near misses are always logged in a timely manner and brought to the attention of the Line Manager
• Conduct on the job training in accordance with the departmental standards and procedures and maintain a record of progress for each staff member
• Provide input for performance review discussions in line with company guidelines
• Assist with the preparation of efficient departmental work schedule