Overview
Job Role:
Front Office Supervisor
Reporting to:
Front Office Manager
Responsible For:
To greet guests in accordance with training and allocate rooms according to laid-down procedures.
Responsibilities
Adhere to the company's Code of Conduct.
Comply with company regulations regarding fire, health and safety, hygiene, customer care and security.
Read, understand and carry out responsibilities as defined in the Health and Safety Statement and Staff Handbook.
Check and ensure the correctness of all reception floats.
Ensure work areas are kept clean, safe and tidy at all times.
Receive and register guests on arrival, using their names at all times, adhering to laid down procedures, e.g. brand standards.
Be thoroughly familiar with all company selling procedures and promotions.
Be aware of hotel room availability and rates at all times.
Adhere to all regulations in respect of Health and Safety, hygiene, guest safety, fire regulations, emergency procedures, etc.
Ensure that any additional requirements for guests are offered and catered for as much as is reasonably possible (e.g., dinner reservations, porter, information services).
Ensure that all charges are posted correctly onto room bills.
Maintain and monitor management accounts.
Be aware of all hotel facilities and amenities (e.g., car parking, directions).
Communicate with colleagues and guests professionally.
Provide the highest level of customer service consistently.
Provide relevant reports to departments as required.
Take reservations and respond to guests in a timely and professional manner.
Answer the switchboard in a warm and welcoming manner and transfer calls to the correct extensions in the absence of the switchboard operator.
Administer all reservations, cancellations and no-shows in line with company policy.
Fulfil all reasonable requests from guests to ensure their comfort, satisfaction and safety.
Conduct regular security checks throughout the day and report any issues to management.
Report any maintenance issues immediately to management.
Deal with guest requests/queries in a polite and attentive manner and report/log any problems to the Duty Manager.
Allocating rooms sensibly to customers after considering relevant guest requests.
Handle safe deposits for guests.
Maximise in-house selling whenever possible and maintain awareness of all sales opportunities.
Deal with foreign exchange for customers.
Ensure that all monies are kept secure at all times.
Ensure receptionists complete their duties as per the checklist.
Carry out any reasonable duty requested by a manager, senior staff member or a guest.
Note: The above job specification is not exhaustive and is subject to change as the business demands.
Compensation: Competitive salary
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