Супервайзер фронт-офиса

Job Description:

• Handle all guest queries and special requests in a timely and professional manner.
• Manage guest check-ins and check-outs to ensure a seamless experience.
• Greet and escort VIP and regular guests; attend to their specific needs and preferences.
• Maintain guest privacy and confidentiality
• Drive guest satisfaction and loyalty through genuine, personalized service.
• Respond to and resolve guest complaints with urgency and empathy..
• Monitor daily arrivals and departures; ensure guest names are used at all times.
• Be fully aware of current and future room availability and hotel occupancy.
• Ensure all no-shows are properly handled and charged.
• Ensure front door coverage and that every guest is greeted upon arrival.
• Patrol and inspect public areas during evening shifts to ensure upkeep and standards.
• Supervise cash operations and assist with accounting or credit-related issues.
• Oversee room assignments, reservations, and billing accuracy.
• Maintain a clean, organized, and well-presented Front Desk and surrounding areas.
• Control hotel duty keys and floats during shifts.
• Ensure hotel equipment are functional and audits are completed regularly.
• Record and follow up on all incidents, hazards, and guest concerns with the Front Office Manager, Room Divison Manager and Operation Manager.
• Ensure potential hazards are immediately reported and addressed until resolved.
• Ensure all front office equipment and areas are safe, clean, and operational.
• Supervise Guest Services and Front Desk employees within your area of responsibility.
• Provide continuous support and on-the-job training to ensure service standards are met.
• Conduct team briefings to keep Ambassadors updated on hotel matters, VIPs, events, and ongoing promotions.
• Promote upselling and capture guest emails as part of departmental initiatives.
• Drive AccorHotels loyalty sign-ups in line with hotel and regional targets.
• Create a motivating and positive work environment that fosters teamwork and efficiency.
• Assist in preparing rosters and maintaining optimal staffing levels.
• Represent the Front Office Manager in inter-departmental meetings as required.
• Coordinate with all departments to ensure smooth operation and guest satisfaction.
• Conduct induction, skills training, and ongoing development for all Ambassadors.
• Implement training programs to uphold service standards and operational procedures.
• Ensure department policies and procedures are clearly understood and consistently followed.
• Be familiar with hotel packages, seasonal offers, and long-term promotions.
• Support site inspections and showcase hotel features in line with the brand ethos.
• Promote upselling opportunities and maximize revenue during guest interactions.
• Prepare and analyze daily reports on occupancy, guest feedback, and revenue.
• Liaise with Front Office Manager on all feedback and issues from internal/external audits.
• Participate in special projects and tasks assigned by management.
• Ensure accurate records of guest issues, incidents, and follow-ups are maintained.

Qualifications:

• Exceptional communication skills both written, verbal and non-verbal.
• Prior use of Opera Cloud & TARS Database or similar PMS is preferred.
• Strong communication skills and pride in personal presentation
• A genuine customer service focus and a strong dedication to always making our guest’s smile during their stay
• Availability to work a seven day rotating roster including mornings, afternoons and overnight shifts (as requested)
• Flexibility to work various shifts, including weekends and holidays
• High school diploma or equivalent; higher education in hospitality management is a plus
• Attention to detail and strong organizational skills
• Professional appearance and positive attitude

Interested candidates can send their CV to the e-mail address in the Apply for job button by mentioning Front Office Supervisor in the subject line.