Front Office Supervisor

Administration

• The Front Desk Supervisor reports directly to the Assistant Front Office Manager and is fully in charge of the overall Front Desk team and activity during his/her shift.

• The Front Desk Supervisor will control all the paper reservation files for the next coming day and check carefully the room category, pricing, airport pick up, VIP Status, arrival time

• He/she will print the Reception Trace Report, Arrival report & Departure report. He/she will then ensure the proper room block upon arrival time and special requests, and do the accurate follow up. All these documents will be kept by the Front Desk Supervisor & will be updated throughout the day then will be hand over to next shift.

• The Front Desk Supervisor will attend the Front Office Briefing, will take note of all the information and be active to ask questions and will bring out the different problems and situations that he/she or his/her team have faced. He/she will write a detailed and clear report on the Front Desk Logbook. He/she briefs and inform the staff with the Luxury Forum Package

• At the end of the shift, a clear and detailed handover will be done to the Front Desk Supervisor (or Night Manager/ Assistant FOM) of the next shift.

• The FD Supervisor will be called right away if a Receptionist is facing a difficulty, and will contact the Duty Manager if he/she cannot fix it by his/her own

• It is compulsory to attend every meeting when requested by FOM/AFOM

• Read e-mail and do the proper follow up

Financial and Revenue Responsibilities

• Daily control of check-out groups and their city ledger

• Review, when necessary, wrong invoices and correct them

Training and Human Resources Management

• To control the grooming of each receptionist to ensure that they reach the Hotel Standards and that all receptionists always keep a positive and dynamic attitude.

• To ensure that each guest is welcomed with a smile and a warm attitude.

• To Guide and train his/her team during the operation

• To ensure that the receptionists on duty starts and finish on time

• To ensure that the discipline regulations are fully respected by the receptionists on duty

• To report quickly any problem to the Duty Manager

• To control the lunch / dinner / cashier closures times depending upon the activity.

• To be responsible for adhering to Sofitel Legend Metropole Hanoi staff rules and regulations as detailed in the Sofitel Legend Metropole Hanoi staff handbook.

• Be fully conversant with 3 Sofitel value, 5 keys of luxury and Brand Magnifiers

• To be ready and responsible when assigned to perform any other duties or job functions as required by Executive or Senior Management

Operation

• The Front Desk Supervisor is expected to lead as an example in terms of appearance, attitude, smile and professionalism, being a reference for the Receptionists.

• To check one by one all Registration cards and correspondence of all the guests checked in during his/her shift

• These controls will be oriented on immigration, audit and guest history issues. Each control will be acknowledged by a signature on the registration card.

• To ensure that the Front Desk is not left unattended at any time whilst on duty

• The Front Desk Logbook will be updated as often as required during the shift, and he/she will ensure that all Receptionists are fully aware of its content.

• The Front Desk Supervisor will ensure a quick briefing to his/her team about the activity of the shift, special requests and will give his/her instructions

• Provide proper arrangement for group arrival and departure

• Check info copy and send it to Long Staying guest

• Make it sure that VIP rooms are ready upon VIP arrival

• Coordinate with HSKP for smooth daily operations

• Cooperate with receptionist on shift and make sure to be aware of any special guest request

• Do the proper handover for pending task from FDS and NM and from morning to afternoon FDS

• Control smooth operation and professionalism of FO staff on duty

Guest Service Responsibilities

• The Front Desk Supervisor will maintain at all times a professional and friendly manner to communicate with the guests. He/she will be a reference for the guest who will find that he/she is the right person to contact because he/she inspires a friendly, safe & professional feeling

• His/her perfect attitude, Smile & extra care of the guest will be an example to follow for each member of Front Desk Team.

Miscellaneous

• All ambassadors are required to comply with every reasonable request from their hierarchical supervisor(s) within an amount of time that it takes to comply under normal circumstances.

• All ambassadors may be assigned to other duties in the hotel as and when required by business levels.

Talent development through learning programs by Academy Accor.

Opportunity to grow within the property, the company and across the world!

Contribute and make a difference to the Metropole community and to the city through our social responsibility activities, such as Planet 21.

• At least 2 years in similar role in a luxury hotel

• Excellent communication skills

• Strong supervision skills

• Excellent English, French is a plus