Front Office Supervisor

Purpose of Job / Job Summary for Duty Manager

The Front Office Supervisor will primarily provide a support role while assisting with frontline operations. The Front Office Supervisor will be responsible for both administrative and guest related issues. These experiences will refine and develop the skills necessary for agents to assume a Front Office management role. This position will work closely with the Duty Manager or higher management level, primarily the Front Arm, and become a primary resource for them. This will allow the Duty Manager or higher management level to step away from a "Checklist task orientated" day and focus on the managerial aspects of the job.

• To ensure that guests are greeted, checked in and allocated rooms promptly and courteously.

• To ensure that check-in procedures are strictly adhered to and that the correct address and charge out details are obtained from each guest.

• To ensure that rooms have been serviced and maintained to the standards established by the Company.

• To ensure that all charges are correctly entered on the guest's bill and that this is up to date at all times.

• To hold regular performance appraisals with all staff, identifying areas for development and training needs and ensuring that this training is affected.

• To ensure that the most suitably qualified person is appointed in the event of a vacancy - wherever possible this should be an internal promotion.

• To ensure accurate and timeliness submission of all reports and administrative work.

• Deal effectively with any guest comments and or / complaints.

• Assist with the sell strategy on sold out nights/ Manage and balance daily room inventory

• Monitor and prepare weekly, monthly report to General Manager.

• Monitor, process and track daily "no shows'.

• Send out package report and action any special amenities associated with packages.

• Ensure daily departures and arrivals are reviewed VIP's and groups.

• Assist with emergency procedures.

• Observe, predict and respond to Front Office operation and Hotel activity.

• Daily checklist is completed according to department standards.

- Qualifications: Bachelor’s degree / higher education qualification / equivalent in Hotel Administration, Business Administration or related majors

- Experience: At least 2 years of hands-on experience in a similar position.

- Specific skills / abilities: Communication, interpersonal, negotiation, presentation and organizational skills. A positive attitude and excellent communication skills, ability to remain calm whilst under pressure

- Personal qualities: Overall and detail oriented