Front Office Supervisor

The Front Office Supervisor's role is to oversee the entire front office operations during their shifts and lead the teams towards the attainment of the highest standards of service and excellence for our guests, positively impacting their journey and satisfaction. Your role includes upselling, increasing loyalty enrollments, resolving guest requests and concerns, while ensuring flawless communication with other departments.

Responsibilities:

1. Conduct daily LQA & Forbes quality checks to ensure the team is aligned with the standards and provide feedback.
2. Assist TOP VIP with their check-in and check-out or directly supervise the procedure if a receptionist is handling it.
3. Ensure the team delivers a warm welcome and that guests enjoy their experience with tailored service.
4. Maintain a positive atmosphere, high morale, and healthy working relations within the team. Lead by example and address any unnecessary conflicts.
5. Anticipate and meet guest needs, ensuring all colleagues feel accountable for the guest journey regardless of their department.
6. Know the hotel product in depth, from in-room services to outlet offers, and ensure the information is continuously shared and updated.
7. Be knowledgeable in ALL Program training the team accordingly in its tiers, benefits, special offers, and promotions.
8. Promote the enrolment of guests in the ALL Program and ensure the team does the same.
9. Supervise Front Office operations including Reception, Guest Relations, Concierge, and Bell Service in the absence of their direct manager or Manager on Duty.
10. Conduct regular training handovers and daily operations meetings with the Front Office team.
11. Ensure that hotel standards and procedures are fully understood and followed.
12. Verify appropriate levels of office supplies and collateral for smooth Front Office operations, preparing item requisitions accordingly.
13. Oversee checklists and cashiers of all Front Office colleagues including Guest Relations, Bell Service, and Concierge in the absence of their managers.
14. Upsell rooms, Food and Beverage outlets, and other facilities whenever opportunities arise.
15. Conduct daily activities with the teams to increase upselling revenue and loyalty enrollments.
16. Spot potential upselling and enrollment opportunities and set alerts in the system.
17. Communicate with other team leaders to ensure flawless hotel operations.
18. Ensure all colleagues have access to every tool they need to perform their daily tasks.
19. Assist the management team at Front Office and other departments as required.

Qualifications:

1. Strong communication skills, both verbal and written.
2. Dynamic can-do attitude.
3. Strong analytical skills and attention to detail.
4. Presents a professional and polished appearance.
5. Effectively deal with guests and other team members.
6. Previous reception supervisor experience highly preferred.
7. Experience with Opera PMS and Office.
8. Organized and capable of multitasking.
9. Ability to complete work within given deadlines.
10. Highly organized, results-oriented, and able to work well under pressure.
11. Maintain confidentiality of proprietary information and protect company assets.

Additional Information:

• Fully Furnished Accommodation
• Friendly working environment.
• Heartist Recognition Programs

Remote Work: No

Employment Type: Full-time