Front Office Supervisor

The Front Office Supervisor is directly responsible for the day-to-day operations of the Front Desk while on duty. They lead the team to ensure that the Reception operations run smoothly at all times and support Receptionists in their day-to-day tasks. On a broader scale, the Front Office Supervisor is to ensure that all of the hotel’s guests are greeted, assisted with a level of service, and welcomed in a genuine, warm way at all times.

• Assist the Duty Manager in ensuring smooth operations at the front office.
• Assist the Duty Manager in reviewing the staffing roster at the commencement of the shift to ensure the best deployment for maximum efficiency.
• Able to assist the Guest Service Executive in resolving any operational issues.
• Assist the Duty Manager in controlling room inventory. Managed allocations according to hotel directives. Plan room allocation and prepare arrivals, bearing in mind any special requests.
• Coordinating with housekeeping daily to ensure rooms are cleaned on time, departures are checked out on time, and VIP arrivals are checked.
• Update PMS (Opera) and be able to use the program as an expert for the Front Office area. Able to train others to do so, too.
• Promote, develop, and maintain strong working relations, ensuring that your shift/team runs smoothly and guests are greeted professionally, in a Heartist manner.
• Identify the person to whom he/she is speaking and the subject of the request, and direct the guest accordingly.
• Monitor performance standards, reporting issues/concerns as needed.
• Able to assist the Duty Manager in handling guests’ requests and complaints.
• Able to train all existing and new team members.
• Able to assist the ALL Star & in general, be a Loyalty Ambassador who consistently promotes our Loyalty programs (Accor Live Limitless & ALL Plus).
• Able to assist the Assistant/Front Office Manager in monitoring and checking on retroclaims.
• Strive to implement the Accor Vision and demonstrate active use of the Accor Values

Requirements:

• Bachelor's Degree or Diploma in Hospitality Management or equivalent
• Minimum of 3 years of relevant experience in a similar capacity
• Previous experience in a similar leadership role is an asset
• A service-focused personality is essential
• Prior experience working with Opera or a related system
• Strong interpersonal and problem-solving abilities and the ability to lead by example