Front Office Supervisor
2 weeks ago
JobDescription
Scopeand Objectives
The FrontOffice Supervisor assists Director of Front Office in themanagement of the Front Office team. The Front Office Supervisor isrequired to demonstrate humility in leadership of the team, betechnically sound on Front Office software, has a guest centricapproach in service delivery, be a confident communicator, embody aspirit of team work and a sense of responsibility to uphold theFairmont Brand. In joining the team during a pre-opening journey,the Front Office Supervisor has to be ready to embody a tenaciousand innovative spirit in building the team together with theleaders.
Key Roles &Responsibilities
- Ready to undertake all rolesincluding the night shifts of the Front OfficeTeam
- Takes responsibility and ownership increating personal connections through emotional luxury betweenFairmont Ambassadors and guests
- Maintainscommunication channels with all departments of thehotel
- Ensure adherence of arrival/departureservice sequence
- Enforces PMS system etiquetteand accuracy of administrative duties
- Performcheck in, check out and room change procedures and ensure all dataare entered completely into the hotelsystems
- Maintain cashier float and ensureaccurate daily report of all moneyreceived
- Assists other hotel departmentfunctions when the need arises
- Champions andcompletes daily shift's bookkeeping of Front OfficeTeam
- Responsible for maintaining inventorylevels, maintenance and general upkeep of equipment and operatingsupplies
- Appraise appearance, ensuresdiscipline, and efficiency of all staff under directsupervision
- Assist to set out KPIs anddeliverables for the year with the Director of FrontOffice
- Assist the Director of Front Office toappraise the team at the end of year
- Trainingand coordination with supportingdepartments
- Promptly answers any in-house guestcalls, instant messages and emails and communicates with respectivedepartments in the resolution of guests'requests.
- Fully understands the Front-of-Houseposition and the whole department constantly renews and developsitself to make sure to keep up with the trends in hospitalityindustry
- Ensures service standards andindividual performance are aligned with Accor Values - GuestPassion, Trust, Sustainable Performance, Spirit of Conquest,Innovation and Respect.
- Executes the annualupsell strategy and achieves all goals as set bymanagement
- Ensures guests receive theexperience as detailed in brand Standard Operation Procedure (SOP),Fairmont Doha Local Standard Operation Procedure (LSOP) as well asForbes 5 star / Leading Quality Assurance (LQA) standards and aimsto achieve the scores and goals set bymanagement
- Performs any duties and specialprojects as requested by management whether in your own departmentor any other department in the hotel
Qualifications
PERSONALATTRIBUTES REQUIRED FOR THE ROLE
- Possesses strong interpersonal skillsand ability to communicate in secondlanguage
- Manages all guests/teammembers' needs with equaldrive
- Carries an eye for detail and anapproachable demeanor for all guests and teammembers
- Composed under pressure, makes rationaldecisions to resolve situations, delivered with a degree ofprofessionalism
- Self-driven approach to carryout assigned responsibilities
- Ensures securityand confidentiality of guest and hotel information in accordance tocompany/country's data securityact
- Possesses good computer and propertymanagement system knowledge
- High level ofintegrity, enthusiasm, dedication for continuousimprovement
- Embraces change and open-minded ina dynamic work environment
- Has an understandingof the middle eastern clientele and culture
- Hasan understanding of key stakeholders in the luxury travelspace
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