Front Office Supervisor

2 days ago

Doha, Qatar Accor HQ Full time

**Responsibilities**:
The Front Office Supervisor is primarily responsible for supervising all the Receptionists while they are on shift, ensuring all tasks are completed on a daily basis and that the shift runs smoothly, being the main point of communication for Reception and all other operating departments, such as Housekeeping and Engineering.
- Supervise Receptionists/Guest Service Agents, assisting them with issues that may arise and ensuring that all tasks are completed up to Fairmont standards
- Ensure staff have their breaks, according to the number of hours worked
- Ensure that there is adequate staff coverage in the Lobby and at the Reception/Front Desk at all times
- Ensure that the entire Front Office and the surrounding areas and including Lobby, Concierge and Reception/Front Desk is continuously clean and tidy
- Be fully competent in all reception and cashier duties
- Cover all shifts if required
- Cover Rooms Coordinator shifts if required
- Liaise with other Departments in regards to special guest requirements (i.e. Uniform/Guest Services, Florist, Housekeeping, In Room Dining)
- Be present at the Reception/Front Desk whenever possible
- Deal promptly and effectively with any complaints
- Meet and greet VIP guests
- Co-ordinate arrivals and departures, monitoring waiting times, always keeping guests informed and ensuring that they are as comfortable as possible
- Conduct a handover at the end of each shift with relieving staff, informing them of any special requirements or problems
- Liaise with Housekeeping as to which rooms do not need to be turned down if occupancy allows
- Liaise with Concierge to ensure swift baggage dispatch and collection
- Follow up on late cancellations and no shows and charge when appropriate
- Inform the receptionist/cashiers of new memo’s during the handover
- Check the next day’s arrivals correspondence, confirming car-, restaurant
- and theatre-bookings. Ensure that all guest needs are dealt with satisfactory
- Coordinate with Rooms Coordinator on all room allocations, ensuring effective communication of these with Receptionists/Guest Service Agents
- Deal with room moves, and ensure seamless communication of these with the relevant departments
- Check potential room revenue for any discrepancies and do necessary corrections
- Balance the screen (room types) for next day
- Maintain amicable and co-operative working relations with all other departments
- To be responsible for identifying any training needs of Reception/Front Office staff and communicating these to the Front Office Training Manager
- Ensure enough supplies of all stationary items are in storage
- Attend any courses Management may deem beneficial
- The Front Office Supervisor may be required to carry out other duties, directed by the Assistant Front Office Manager

Qualifications:

- Minimum 1 year supervisory experience in luxury hotel
- Proficient in the English and **local language** (verbal & written)
- Third language is an asset
- Must be able to handle a multitude of tasks in an intense, ever-changing environment while remaining calm and collective
- Must be flexible in terms of working hours
- A hospitality diploma is an asset
- Knowledge of Property Management System (Micros-Fidelio) and Windows, MS Office Suite an asset
- Prior experience in customer service an asset
- Proven ability to handle cash effectively and accurately

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