Front Desk Supervisor

2 weeks ago

Doha, Qatar Qatar Airways Full time

**About the role**

Ensures all guests who visit the hotel receive a level of service and hospitality that exceeds their expectations by giving an added value experience through attention to details and continuous customer focus. Handles all systems and procedures connected with Front desk - check in, check out, cashiering, night reception functions, auditing functions, luggage handling, hotel information, guest etiquette and other allied Front Office tasks. Projects an image of courteousness and hospitality while handling guests, monitoring the operations flow within the Reception.

Key accountabilities include:
Operational
- Monitors room status in order to obtain the maximum room revenue with maximum occupancy and service quality to provide guest satisfaction.
- Provides prompt, courteous and efficient service to all guests from arrival till departure. Ensures guests are personally greeted by name, if known, and escorted to their room to make them feel expected and welcomed.
- Conducts in room and hotel familiarization and assists guests with hotel activity enquiries/requests maintains an up to date knowledge of hotel information and local services, including operating hours, promotions, events, attractions and any allied information to provide informed response to guest queries.
- Carries out a thorough shift handover at the beginning and end of each shift and checks that all items requiring attention are detailed in reception logbook and initialed once completed, ensuring the same is followed by all FDA's.
- Accurately administers Front Desk cashiering standards and complies with all laid down systems, policies

and procedures.
- Receives payments adhering to the company credit policy. Anticipates sold out situations and knows how many rooms are overbooked. Maintains an awareness of rate levels to be sold on a daily basis and the occupancy levels.
- Ensures that bills on shift are checked and closed correctly before balancing accounts of days business at

end of shift according to company standard and policy.
- Ensures that own accounting auditing practices as well as for all FDAs are in line with company requirements.
- Provides currency exchange, process miscellaneous charges and posts charges.
- Handles guest complaints on the spot concerning Front Desk Service and shares the information with other departments if necessary. Notifies the Front Desk Manager/ Operations Manager of any guest complaints.
- Is aware of all expected VIP arrivals and departures and those already in-house and is familiar with the names, affiliation and room numbers as an indication of personal courtesy and recognition.
- Ensures maximum room revenue through up-selling within stipulated guidelines, therefore optimizing the sale of room inventory.
- Actively involved in promoting hotel facilities and services to guests and offers show rounds and

familiarization to visitors to promote the hotel.
- Reduces waste materials and supplies by adhering to the departmental guidelines on re-using and recycling.
- Keeps the Management promptly informed of all problems, unusual matters of significance and compliments.
- Strictly adheres to the hotel's Policy on Confidentiality and Ethics.
- Perform other department duties related to his/her position as directed by the Head of the Department.

**Be part of an extraordinary story**

Your skills. Your imagination. Your ambition. Here, there are no boundaries to your potential and the impact you can make. You’ll find infinite opportunities to grow and work on the biggest, most rewarding challenges that will build your skills and experience. You have the chance to be a part of our future, and build the life you want while being part of an international community. Our best is here and still to come. To us, impossible is only a challenge.

Join us as we dare to achieve what’s never been done before.

**Qualifications**:
About you

**Qualifications**:

- High School Qualification with Minimum 2 years of job-related experience
- Or Bachelor's Degree or Equivalent with Minimum 1 years of job-related experience
- Good communication skills. Excellent written and spoken English.
- Knowledge of Opera or any Hotel PMS systems
- Interactive, customer service oriented with warm, cheerful and expressive personality.
- Customer focused and always drives customer satisfaction.
- Polite, reliable, knowledgeable and able to adapt to changing requirements.
- Open to new learnings and highly trainable.
- Able to perform under pressure.
- Flexible to work on shifts.
- Ability to foster teamwork among team members.
- This is a uniformed position. Open to adapt and maintain good appearance standard.

**About Qatar Airways Group**

Our story started with four aircraft. Today, we deliver excellence across 12 different businesses coming together as one. We’ve grown fast, broken records and set trends that others follow. We don’t slow down by the fear of failure. Instead, we dare to achieve what’s never been

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