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Front Office Supervisor

2 months ago

Doha, Baladīyat ad Dawḩah, Qatar RAFFLES Full time

Job Summary

The Front Office Supervisor is a key member of the Raffles team, responsible for assisting the Director of Front Office in managing the Front Office team. This role requires a strong leader who can demonstrate humility, technical expertise, and a guest-centric approach to service delivery.

Key Responsibilities

  • Assist the Director of Front Office in managing the Front Office team, including leading by example and demonstrating a strong work ethic.
  • Ensure seamless communication with all departments of the hotel, maintaining a high level of professionalism and attention to detail.
  • Enforce adherence to arrival and departure service sequences, ensuring a smooth and efficient guest experience.
  • Perform check-in, check-out, and room change procedures, ensuring accurate data entry into hotel systems.
  • Maintain cashier float and ensure accurate daily reporting of all money received.
  • Assist other hotel department functions as needed, demonstrating a willingness to support the team and drive results.
  • Champion and complete daily shift's bookkeeping of Front Office Team, ensuring accuracy and attention to detail.
  • Responsible for maintaining inventory levels, performing equipment maintenance, and ensuring general upkeep of operating supplies.
  • Appraise appearance, ensure discipline, and efficiency of all staff under direct supervision.
  • Assist in setting KPIs and deliverables for the year with the Director of Front Office.
  • Assist the Director of Front Office in appraising the team at the end of the year.
  • Train and coordinate with supporting departments to ensure seamless execution of Front Office operations.
  • Promptly respond to in-house guest calls, instant messages, and emails, communicating with respective departments to resolve guest requests.
  • Ensure service standards and individual performance are aligned with Accor Values - Guest Passion, Trust, Sustainable Performance, Spirit of Conquest, Innovation, and Respect.
  • Execute the annual upsell strategy and achieve all goals as set by management.
  • Ensure guests receive the experience as detailed in brand Standard Operation Procedure (SOP), Raffles Doha Local Standard Operation Procedure (LSOP), and Forbes 5-star/Leading Quality Assurance (LQA) standards.

Requirements

  • Possesses strong interpersonal skills and ability to communicate in a second language.
  • Manages all guests/team members' needs with equal drive.
  • Carries an eye for detail and an approachable demeanor for all guests and team members.
  • Composed under pressure, makes rational decisions to resolve situations, delivered with a degree of professionalism.
  • Self-driven approach to carry out assigned responsibilities.
  • Ensures security and confidentiality of guest and hotel information in accordance with company/country's data security act.
  • Possesses good computer and property management system knowledge.
  • High level of integrity, enthusiasm, dedication for continuous improvement.
  • Embraces change and open-minded in a dynamic work environment.
  • Has an understanding of the middle eastern clientele and culture.
  • Has an understanding of key stakeholders in the luxury travel space.