Front Office Supervisor

Oversee all guest related service processes from pre-arrival to welcome, during stay up to departure from the property; to ensure the highest possible standards of satisfaction are attained.

-Respond to any guest complaints and other related issues promptly with empathy and professionalism.

-Protect the welfare and interests of guests and ensure the safekeeping of the property.

-Complete inspection of entire property as per daily checklist.

-Check statistical data on days proceedings as regards to room revenue and occupancy

-Assist all departments when needed for successful operation of the hotel.

-Ensure professional and effective lines of communication are maintained between Front Office and all other operating departments, with particular emphasis on Housekeeping, Maintenance, Security and outlets.

-Ensure the Duty Log is accurately updated with an emphasis on concise reporting.

-Accomplish competitive survey.

-Ensure voco® Doha West Bay Suites an IHG policies and procedures are adhered to at all times.

-Maintain professional business confidentiality and discretion in all dealings.

-Personally attend to VIP guests and guests with special needs to ensure the highest levels of customer satisfaction are attained at all times.

-Ensure special amenities and services are delivered on time and are personally followed up with the guests concerned.

-Communicate daily activities, objectives and required information to all direct reports.

-Respond to any fire alarms, potential emergencies and requests for medical assistance by guests and/or staff.

-Input into the front office system revenue/expenses/allowances to generate the daily reports such as the Guest Ledger Summary and the Daily Restaurant Summary.

-Audit, balance, post and report on the front desk to include but not limited to; room charges, phone calls, zero balance folios, corrections, adjustments, taxes, disputed charges, over/short figures, deposits, etc. to ensure accuracy and verify proper cash handling procedures are followed.

-Audit, balance and report on the food and beverage outlet cash and credit operations to include but not limited to checks, over/short figures/tally sheets, deposits, counts, house charges, promotional materials, postings, etc. and reset all registers to ensure accurate, timely information.

-Run reports for F&B outlet and balance daily receipts against those reports.

-Run night audit reports/journals from the front office system and point of sale after insuring all revenues are correctly balanced and accounted for.

-Balance all revenue and settlement accounts nightly, maintain files and reset the system for next day operations.

Perform other related duties as required and assigned by management.

**RESPONSIBLE BUSINESS**

-Follow up high balance and report to Operations Manager or Assistant Operations Manager

-Make all necessary decisions when assigned at night under the direction of the Operations Manager.

-Liaison between Housekeeping, Engineering, Security, Front Desk, and the other departments within the hotel.

-Follow up the grooming standards of Front Office Team.

**PEOPLE**

-Oversee work performance of new colleagues when it comes to guest relations, posting, audit and balance reporting.

-Help train front desk staff, new hires on-the-job-trainees (On the Job Training) and cross-trainees.

-Ensure interdepartmental communication is managed effectively.

-Lead, motivate and develop subordinates to effectively achieve the objectives of the front office department.

-Identify internal training needs and develop training programs or recommend necessary training program for all subordinates.

**GENERAL**

-Communicate effectively with all other departments

-Be able to identify problems and determine solutions

-Attend meetings, training sessions and any other required meeting or training session.

-Identify opportunities to innovate service delivery and product offering to meet and exceed client expectations.

-Ensure safe work practices are adopted at all time and report any OHS concerns immediately to your direct manager or HR Manager.

-Proactively display and embrace the Company’s ROCIT Values

-Handle Guests/Staff Issues, report on any incident or accident and take decisive action within limits of authority.

-Oversee and monitor the CID system update on daily basis.

-Guest Satisfaction Feedback

-Accurate and timely reconciliation of daily activities and closes all accounts in the preparation for the new day.

-Ensure proper accounting and credit procedures are being maintained

-Efficient communication platform is consistently maintained

-Maintains a professional and organised work environment

-MIS reports, presentations and other accounting duties are consistently of a high standard and free of errors and omissions.

**PERSONAL CHARACTERISTICS**

**Education**

-High School graduate or any equivalent vocational training certificate.

-Hospitality qualification.

-Basic knowledge on acc