Front Office Supervisor
2 weeks ago
REPORTING TO: Front Office Manager
RESPONSIBLE FOR: To greet guests in accordance with training and allocate rooms according to laid-down procedures.
The main duties involved in the role of a Front Office Supervisor at The Address Collective are outlined below; however, this list is not exhaustive.
MAIN DUTIES:- Adhere to the company's Code of Conduct.
- Comply with company regulations regarding fire, health and safety, hygiene, customer care, and security.
- Read, understand, and carry out responsibilities as defined in the Health and Safety Statement and Staff Handbook.
- Check and ensure the correctness of all reception floats.
- Ensure work areas are kept clean, safe, and tidy at all times.
- Receive and register guests on arrival, using their names at all times, adhering to laid-down procedures (e.g., brand standards).
- Be thoroughly familiar with all company selling procedures and promotions.
- Be aware of hotel room availability and rates at all times.
- Adhere to all regulations in respect of health and safety, hygiene, guest safety, fire regulations, emergency procedures, etc.
- Ensure that any additional requirements for guests are offered and catered for as much as is reasonably possible (i.e., dinner reservations, porter, information services, etc.).
- Ensure that all charges are posted correctly onto room bills.
- Maintain and monitor management accounts.
- Be aware of all hotel facilities and amenities (i.e., car parking, directions, etc.).
- Communicate with colleagues and guests professionally.
- Provide the highest level of customer service consistently.
- Provide relevant reports to departments as required.
- Take reservations and respond to guests in a timely and professional manner.
- Answer switchboard in a warm and welcoming manner and effectively transfer calls to correct extensions in the absence of the switchboard operator.
- Administer all reservations, cancellations, and no-shows in line with company policy.
- Fulfill all reasonable requests from guests to ensure their comfort, satisfaction, and safety.
- Conduct regular security checks throughout the day and report any issues to management.
- Report any maintenance issues immediately to management.
- Deal with any guest requests/queries in a polite and attentive manner and report/log any problems to the Duty Manager.
- Sensibly allocate rooms to customers having viewed all relevant guest requests.
- Handle safe deposits for guests.
- Maximize in-house selling whenever possible and maintain an awareness of all sales opportunities.
- Deal with foreign exchange for customers.
- Ensure that all monies are kept secure at all times.
- Make sure receptionists are completing their duties as per the checklist.
- Carry out any reasonable duty requested by a manager, senior staff member, or request of a guest.
- Be comfortable with handling telephone calls and taking requests over the phone.
- Follow the KPIs of the hotel and boost the upsells.
- Knowledge of Hot-Soft and PMS is an advantage.
Compensation: To be discussed
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