Front Office Supervisor

MAIN DUTIES:

Administration

• To be an ambassador of the Front Office and of the hotel, in and outside the work place.
• To always keep the working area clean and well maintained.
• To oversee the daily operations at the front office and support the team with their daily tasks whenever needed
• To assist the Duty managers with managing guest complaints and any other responsibilities
• To spot check the daily check lists
• Lead the daily briefings with the front office team and relay all necessary information pertaining to guests, hotel operations, group arrivals, etc.
• To use appropriate materials, equipment's and supplies for the smooth run of the Front Office operations and to ask for requisitions accordingly.
• To properly use the telephone etiquette as per Sofitel standards.
• To properly follow all CID and local government requirements concerning hotel guests and files.
• To check the departure lists and to ensure check-out times are respected.
• To monitor room status and discrepancies.
• To properly use all the equipment and Fidelio management system, to have a perfect knowledge of the set ups.
• To daily follow the checklists.
• To assist in securing external guest accommodation should an overbooking occur.
• To respect schedules, terms and deadlines as agreed with the Management.
• To daily read the F/O logbook, to update it and to sign it.
• To be updated with the latest administrative, organizational, operational or other changes and news.
• To be updated with the competitors’ offerings and rates.
• To liaise closely with the Sales and Reservations on rate management.
• To attend a daily line up briefing with the Front Office team to recapitulate tasks and activity.
• To promote the Accor loyalty programs.
• To maintain an atmosphere of high morale and a happy working relationship among the team.

Financial and Revenue Responsibilities

• To daily handle the guest files and folios, ensuring that all the immigration, financial and audit procedures are fully respected.
• To do a proper cashier closer and to ensure a complete handover between the shifts.
• To be aware of forged currency and traveller's checks and to respect all the financial and audit procedures.
• To be aware of all hotel facilities operating timing and to promote the internal activities and events. 
• To up sell Rooms, Food and Beverage outlets and other facilities whenever opportunities arise.

Training and Human Resources

• Ensure wherever possible that employees are provided with a work place free of discrimination, harassment and victimisation.
• Treat complaints of harassment and discrimination promptly and confidentially.
• Treat customers and colleagues from all cultural groups with respect and sensitivity.
• Identify and deal with issues which may cause cross cultural conflict or misunderstanding.

Guest Service Responsibilities

• To attend all guests approaching the front desk in the procedure of check-in/check-out, inquiries, key handling and all related matters, respecting the hotel standards and procedures.
• To offer a warm welcome to all guests and to ensure that they enjoy their stay being offered the finest personal service.
• To personally greet and escort the guests rather than pointing out directions.
• To respect the privacy of the guests and the confidentiality of the information.
• To manage any guest complaint in a professional manner, by resolving it and making sure the guest is satisfied, and recording it.
• To call the supervisor or manager for advice in serious cases or if an approval is required.

• To share daily activity highlights with the supervisor and manager including internal and external guest opportunities.
• To be aware of and to report all guest comments or complaints.
• To be aware of all VIPs visiting or staying in the hotel.
• To maintain an accurate Guest History and to pre-register all recurring guests.
• To check the arrival lists and to block all the rooms according to guest requests and needs, as advised by the Front Office Supervisor.
• To ensure that all assigned and blocked rooms requiring special set-ups are accurately displayed in the PMS and available to the Housekeeping and other departments in due time.
• To strictly respect the room keys and section keys handover procedures