Front Office Supervisor

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Scope of Position

The Front Office Supervisor is directly responsible for the day-to-day operations of the Front Desk. Leading the team to ensure that reception operations run smoothly at all times and supporting the receptionists in their day-to-day tasks. On a broader scale, the Front Office Supervisor is to ensure that all the hotel’s guests are greeted, assisted with an excellent level of service, and welcomed with a warm and friendly approach at all times.

Specific Responsibilities:

• Apply thorough working knowledge of the front office operations including the front desk, porters desk, reception/cashiering procedures, PABX functions and reservations.
• Develop a strong understanding of the functions of each department of the hotel, physical layouts of the hotel facilities, the key personnel and their roles, daily functions and special events, and conventions and groups currently in the house and due to arrive.
• Assist in conducting training for all Front Office employees.
• Direct daily front office operations.
• Greet and escort Very Important Guests (VIP’s) and attend to their special needs as appropriate.
• Attend to credit problems.
• Ensure efficient and courteous porter service.
• Supervise front cashiers and help out with accounting problems.
• Patrol and inspect public areas during evenings to make sure everything is in order.
• Control hotel duty keys and floats whilst on duty.
• Supervise and support of the Front Office team.
• Assist with preparation of rosters, ensuring that suitable and cost effective employee levels are maintained at all times.  Rosters to be authorised by appropriate department head.
• Ensure department policies and procedures are understood by all employees and observed in tasks performed.
• Ensure effective communication of new and updated information regarding policies, rates and general hotel information.
• Ensure strict procedures are followed for all cash/credit, cheque transactions, accounting and banking procedures, issue of keys and guest confidentiality.
• Implement training programs for all employees, conduct induction and skills training.
• Perform any other duties as directed by the Front Office Management.

People and Culture Responsibilities

Assist the (Department) Management Team in the following:

• Establish on-going On Job Training Programs within the department to meet Brand and Service Standards.  Use Department Procedure Manuals as a base for all service procedures training.
• Induct new staff into the team, department and Hotel in the first week of their employment following guidelines. Ensure that all staff under your control carry out their duties in accordance with the Brand and Service Standards and Procedures Manuals.
• Effectively use the guest feedback to improve product and service delivery.
• Openly communicate with staff ensuring regular briefings occur and all relevant information is passed on.

Health & Safety

• Notify your Manager of any reason you may not be capable of performing your tasks safely.
• Participate in workplace consultation on matters pertaining to Workplace Health and Safety, as per the hotels agreed arrangements.
• Comply with safe work practices by following Accor Health, Safety and Environment policies, including the use of safe manual handling techniques, safe use of hazardous chemicals and machinery, working at heights procedures, using protective clothing and safety equipment where available and necessary, maintaining a clean, tidy work environment, and any other safety practice promoted and required by the Hotel.
• Ensure all equipment is kept in good working order and used only for the purpose for which it was intended.
• Attend and actively participate in all WH&S training required of you by the Hotel.
• Report any health or safety hazards, incidents and injuries to your Manager/Supervisor or Manager on Duty as soon as possible.  Hazards may include unsafe working conditions, equipment and machinery faults or damage, and other housekeeping or maintenance needs that may affect the safety or any person/s at the Hotel. Ensure that the appropriate documentation is completed correctly, such as the Injury / Incident Form.
• Participate and contribute to the risk assessment process when requested by your Supervisor/Manager.
• Work cohesively in conjunction with the hotel’s rehabilitation program, as required.
• Maintain standards of hygiene for food handling and presentation as prescribed by council / legislative regulations.
• Be fully conversant with departmental fire and evacuation procedures.

Systems & Procedures

• Log and inform your Manager of any system problems. Suggest any improvements that could be made to improve existing systems and procedures.
• Follow policies and procedures outlined in the Accor Brand Standards Manual, Departmental Service Standards / Procedures Manual and Accor Policy Manuals.
• Complete all duties, and ensure a concise hand over.

Customer Relations

• Provide efficient, friendly and professional service to all guests.
• Lead by example when attending to guest requests.  Show efficiency in constantly striving to provide Total Customer Satisfaction.
• Take initiative to ensure that interactions with our customers (internal or external) are positive and productive, call the Manager on Duty if difficulties arise.
• Work together with trust so that colleagues and management meet the goals of the department/Hotel.
• Treat customers and colleagues from all cultural groups with respect, sensitivity and transparency.
• Take every opportunity to be a “salesperson” by active selling of special promotions and facilities available within the Hotel.
• Implement the Accor values and Accor customer vision to ‘Offer the Best Service to Our Customers’.

Other

• Take responsibility to ensure all required tasks are completed accurately and within given time frames.
• Participate in scheduled training and development programs provided by the Hotel to improve self and department standards and attend departmental meetings as required.
• Abide by Accor policy on EEO and Harassment in the workplace.
• Ensure wherever possible that employees are provided with a work place free of discrimination, harassment and victimisation.
• Follow property procedures with respect to grooming, performance and conduct standards, occupational health and safety, emergency procedures and all other property policies and procedures as detailed in the employee handbook / department procedure manuals / company policy manuals.
• Ensure Hotel, Customer and Staff information or transactions are kept confidential during or after employment with the company. 
• Any other reasonable request within your range of competence as required by your Supervisor or Hotel Management.
• As part of Accor’s ongoing commitment to quality customer service, you may be monitored and recorded.

• Matric Qualification 
• 3 years of work experience in Front Office
• Extensive knowledge of PMS/Opera Cloud
• Strong communication skills
• Flexibly available (mornings, afternoons, evenings, nights, and weekends)
• Skilled in administrative tasks
• Work accurately and independently