Front office Supervisor

THE POSITION The Front Office Supervisor is primarily responsible for supervising all the Receptionists while they are on shift, ensuring all tasks are completed on a daily basis and that the shift runs smoothly, being the main point of communication for Reception and all other operating departments, such as Butler, Housekeeping and Engineering. GROOMING Our appearance is a reflection of who we are, and our grooming should project a professional image at work; therefore, every member of our team must adhere to grooming standards at all times EY ROLES AND RESPONSIBILITIES Supervise Receptionists/Guest Service Agents, assisting them with issues that may arise and ensuring that all tasks are completed up to Raffles standards Ensure staff have their breaks, according to the number of hours worked Ensure that there is adequate staff coverage in the Lobby and at the Reception/Front Desk at all times Ensure that the entire Front Office and the surrounding areas and including Lobby, Concierge and Reception/Front Desk is continuously clean and tidy Be fully competent in all reception and cashier duties Cover all shifts if required Cover Rooms Coordinator shifts if required Liaise with other Departments in regards to special guest requirements (i.e., Uniform/Guest Services, Florist, Housekeeping, In Room Dining) Be present at the Reception/Front Desk whenever possible Deal promptly and effectively with any complaints Meet and greet VIP guests Co-ordinate arrivals and departures, monitoring waiting times, always keeping guests informed and ensuring that they are as comfortable as possible Conduct a handover at the end of each shift with relieving staff, informing them of any special requirements or problems Liaise with Housekeeping as to which rooms do not need to be turned down if occupancy allows Liaise with Concierge to ensure swift baggage dispatch and collection Follow up on late cancellations and no shows and charge when appropriate Inform the receptionist/cashiers of new memo s during the handover Check the next day s arrivals correspondence, confirming car-, restaurant- and theatre-bookings. Ensure that all guest needs are dealt with satisfactory Coordinate with Rooms Coordinator on all room allocations, ensuring effective communication of these with Receptionists/Guest Service Agents Deal with room moves, and ensure seamless communication of these with the relevant departments Check potential room revenue for any discrepancies and do necessary corrections Monitoring the daily financial goals of the hotel and rooms division, the financial goals of the department, the LQA, TrustYou and Forbes targets on a daily basis Balance the screen (room types) for next day Maintain amicable and co-operative working relations with all other departments To be responsible for identifying any training needs of Reception/Front Office staff and communicating these to the Front Office Training Manager Ensure enough supplies of all stationary items are in storage Attend any courses Management may deem beneficial QUALIFICATIONS Proficient in the English and Arabic (verbal & written) Third language is an asset Must be able to handle a multitude of tasks in an intense, ever-changing environment while remaining calm and collective Must be flexible in terms of working hours A hospitality diploma is an asset Knowledge of Property Management System and Windows Prior experience in customer service an asset Proven ability to handle cash effectively and accurately EXPERIENCE Minimum 1 year supervisory experience in luxury hotel PERSONAL ATTRIBUTES Motivator and Proactive Team player Positive attitude and well-spoken People person Result driven Open-minded Display initiative Organized Commitment to professional values Thinking out of the box QUALIFICATIONS Proficient in the English and Arabic (verbal & written) Third language is an asset Must be able to handle a multitude of tasks in an intense, ever-changing environment while remaining calm and collective Must be flexible in terms of working hours A hospitality diploma is an asset Knowledge of Property Management System and Windows Prior experience in customer service an asset Proven ability to handle cash effectively and accurately