Front Office Supervisor

Planning & Organizing:
• Organisation of Repeat Guest filing administration
• Up-keeping of Hotel/Guest Information booklets and pamphlets.
• Co-operation with Housekeeping / F&B and Front Office.
• Room allocation, identify guest needs.
• MIPs & RIPs preparation.
• Awareness of outside activities/recreation etc.
• Perform as per OSM Standards and in line with the Company’s Values and Core Behaviours.
• Be fully aware of the daily information and activities.
• Properly groomed at all times
• Drive “Cherish” and Guest targets to be met.
• Show fullest cooperation and respect within the team and other departments

Operations:
• Maintain an up to date knowledge of hotel information and local services, including operating hours, promotions, events, attractions and any allied information.
• Actively elicit guest feedback and preferences, regarding hotel services and ensure action is initiated on the same to maximize guest satisfaction.
• Monitor guest service personnel to ensure maximum guest satisfaction through personal recognition and prompt cordial attention from arrival through departure.
• Handle guest complaints and assist in maintaining smooth relationships between management and guests by resolving problems arising from guest complaints and attending to their requests or queries with dispatch immediately.
• Responsible for an efficient, clean, safe and hygienic upholding of all front office area.
• Assure compliance and coordination of guest’s needs, requests and personal preference.
• Organize and implement all special needs, personal preferences and amenity distribution in accordance to the department’s standards.
• Ensures adherence to company and hotel policies by all departmental employees.
• Provides General Manager with a summary of activities and operations during the night shift by preparing a daily written logbook.
• Insures guests’ satisfaction by resolving and taking appropriate actions on all guests’ complaints.
• Calls General Manager and concerned HOD’s without delay for any fire, bomb threat, burglary or death that has occurred on the premises during the shift.
• Calls Hotel Doctor, GM, FOM and Security Manager in case of guest accident.
• Handle all employees’ accident as per hotel policy.
• Ensures hotel's employees grooming & appearance standards are met.
• Trains new Guest services department personnel.
• Answers letters of inquiry regarding rates and availability.
• Maintains a thorough knowledge of the room rack locations types of rooms, room rack operations, package plans, hotel facilities.
• Display a pro-active and leading role in terms of service, culture, development, team image, systems, procedures and skill development.
• Take reservations using the hotel reservation system, ensuring maximum occupancy and rates are obtained.
• Maintains hotel’s level of cleanliness and sanitation (hygiene) in accordance with Regent standards by conducting inspections and taking appropriate action.
• Check guests in and out, including preparation of guest bills and authorizing payments.
• Responsible for cash handling including float and banking.
• Dealing efficiently with day to day billing and guest service queries.
• Report anything considered a health and safety hazard.
• Using information available, plan and control both the preparation of future shifts and effective communication to the team.
• To act as a duty manager for the hotel, ensuring all guests are satisfied, both internal and external.
• Allocation of all rooms to include, special requests, sofa bed rooms and any other requirements as directed by the FOM.
• Authorizes payments in case of emergencies.
• Maintain policy of the power saving.

Generic Aspects on Hygiene / Personal Safety / Environment/Confidentiality:
• Ensure proper care of all equipment and furniture entrusted for Heartists use.
• Be well-familiar with the hotel's policies and procedures, well-acquainted with the physical layout of the hotel and its premises and knowledgeable of the hotel's emergency procedures in regard to fire, medical, bomb threat, black-out and evacuation.
• Knows the safety regulations and ensures their application & ensures the safety of people and property in the hotel.
• Respects and ensures respect of the hotel's commitments to the 'Environment Charter' of Planet 21 program (saving energy, recycling, sorting waste etc).
• Understands and strictly adhere to the Rules & Regulations established in the Heartists Handbook and the Hotel’s policy on Fire, Hygiene, Health and Safety.
• Ensure that confidential records and other confidential information are properly safeguarded and are not removed from the office.
• Does not disclose any financial information or any other information of the Accor Hotels.