Front Office Supervisor

Planning & Organizing:

- Is responsible for the Front Office team in the absence of the Assistant Front Office Manager during his/her day off or holidays.
- Define the organization of work to be performed by the team members, and supervise, co-ordinate and plan daily activities of personnel.
- Responsible for the Front Office, Reception Agents, Bell Desk, Drivers, Airport Representatives.
- Ensure that the standards of the Brand and all associated procedures are applied on a day-to-day basis.
- Organize Front Office department related activities.
- Organize the daily briefing and together with the FOM the monthly department meeting
- Brief front-office staff on events, promotions etc.
- Aware about local requirements (follow up and responsible for DTCM reports and Police requirements).
- Aware of visa procedures of sponsored guests and follow up of incoming guest.
- Ensure the achievement of the highest occupancy in the complex at the best rate, as per hotel target.
- Prepare the daily sheet and organize a morning briefing with FO morning shift (handover to the shift leader eventual problems).
- In charge of planning of the FO department during the night.

Operations:

- Cover Front Office Supervisor Tasks: provide a first response in case of guest issues, liaising with the Assistant Front Office Manager and with the HODs (Front Office, Housekeeping, F&B, Security, Engineering), update the Front Office Supervisor log and be part of the first response emergency team.
- Ensure that there is compliance to all work legislation in the departments.
- Pay special attention to proper upkeep of the hotel, especially of the front desk, hallways, the lobby and the Parking lot and rooms.
- Develop a spirit of conquest, service and creativity in the team.
- Be aware of room status and also the competitors' status.
- Assists all Front Desk activities when needed.
- Attends VIP's arrival.
- Ensures the prompt and correct updating of the CID system.
- Maintains good public relation with guests and customers.
- Maintains and improve quality service in Front office.
- Ensures that the Front Office team welcomes the customer properly.
- Ensures guests are attended quickly and any complaints handled tactfully and diplomatically.
- Receives and deal with verbal complaints and keeps the HODs updated.
- Controls the follow up of all departmental procedures.
- Ensures that all entries in the logbook are read and followed up if necessary.
- Ensures that there are ample stocks of all items needed and initiate requisition for supplies running low.
- Trains junior team members and co-ordinate the monthly on the job training for the whole department.
- Prepares and check the work schedules.
- Attends departmental meetings and training programs.
- Optimizes the occupancy rate and average room rate.
- Liaises with reservation, with all booking and immigration issues (Visas)
- Supervises all departments during the night;
- Keeps relation with Police and other local authority.
- Ensures all morning openings of department (FO, OP, HSK, F&B outlet).
- Coordinates with Security in the hotel.
- Maintains discipline among staff, appearance of staff in regards to proper upkeep of uniforms and maintain orderliness of the lobby.
- Solving difficult guest situation.
- Deal with overbooking ensuring the best revenue for the hotel and guest satisfaction
- Co-ordinate all walkover within the properties.
- Ensure that sufficient VC rooms are available for possible Walk-in clients during the night.
- Brief night staff about daily activity of the hotel
- Inspect all public areas, F&B outlets, back of the house, whenever possible take action or report to the HOD.
- Try to conserve energy and ensure cleanliness of the complex.
- Ensure close cooperation with other departments.
- Ensure the observance of hygiene and safety precautions to maintain a high standard in the hotel.
- Monitor junior team performance on a constant basis ensuring all procedures are carried out correctly.
- Check if all special rates have the appropriate authorization by competent person.

Administration:

- Ensure that all entries in the logbook are read and followed up if necessary.
- Check credit limit report and follow up accordingly.
- Check discrepancy report and action accordingly.
- Check the management of "no-show".
- Ensure timely submission of all relevant reports and information to all departments in the morning. (GM, Finance, F&B, FO).
- Maintains the departmental bulletin board.