Front Office Supervisor

Ensures the smooth running of the operations on a day to day basis and in a proactive manner

§ Organizes, directs, and monitors daily activities of front desk agents.

§ Must be able to complete all of the duties and responsibilities of the Front Desk Associate.

§ Ensures efficient, friendly, and professional guest registration, check-out, and telephone service; supervise front guest service agents to ensure that established procedures are followed.

§ Establishes procedures, prepares and coordinates schedules, and expedites workflow.

§ Obtain all the relevant information from the previous shift, including the volume of business, special guests and tasks to be clarified and to be complete.

§ Assists with training, motivating, and rewarding front desk agents.

§ Reviews current day’s expected arrivals and checks all VIP and special request reservations to ensure that they are pre-registered, blocked properly, and other departments are notified of room assignments.

§ Reviews the daily room availability and informs all appropriate staff.

§ Reviews status of departures on a daily basis; relays all pertinent information to front desk agents and other appropriate staff.

§ Ensures all necessary reports and forms are completed daily.

§ Ensure all incoming email had been answered & followed up as well.

§ Carry out correct cashing up and adjustment of errors.

§ Daily checks on the credit limit list in agreement with the manager.

§ Be available for guest at all times as point of contact and co-responsibility for appropriate treatment of guest complaints, passing on a documenting such complaints.

§ Know the emergency equipment, how to use it and what to do in cases of emergency.

§ Inform the housekeeper with regard to special requests, early and late departures, change of room and other information important for the department.

§ Accept reservations and enter these into the system.

§ Inform the housekeeper with regard to special requests, early and late departures, change of room and other information important for the department.

§ Accept reservations and enter these into the system.

§ Performs front desk agent responsibilities as needed to process guests expediently including but not limited to checking guest into hotel, responding to guest questions, resolving guest problems/complaints, answering telephone, making guest reservations, and checking guests out of hotel.

§ Ensures that guests’ needs are fulfilled and their stay is as pleasurable as possible; assists with dining, entertainment, or transportation reservations as needed.

§ Assists front desk agents with resolution of guest problems/complaints as needed.

§ Monitors and maintains front desk area.

§ Possesses and maintains thorough knowledge of hotel services, facilities, policies, and room rates and area’s attractions.

§ Be familiar with the daily activates in the hotel.

§ Performs other duties as assigned by manager

§ Ensures that as per Golden Sands Health & Safety Policy the Fire Exits are free of obstacles

§ Check all correspondence of the day’s arrivals to familiarize with arrived and arriving guests and their needs, follows up as required

§ Follow up with Housekeeping any unresolved room discrepancies

§ Maintains appropriate standards of conduct, dress, uniforms, hygiene, appearance, and posture for all departmental employees

§ Checks cleanliness of lobby and public areas, lights and as well as front office staff in proper and orderly appearance and behavior.

§ Ensures that all departmental information is kept accurate and up to date

§ Understand and carries out duties in line with Hotel Emergency Procedures

§ Inspects guestrooms on a daily basis

§ Responds promptly to any operational requests from Front Office and other hotel departments

Financial Responsibilities:

§ To monitor and control the use of office supplies and other consumables.

§ To monitor all printing and to keep related costs under control.

§ To monitor and control vacation schedules for the Front Office Staffs, Bellboys.

§ To monitor and control the overtime for the Front Office Staffs

§ To monitor and control all Front Office Department expenditures to ensure that it stays within the limits of the Consumable and Budget.

§ To ensure that Company property is maintained properly and treated with respect at all times.

§ Other responsibilities, as assigned, but not limited to the above.

Team Communication and Meetings:

§ To schedule and conduct training for the Front Office Department Staff on regular calendar basis

§ To encourage and demonstrate good communication, excellent teamwork and continuous training, coaching and counseling.