Job Purpose
Front Desk Supevisor to ensure efficient and smooth operations for producing excellent feedbacks and guest satisfaction. Responds in a professional and courteous manner to guests by providing accurate and timely information and services.
Primary Responsibilities.
• Act as the first point of contact and liaison for VIP guests, ensuring that they are treated personally and recognized as an individual.
• Manage desk, resolve guest concerns, handles emergencies and other challenges that may occur during the assigned shift, implementing resolutions by using discretion and judgment.
• Ensure that the Assistant Front Desk and Guest Service Managers are kept aware and up to date with operational issues.
• Actively take part in training the team, supporting and leading formal training sessions and focusing on on- the- job training to ensure that all team members are of the same standard.
• Check registration cards, meetings and functions information, billing instructions, financial records and reservation backups to ensure that all information received is acted upon.
• Ensure that guests are escorted to their rooms, hotel facilities and room features are explained, and luggage is delivered in a prompt manner.
• Ensure that the Front Desk equipment and systems are functioning at all times, and that the area is maintained in a clean, tidy and organized way.
• Complete reports where and when requested, ensuring that they are complete and delivered on time to the respected parties.
• Create a warm and welcoming arrival for guests, ensuring that they feel expected and immediately “at- home” when they arrive.
• Support and motivate front desk team members by leading by example and employing competent and consistent management practices.
• Familiar with and master the Front Desk system.
• Contribute to the hotel and team by sharing new ideas and suggestions for improvements, being innovative and creative to provide quality service and customer care to team members and guests.
• Ensure that guests’ profiles and information is input into the Police Report system in a timely and accurate way.
• Handle complaints promptly and efficiently, taking the necessary action, and informing the Duty Manager or AFOM/FOM to follow- up where appropriate.
• Maintain hotel systems to ensure accuracy of information and data, and that it is easy to use and operate, in an organized and systemized way.
• Maintain awareness of guests’ profiles and specific preferences, ensuring that they are acted upon for each reservation.
• Check- in guests in accordance with their reservation details, ensuring that the registration cards are completed, reservation information confirmed, Accor Member and method of payment is secured.
• Follow- up on outstanding accounts to ensure no loss of revenue and secure method of payment for upcoming reservations.
• Follows- up with all guests to ensure satisfaction with problem resolutions.
• Pass on information effectively, ensuring that all necessary details are communicated to the intended person and that any pending action is completed, and guest satisfaction is confirmed.
• Attend training where and when required.
• Maintain awareness of sales opportunities within the hotel, maximizing revenue in an ethical and responsible manner, adhere to Accor brand standards and ensuring that guests receive value for money.
• Use creative management skills to solve guest and team member problems, ensuring compliance with company standards to ensure consistent high- quality guest relations.
• Assign and instruct Front Desk Agents in the details of work, observing their performance and encouraging improvements.
• Act as a coach and mentor to team members, reinforcing standards and expectations and motivating team members to strive for established targets.
• Ensure that the front desk is kept stocked and maintained with requisitions and that par levels are maintained, and stock tracked.
• Ensure communication, coordination and cooperation between the front desk and other operating departments, specifically Housekeeping, F&B and Accounts.
• Adhere to the hotel selling strategy of Demand Based Pricing and maintain rate integrity by offering clear, transparent, and value for money rates to guests.
• Liaise with Sales, Reservations and the Business Development teams to handle corporate guests.
• Up to date with information on facilities, attractions, places of interest, sights and activities in and around the Resort.
• The Management reserves the right to make changes to this job description at its sole discretion and without advance notice.
• Listen to and understand requests, issues and situations from both guests and team members.
• Carry out any other reasonable duties and responsibilities as assigned.
• Be involved with the development of high potential team members to ensure that all team members are trained to progress to the next level of their career.
• Adhere strictly to standard cash handling procedures amongst team members, ensuring that all team members balance their float and drop the required amount.
• Responsible for the smooth induction and facilitation of training for new team members, ensuring that they are trained to the minimum level standard and that they can competently complete their jobs and know what is expected of them.
• Keep up to date and aware of competitor activities in order to be proactive and create market advantage.
• Communicate effectively both verbally and in writing to provide clear directions to staff.
• Regular attendance in conformance with the standards established by Accor from time to time.
• Conduct daily briefings, shift handovers, attend meetings and effectively communicate information to team members.
• Greet customers immediately with a friendly and sincere welcome, using a positive and clear speaking voice.
• Maintain safety deposit boxes, ensuring that guests’ valuables are safe and secure at all times.
• Comply with Health & Safety, Emergency Management, the Disaster manual, Fire procedures and regulations.
• Manage costs effectively by minimizing and controlling expenses.
• Allocate room in accordance to the guests’ reservations, preferences and remarks, maintaining a systemized and sales focused approach to room inventory management.
• Maintain the efficiency of departure by checking all guests’ folios to ensure accuracy of charges.
