Front Office Supervisor Job Desc
Position: Front Office supervisor
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Level: 2a
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Reports to: Assistant F.O. Manager
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Responsible for: Front Office reception operations
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Unit: Multi Unit
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Main Role & Objectives:
Ø Ensure the
highest standard of service & guest care is delivered in the department.
Ø Perform any
other duties that may be assigned from time to time by supervisors in the
both properties
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Main Tasks & Responsibilities:
Ø In charge of
Reception/cashier.
Ø Cover all
duties of function.
Ø Ensure follow
up for billing instructions.
Ø Ensure adequate
staffing at all times.
Ø Ensure perfect
staff performance and discipline.
Ø Apply and
implement procedures.
Ø Supervise the
shift assigned.
Ø Know the
services offered by the hotel and encourage the guests to use them during
their stay at the hotel. (Up selling)
Ø Know the
pricing policy of the hotel.
Ø Aware of all
ACCOR and Brand policies & requirements standards
Ø Strive to
optimise the occupancy rate, the average price per room and the turnover of
the ACCOR hotel
Ø Know the local
environment of the hotel: city, culture, activities, shopping malls, and
general information.
Ø Listen to the
guest at all times, strive to answer all requests from the guests as quickly
as possible.
Ø Establish good
working relationships with the guests and visitors
Ø Ensure that the
service offered and the provisions provided to the guests are up to company
standard.
Ø Ensure that the
service provided to the guests will win their loyalty to return to the
company.
Ø Ensure guests
are attended quickly and any complaints handled tactfully and diplomatically·
Ø Prepare the
guests file when using the check in procedure.
Ø Update and
monitor Guest history.
Ø Responsible for
the cashiering procedures in the department.
Ø Ensure that the
telephone, e-mail and fax service and safe deposit services are available for
the guest.
Ø Register check
in and departures of all individuals and groups.
Ø Provide wake-up
calls as requested by the guests.
Ø Forward all
relevant information to the other departments in the hotel
Ø Check the
cleanliness of the workspace.
Ø Ensure that all
documentation is up to date and when necessary deal with guest complaints
when appropriate.
Ø Check that the
Police report is updated promptly. ·
Ø Complete a
credit check on the guest. ·
Ø Create &
update reservations following ACCOR standards. ·
Ø Prepare lists
of arrivals, departures, residents and VIPs. ·
Ø Prepare the
allocations for groups. ·
Ø Prepare debtors
files for the accounts Department. ·
Ø Monitor all
reservations in order to ensure that the availability each day is correct. ·
Ø Monitor all key
accounts. ·
Ø Check the
reports for Head Housekeeper and notify him/her of any discrepancies. ·
Ø Prepare the
reservations for late arrivals. ·
Ø Establish the
daily accommodation report and register any cash transactions. ·
Ø Check the petty
cash float at the start and end of the shift and enter the audit using the
computerised documents. ·
Ø Administer the
"express check-out". ·
Ø Implementation
of new procedures. ·
Ø Requisitioning
items/forms. ·
Ø To monitor and
control daily shift operation workflow. ·
Ø Following up on
unsettled bills. ·
Ø Controlling
room situation. ·
Ø Follow up on
extension of stay and billing arrangements. ·
Ø Ensure that all
entries in logbook is read and followed up if necessary. ·
Ø Conduct
training. ·
Ø Take part in
the technical training of trainees within the department·
Ø Take part in
departmental meetings, as well as internal training sessions
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