1. Summary of the Position:

The Front Office Supervisor is responsible for the day to day overall management of the Front Office, to ensure high standard of customer service from the reception, porter, nights, switchboard areas team.

2. Key responsibilities:

• To be aware of daily arrivals and to ensure proper planning is in place to ensure guest expectations are met

• To work closely with the Executive Housekeeper to ensure consistency of communication is maintained (room moves, out of order rooms, rooms available for sale, etc...)

• To ensure VIP are recognised and rooms are allocated and checked by the Duty Manager/Hotel Supervisor

• To prepare daily, weekly and end of month reports and any other statistical information as required

• To be responsible for the preparation of statistical performance and forecast on a weekly and/or monthly basis and to assist in the preparation for the front office department

• To monitor application of credit facilities and special rates to avoid financial loss

• To follow up on billing and ensure that allocation is done properly and appropriate rates are applied

• To ensure daily revenue is posted timely and correctly and that all statistical information are correct

• To follow up on outstanding balances and ensure that payments are made to reduce debts or to avoid loss of revenue

• To check reconciliations in order to ensure that discrepancies are rectified and banking is done appropriately

• To authorize all Front Office voids at the discretion of the Assistant General Manager

• To maintain Standard Operating Procedures for the Reception department

• To communicate with all front of house team members and ensure optimum occupancy and average room rate to maximize revenue

• To ensure lively and informative briefings are conducted with the team at the start of each shift

• To train, develop and motivate the staff in order to achieve high levels of productivity

• To ensure the team members are looking presentable with clean, ironed uniforms at all times and that team members are wearing name badges at all times

• To ensure company policies and procedures are understood and adhered to by the team members at all times

• To ensure high standards of customer service are observed at all times

• To ensure the weekly roster is made according to the forecasted occupancy

• To carry out appraisals for Front Office department

• To ensure the succession plan is in place within the department and in used as a guidance for training and exposure

• To ensure any faulty equipments or lightings are reported to the Maintenance department and to follow up

• To conduct any other reasonable duty as per Management instructions

3. Job Specification:

• Oral and written communication

• Customer service orientation

• Sales abilities

• Planning and organising skills

• To be standard driven and have a good attention to detail

• Individual leadership

• Analytical skills

• Stress tolerance

• Safety awareness

• Development of subordinates

• Adaptability

• Technical/Professional knowledge

• To be able to take initiative and make decisions

• Computer literate

• Display energy and enthusiasm