Front Office Supervisor

The Front Office Supervisor is directly responsible for the day-to-day operations of the Front Desk while on duty. Leading the team to ensure that the Reception operations run smoothly at all times and supporting Receptionists in their day-to-day tasks. On a broader scale of Front Office Supervisor is to ensure that all of the hotel’s guests are greeted, assisted with a level of service, and welcomed in a genuine warm way at all times.

• Able to assist the Duty Manager to ensure smooth operations at the front office at all times.

• Assist the Duty Manager in reviewing the staffing roster at the commencement of the shift to ensure the best deployment for maximum efficiency.

• Able to assist the Guest Service Executive in resolving any operational issues.

• Able to assist the Duty Manager in controlling room inventory. Managed allocations according to hotel directives. Plan room allocation and prepare arrivals, bearing in mind any special requests.

• Coordinating with housekeeping daily to ensure rooms are cleaned on time, departures are checked out timely and VIP arrivals are checked.

•  Update PMS (Opera) and be able to use the program as an expert for the Front Office area. Able to train others to do so too.

• Promote, develop, and maintain strong working relations, ensuring that your shift/team runs smoothly and guests are greeted professionally, in a Heartist manner.

• Identify the person to whom he/she is speaking, and the subject of the request, and direct the guest accordingly.

• Monitor performance standards, reporting issues/concerns as needed.

•  Able to assist the Duty Manager in handling guests’ requests and complaints.

• Able to train all existing and new team members.

• Able to assist the ALL Star & in general be a Loyalty Ambassador who consistently promotes our Loyalty programs (Accor Live Limitless & ALL Plus).

•  Able to assist the Assistant/Front Office Manager in monitoring and checking on retro-claims.

• Strive to implement the Accor Vision and demonstrate active use of the Accor Values.

• Bachelor's Degree or Diploma in Hospitality Management or equivalent

• Minimum 3 years of relevant experience in a similar capacity 

• Previous experience in a similar leadership role is an asset

• A service-focused personality is essential

• Prior experience working with Opera or a related system

• Strong interpersonal and problem-solving abilities and the ability to lead by example