مشرف مكتب الاستقبال
تفاصيل الوظيفة
THE POSITION
The Front Office Supervisor is primarily responsible for supervising all the Receptionists while they are on shift, ensuring all tasks are completed on a daily basis and that the shift runs smoothly, being the main point of communication for Reception and all other operating departments, such as Butler, Housekeeping and Engineering.
GROOMING
Our appearance is a reflection of who we are, and our grooming should project a professional image at work; therefore, every member of our team must adhere to grooming standards at all times
EY ROLES AND RESPONSIBILITIES
Supervise Receptionists/Guest Service Agents, assisting them with issues that may arise and ensuring that all tasks are completed up to Raffles standards
Ensure staff have their breaks, according to the number of hours worked
Ensure that there is adequate staff coverage in the Lobby and at the Reception/Front Desk at all times
Ensure that the entire Front Office and the surrounding areas and including Lobby, Concierge and Reception/Front Desk is continuously clean and tidy
Be fully competent in all reception and cashier duties
Cover all shifts if required
Cover Rooms Coordinator shifts if required
Liaise with other Departments in regards to special guest requirements (i.e., Uniform/Guest Services, Florist, Housekeeping, In Room Dining)
Be present at the Reception/Front Desk whenever possible
Deal promptly and effectively with any complaints
Meet and greet VIP guests
Co-ordinate arrivals and departures, monitoring waiting times, always keeping guests informed and ensuring that they are as comfortable as possible
Conduct a handover at the end of each shift with relieving staff, informing them of any special requirements or problems
Liaise with Housekeeping as to which rooms do not need to be turned down if occupancy allows
Liaise with Concierge to ensure swift baggage dispatch and collection
Follow up on late cancellations and no shows and charge when appropriate
Inform the receptionist/cashiers of new memo s during the handover
Check the next day s arrivals correspondence, confirming car-, restaurant- and theatre-bookings. Ensure that all guest needs are dealt with satisfactory
Coordinate with Rooms Coordinator on all room allocations, ensuring effective communication of these with Receptionists/Guest Service Agents
Deal with room moves, and ensure seamless communication of these with the relevant departments
Check potential room revenue for any discrepancies and do necessary corrections
Monitoring the daily financial goals of the hotel and rooms division, the financial goals of the department, the LQA, TrustYou and Forbes targets on a daily basis
Balance the screen (room types) for next day
Maintain amicable and co-operative working relations with all other departments
To be responsible for identifying any training needs of Reception/Front Office staff and communicating these to the Front Office Training Manager
Ensure enough supplies of all stationary items are in storage
Attend any courses Management may deem beneficial
QUALIFICATIONS
Proficient in the English and Arabic (verbal & written)
Third language is an asset
Must be able to handle a multitude of tasks in an intense, ever-changing environment while remaining calm and collective
Must be flexible in terms of working hours
A hospitality diploma is an asset
Knowledge of Property Management System and Windows
Prior experience in customer service an asset
Proven ability to handle cash effectively and accurately
EXPERIENCE
Minimum 1 year supervisory experience in luxury hotel
Desired Candidate Profile
PERSONAL ATTRIBUTES
Motivator and Proactive
Team player
Positive attitude and well-spoken
People person
Result driven
Open-minded
Display initiative
Organized
Commitment to professional values
Thinking out of the box
QUALIFICATIONS
Proficient in the English and Arabic (verbal & written)
Third language is an asset
Must be able to handle a multitude of tasks in an intense, ever-changing environment while remaining calm and collective
Must be flexible in terms of working hours
A hospitality diploma is an asset
Knowledge of Property Management System and Windows
Prior experience in customer service an asset
Proven ability to handle cash effectively and accurately
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