Job Role: Front Office Supervisor
Reporting to: Front Office Manager
Responsible For: To greet guests in accordance with training and allocate rooms according to laid-down procedures.
MAIN DUTIES:
-
Adhere to the company's Code of Conduct.
-
To comply with company regulations regarding fire, health and safety, hygiene, customer care and security.
-
To read, understand and carry out your responsibilities as defined in the Health and Safety Statement and Staff Handbook.
-
Check and ensure the correctness of all reception floats.
-
Ensure work areas are kept clean, safe and tidy at all times.
-
Receive and register guests on arrival, using their names at all times, adhering to laid down procedures, e.g. brand standards.
-
Be thoroughly familiar with all company selling procedures and promotions.
-
Be aware of hotel room availability and rates at all times.
-
Adhere to all regulations in respect of Health and Safety, hygiene, guest safety, fire regulations, emergency procedures, etc.
-
To ensure that any additional requirements for guests are offered and catered for as much as is reasonably possible, i.e. dinner reservations, porter, information services, etc.
-
To ensure that all charges are posted correctly onto room bills.
-
Maintain & monitor management accounts.
-
Be aware of all hotel facilities & amenities. (ie car parking, directions, etc)
-
Communicate with colleagues and guests professionally.
-
Provide the highest level of customer service consistently.
-
Provide relevant reports to departments as required.
-
To take reservations and respond to guests in a timely and professional manner.
-
To answer the switchboard in a warm and welcoming manner and effectively transfer calls to the correct extensions in the absence of the switchboard operator.
-
To administer all reservations, cancellations & no-shows in line with company policy.
-
Fulfil all reasonable requests from guests to ensure their comfort, satisfaction and safety.
-
Conduct regular security checks throughout the day and report any issues to management.
-
Report any maintenance issues immediately to management.
-
Dealing with any guest requests/queries in a polite and attentive manner and reporting/logging any problems to the Duty Manager.
-
The sensible allocation of rooms to customers, having viewed all relevant guest requests.
-
Handling safe deposits for guests.
-
Maximise in-house selling whenever possible and maintain an awareness of all sales opportunities.
-
Dealing with Foreign Exchange for customers.
-
To ensure that all monies are kept secure at all times.
-
Make sure the receptionist is completing their duties as per the checklist.
-
To carry out any reasonable duty requested by a manager, senior staff member or a request of a guest.
- Please note that the above job specification is not exhaustive and is subject to change as the business demands.
