Front Office Supervisor

Job Description

Job description / Role

THE ROLE

The Front Office Supervisor assists Director of Front Office in the management of the Front Office team. The Front Office Supervisor is required to demonstrate humility in leadership of the team, be technically sound on Front Office software, has a guest centric approach in service delivery, be a confident communicator, embody a spirit of team work and a sense of responsibility to uphold the Raffles Brand. In joining the team during a pre-opening journey, the Front Office Supervisor has to be ready to embody a tenacious and innovative spirit in building the team together with the leaders.

RAFFLES HOTELS AND RESORTS

An oasis for the well-travelled since 1887 reinterpreted for the 21st century traveler, Raffles has been synonymous with luxury, glamour and extraordinary service for well over a century. Born in Singapore, the brand has since extended its network all around the world, welcoming the influential community of each destination. Whether you come to drink, dine, celebrate or simply to unwind, the outstanding personalities working at Raffles know better than anyone else how to ensure that you "Arrive as a guest, Leave as a friend, and Return as family".

KEY ROLES & RESPONSIBILITIES

– Ready to undertake all roles including the night shifts of the Front Office Team
– Takes responsibility and ownership in creating personal connections through emotional luxury between Raffles Ambassadors and guests
– Maintains communication channels with all departments of the hotel
– Ensure adherence of arrival/departure service sequence
– Enforces PMS system etiquette and accuracy of administrative duties
– Perform check in, check out and room change procedures and ensure all data are entered completely into the hotel systems
– Maintain cashier float and ensure accurate daily report of all money received
– Assists other hotel department functions when the need arises
– Champions and completes daily shift's bookkeeping of Front Office Team
– Responsible for maintaining inventory levels, maintenance and general upkeep of equipment and operating supplies
– Appraise appearance, ensures discipline, and efficiency of all staff under direct supervision
– Assist to set out KPIs and deliverables for the year with the Director of Front Office
– Assist the Director of Front Office to appraise the team at the end of year
– Training and coordination with supporting departments
– Promptly answers any in-house guest calls, instant messages and emails and communicates with respective departments in the resolution of guests' requests.
– Fully understands the Front-of-House position and the whole department constantly renews and develops itself to make sure to keep up with the trends in hospitality industry
– Ensures service standards and individual performance are aligned with Accor Values – Guest Passion, Trust, Sustainable Performance, Spirit of Conquest, Innovation and Respect.
– Executes the annual upsell strategy and achieves all goals as set by management
– Ensures guests receive the experience as detailed in brand Standard Operation Procedure (SOP), Raffles Doha Local Standard Operation Procedure (LSOP) as well as Forbes 5 star / Leading Quality Assurance (LQA) standards and aims to achieve the scores and goals set by management
– Performs any duties and special projects as requested by management whether in your own department or any other department in the hotel