Front Office Supervisor

Job Description

Job description / Role

The Front Office Supervisor is responsible for the smooth operation of the Front Office department. They are also considered to be the Manger on Duty. All problems must be attended to and solved using the resources of other colleagues and leaders.

What is in it for you

– Employee benefit card offering discounted rates at Accor worldwide
– Learning programs through our Academies
– Opportunity to develop your talent and grow within your property and across the world!
– Ability to make a difference through our Corporate Social Responsibility activities, like Planet 21

What you will be doing:

Reporting to the Front Office Manager , responsibilities and essential job functions include but are not limited to the following:

– The Front Office Supervisor is required at all times to set a high example in regards to punctuality, appearance, attitude, leadership, guest relations, observance of Hotel Policies and Procedures, loyalty to management and interdepartmental cooperation.
– To use discretion and tact when dealing with guest problems or complaints in an efficient and professional manner without detriment to the Hotel and/or its reputation.
– To advise the FOM of any matters relating to guests, their welfare and behavior as considered desirable for various reasons.
– Ensuring at all employees within Front Office are fully aware of the daily inventory, yield and revenue management, and sell rates.
– -Attend to all guest complaints immediately and initiate follow up. It is imperative that all guest complaints are dealt with promptly in order to attain Guest satisfaction and the protection of the Hotel's Interest.
– In all incidents, provide management with reports and recommend actions to avoid repetition of any incident, accident theft, complaints etc.
– Ensure maximum safety for guests, patron and employees during emergencies. The protection of hotels interests must be the major concern.
– To be fully trained in emergency procedures and to assist in carrying out any practice drills.
– Make regular rounds of the Hotel to ensure smooth operations in all areas.
– Supervision of Front Desk colleagues, assisting in check in and checkouts.
– Perform any other related duties assigned to him/her by the FOM.
– An unbiased report must be sent to all concerned at the completion of the shift.
– The Front Desk Supervisor is responsible for the smooth operation of the hotel.
– He/She must make decisions on all matters involving guest contact with hotel colleagues.