Front Office Supervisor (Female)
Job Description
<strong>Organization- Alila Hinu Bay</strong><p><br></p><strong>Summary</strong><p><br></p><strong> <u> Technical Expertise </u> </strong><p><br></p><ul><li> Ensure strict adherence to Core standards. </li><li> Ensure that the team is well trained on the Core standards. </li><li> Fully understand the operating criteria and is actively monitors the operations of Front Office department. </li><li> Take regular round of the guest areas and ensure that they are well setup and clean. </li><li> Check and follow up on Personal Preference Menu and ensure all necessary set up in done prior to guest’s arrival. </li><li> Check arrival report for following day in detail follow up on special instructions. </li><li> Ensure seamless airport service upon guest’s arrival and departure. </li><li> Welcome and bid farewell to guests as a representative of the department, upon their arrival and departure from the hotel. </li><li> Control and monitors room status on Opera. </li><li> Co-ordinate with Housekeeping department and ensure room is prepared for guest arrival as per schedule. </li><li> Check and ensure that all instructions, policies and procedures are correctly carried by Front Office associates and guide them as necessary. </li><li> Do routine checks and audits on the Front office cash float. </li><li> Ensure that guest arrival and departure letters are ready on time and are accurate. </li><li> Ensures proper completion and checks the departmental reports and checklists maintained by associates. </li><li> Ensure the all guest vehicles and clean and maintained as per the Core standards. </li><li> Take ownership of guest’s requests and needs and ensures immediate action as appropriate. </li><li> Take ownership of guest’s comments and feedbacks, exercises sound judgment and resolves difficult situations amicably. </li><li> Assist in maintaining guest history on CRM and Opera Front Office System. </li><li> Organizes well in advance for group movements and ensures smooth check in / checkout process. </li><li> Ensure adequate par stock is maintained in Front Office and requisition where necessary. </li><li> Ensure cleanliness of Front Office Department, lobby & lounge, working area and equipment. </li><li> Ensure Lobby Music is playing always </li><li> Check grooming of Front Office associates and ensure that they are well groomed and look presentable at all times. </li><li> Is well acquainted with all hotel facilities, including the guest room facilities and knows all events and promotions in the hotel. </li><li> Keep Front Office Manager/Assistant Manager Front Office informed of all mishaps, unusual cases and guest feedbacks. </li><li> Takes initiative to maximize additional revenue by up selling rooms and Leisure Concierge activities. </li><li> Responsible for Front Desk task for the shift including cashiering. </li></ul><p><br></p><u> Guest Interaction </u><p><br></p><ul><li> Keep himself/herself updated on the arrivals and departure for the day. </li><li> Ensure guest recognition within the department. </li><li> Is able to identify and acknowledge repeat guests and VIP. </li><li> Ensure that each guest interaction is a delightful experience for the guests. </li></ul><p><br></p><u> Service standards </u><p><br></p><ul><li> Never say “NO”. Offer alternatives as applicable. </li><li> Always finds a way to exceed guest’s need and expectations. </li><li> Ensure consistent delivery of hotel’s service standards. </li></ul><p><br></p><strong>Qualifications</strong><p><br></p>Candidate should have 1 year experience with the same position in Hotel Industry
