.Job DescriptionThe Front Office Supervisor's role is to oversee the entire front office operations during their shifts and lead the teams towards the attainment of the highest standards of service and excellence for our guests, positively impacting our guests' journey and satisfaction.Your role includes upselling, increasing loyalty enrollments, resolving guest requests and concerns, while ensuring flawless communication with other departments.ResponsibilitiesConduct daily LQA & Forbes quality checks to ensure the team is aligned with the standards, and give feedback to the team.Assist TOP Vip with their check-in and check-out, or directly supervise the procedure if a receptionist is handling it.Be responsible for the team delivering a warm welcome and ensuring that guests enjoy their experience, being pampered with the finest tailored service.Maintain a positive atmosphere, high morale, and healthy working relations within the team.
Lead by example and address any unnecessary conflicts.Anticipate and meet guest needs, ensuring all colleagues feel accountable and responsible for the guests' journey, regardless of their department within the Front Office.Know the hotel product in depth, from in-room services to outlet offers, and ensure the information is continuously shared and updated.Be knowledgeable in ALL Program, training the team accordingly in its tiers, benefits, special offers, and promotions.Promote the enrolment of guests in the ALL Program and ensure the team does the same.Supervise the Front Office operations, including Reception, Guest Relations, Concierge, and Bell Service in the absence of their direct manager or Manager on Duty.Conduct regular training, handovers, and daily operations meetings with the Front Office team.Ensure that the hotel standards and procedures are fully understood and followed.Verify appropriate levels of office supplies and collateral for smooth Front Office operations, preparing item requisitions accordingly.Handle inventory.Oversee checklists and cashiers of all Front Office colleagues, including Guest Relations, Bell Service, and Concierge, in the absence of their managers.Upsell rooms, Food and Beverage outlets, and other facilities whenever opportunities arise.Conduct daily activities with the teams to increase upselling revenue and loyalty enrollments.Spot potential upselling and enrollment opportunities and set alerts in the system.Communicate with other team leaders to ensure flawless hotel operations.Ensure all colleagues have individual access to every tool they need to perform their daily tasks.Assist the management team at Front Office and other departments as required.QualificationsTo perform this job successfully, an individual must be able to perform each essential duty satisfactorily.
The requirements listed below are representative of the knowledge, skill, and/or ability required