Supervisor, Front Operations

POSITION SUMMARY:

The Supervisor, Front Operations is responsible for supervising the daily operations of the Front Desk. The Supervisor, Front Operations ensures maximum guest satisfaction and maintains professional standards of service, ensuring check-in, check-out, cashiering in accordance with departmental set service standards.

PRIMARY RESPONSIBILITIES:

• Performs and supervises the check-in and check-out processes utilizing established systems and procedures including appropriately allocating rooms to guests, confirming and executing account payment in an efficient and effective manner
• Exhibits a thorough understanding and working knowledge of company’s system, Excel, and Word and ability to input and access data in the computer
• Remains fully conversant with all products, services and facilities offered by City of Dreams Mediterranean, including gaming, food & beverage and entertainment to ensure guests receive accurate, timely information and advice
• Ensures all log books are accurately updated
• Exhibits exceptional, courteous, professional, and efficient customer service at all times to both guests and employees when communicating instruction, information or advice ensuring the information is received in a timely manner and is being understood
• Contributes to the maximization of revenue within City of Dreams Mediterranean by “upselling” rooms and other products and services where appropriate to guests
• Understands rate structure and promotional rates available
• Prepares, administers and compiles reports as required in an accurate and timely manner, including the preparation of required details for the VIP Services Department
• Ensures the effective resolution of any issues raised by a guest either in person or by referring the issue to a Senior Manager to ensure on-going relation and rapport are not compromised with the guest
• Assists with the preparation of rosters and the confirmation of employee timesheets in an accurate and timely manner in line with the company deadlines
• Adheres to and exhibits pro-active leadership in accordance with all established policies and procedures within City of Dreams
• Identifies training needs and brings them to the attention of the Assistant Front Office Manager or Front Office Manager
• Maintains consistent and effective communication to all departmental supervisors, managers and staff
• Remains flexible and adaptable to rotate with different departments of the Front Office
• Attends scheduled employee training and periodic reviews on generic hotel training and departmental specific responsibilities
• Reports accidents, injuries and unsafe work conditions to supervisors
• Identifies and implements best practices both in the Front Office as well as throughout the Hotel
• Monitors operating supplies and reduce costs
• Ensures work area is always clean and neat including the proper maintenance of all equipment needed to perform daily tasks
• Maintains the highest standard of professionalism, ethics, and attitude toward guests and colleagues
• Performs other reasonable job duties as assigned by supervisors from time to time

KEY PERFORMANCE INDICATORS:

• Good management of complaints and incidents
• Positive customer Feedback
• Continuous progress of Technical Skills
• Staff Retention and Development

QUALIFICATIONS:

Education

• College degree or equivalent professional training

Experience

• Minimum 3 years previous experience as a Receptionist in the hotel industry
• 1 years of supervisory role at Front Office operations in the Hotel industry is preferred

Skills / Competencies

• Fluent in both written and spoken English
• Computer literate with PMS, Word, PowerPoint, Excel
• Strong problem solving, critical thinking, leadership and coaching skills
• Strong negotiation and conflict resolution skills
• Excellent interpersonal and customer service skills

PERSONAL COMPETENCIES:

• Achieves agreed objectives and accepts accountability for result
• Displays a high commitment to delivering result
• Leads others to achieve business objectives
• Communicates effectively
• Displays the highest level of integrity
• Ability to maintain discretion
• Self-motivated
• Approachable