Front Office Supervisor at Fairmont Hotels & Resorts

Summary Of Responsibilities

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

• Consistently offers professional, engaging and friendly service
• Ensure Outstanding customer care at all times.
• Maintains a friendly, cheerful and courteous demeanour at all times.
• Courteously and accurately answers inquiries from potential guests and accepts hotel reservations.
• Responds to telephone and in-person inquiries regarding reservations, hotel information and guest concerns.
• Uses suggestive selling techniques to sell room nights, increase occupancy and revenue.
• Supervise daily shift process ensuring all team members adhere to standard operating procedures.
• Train, direct the work of, resolve issues/problems and coach and counsel the front desk team members to ensure a quality operation.
• Resolve customer issues, complaints, problems in a quick, efficient manner to maintain a high level of customer satisfaction and quality service.
• Adhere to company credit limit / floor limit policies.
• Allocate rooms to expected arrivals after checking the guests preferences and special requests.
• Build strong relationships and liaise with all other department’s especially housekeeping, reservations etc.
• Operates the EPBX equipment, including, assisting incoming & outgoing calls, setting wake-up calls, enabling DND (Do Not Disturb) and paging for in-house guests.
• Cross Check all billing instructions are correctly updated
• Controls cash transactions at the front desk and maintains complete responsibility for personal bank as specified by hotel bank agreement policy.
• Supervise the operations of the front desk to ensure an optimal level of service and hospitality is provided to the guests.
• Ensure Front office log book and hotel log book is always updated and actioned upon.
• ensures safety by following guest check in and security procedures and reporting suspicious activity to security, manager, or MOD.
• Participate in hotel committees and task force assignments.
• Assist all departments in servicing the guests during high volume periods.
• Takes responsibility in the absence of the Duty Manager / Front office manager
• As a supervisor you will be a role model, sharing your expertise and continually inspiring the front office team.

• Primary Location

  Kenya-Mount Kenya-Fairmont Mount Kenya Safari Club

  Employee Status

  Regular

  Job Level

  Management / Supervisory

  Schedule

  Full-time

  Shift

  Day Job

   

Qualifications

• Previous experience is an asset
• Degree or Diploma in Hospitality Management is an asset .
• Computer Knowledge and experience in MS office programs.

Experience

• Minimum 2 to 3 years work experience as Front Office Associate / Front office cashier in a hotel.

Physical Aspects Of Position (include But Are Not Limited To)

• Constant standing and walking throughout shift

Visa Requirements: This position is open to Kenyan citizens only