Front Office Supervisor at Executive Residency by Best Western

Scope and General Purpose:

Supervise Front Office operations to ensure smooth running of the function as per property standards.

Responsibilities

Financial

• To assist the General Manager in achieving maximum room sales and average room rate.
• To facilitate the efficient management of the guest and city ledger.
• To ensure the house policy on credit facilities is adhered to.
• To maximize on revenue by controlling over bookings, cut off rates, no-shows.
• Control operational costs in the department.
• Ensure all forecast are in order and realistic.
• Monitor cashier and closing reports to ensure accuracy and accountability of all cashiers
• Monitor the implementation of the promotion and loyalty programs in place.

Operational

• Ensure guest check in/ check out procedures are carried out in a smooth and efficient manner in accordance with the prescribed standards.
• Ensure all guests requests are handled in an efficient and professional manner.
• To ensure sufficient coverage of the reception area is in place at all times.
• Ensure required guests’ information is captured on the registration card and in the property management system.
• Ensure VIP guests are identified and recognized as per standard.
• Ensure the front office team and self are fully conversant on all aspects of the facilities offered by the property.
• Ensure duties and responsibilities are well assigned to subordinates and assist them in their duties as and when required
• Ensure that all messages, parcels, telexes & Faxes the delivered as per the hotel policy.
• Ensure room assignments are done in accordance to guest requests.
• Ensure that the team has correct information to answer queries from visitors, residents, and prospective residents and referring them to contact points at which they can obtain further information
• Liaising with other departments regarding matters arising: for example, security of the building and finances
• Alert the maintenance team of any faulty equipment that needs attention at a facility or building
• Ensure all maintenance issues are followed up to completion
• Assist with the duties of other departments that have limited staff

Administrative

• To ensure all Front office reports are accurate and produced on time
• To ensure staff duty rotas are created, ensuring the efficient management of leave and off days
• To ensure staff briefings are conducted on a daily basis and departmental meetings are conducted once a month with minutes adequately followed up
• To ensure filing of registration cards as per departure date and reservation records as per arrival date are done
• Prepare duty rotas, leave schedules and pending day’s record.
• Ensure discipline is maintained.
• Ensure guest complaint records are well maintained and attended to efficiently and professionally.
• To maintain an up-to-date record of out-of-order rooms.
• To ensure discrepancy reports are correctly filed after resolution.
• Ensure equipment in place is maintained in good order.
• Ensure cleanliness is maintained at all times.
• Compilation and reviewing of daily reports, logs and lists
• Act as liaison between management and staff  in passing on information to subordinates
• Ensure all front Office adhere to the personal hygiene and grooming standards

Training and Development

• To take an active interest in the development of subordinates through training and involvement in decision making.
• To give subordinates frequent feedback on their performance and status of development.
• To ensure that all personnel and training related policies, procedures and corporate philosophies are transmitted to all staff.
• To identify training needs and facilitates departmental training for the Front Desk in liaison with the human resources department
• Assist in conducting performance appraisals.
• Help in identifying potential employees for recognition.

Self Management

• Comply with hotel rules and regulations and provisions contained in the employment handbook.
• Comply with company grooming and dress code standards
• Comply with timekeeping and attendance polices
• Actively participate in training and development programs and maximize opportunities for self-development.

Customer Service

• Demonstrate service attributes in accordance with industry expectations and company standards to include
• Being attentive to guests
• Accurately and promptly fulfilling guest requests
• Understand and anticipate guest needs
• Ensure that Guest complaints are resolved promptly and appropriately
• Maintain a high level of knowledge which will enhance the guest experience
• Promotes goodwill by beings courteous, friendly, and helpful to guests, mangers, and fellow employees.

Health Safety & Security

• Demonstrate an understanding and an awareness of all policies and procedures relating to Health, Hygiene and Fire Safety
• Familiarise yourself with emergency and evacuation procedures.
• Ensure all security incidents, accidents and near misses are always logged in a timely manner and brought to the attention of your supervisor as per Fire Life & Safety (FLS) procedures

General

• Comply with the company corporate code of conduct at all times.
• Familiarize yourself with the company vision and values which link to our model of desired behaviors that we expect all employees to display.
• Perform other tasks at the level of the role as directed by the Front Office Supervisor in pursuit of the achievement of business goals.
• Desire and ability to improve your knowledge and abilities through on-going training.
• Be completely conversant with and adhere to departmental standards and procedures.
• Maintains a clean and neat appearance and work area at all times.