Front Desk Supervisor at Kempinski Hotels

The incumbent in the position is responsible for supervising the operations at the reception to ensure that the highest professional services are given to all guests in accordance with the Kempinski Experience Audit (KEA) service standards, ensure that upselling is monitored and tracked in order to increase room revenues, shift closing is done properly and ensure Financial Policies and Procedures are supported and followed

Main Responsibilities

• Plan and supervise the day to day operations of the Reception section which are related to the arrival and departure of guests, including the room sales, the room assignments of VIPs, Groups and Crews and room registrations.
• Coordinates and monitors the work of direct subordinates and verifies that all receptionists are well groomed in order to ensure clients’ satisfaction and adherence to service standards.
• Carry out training for new employees and on the job training. Motivates staff to bring about excellent performance.
• Handles guest requests and complaints in a polite and efficient manner, gives further instructions to the relevant staff if needed to ensure customer satisfaction and maintains a record of all complaints received from all guests. Follow up when necessary.
• Liaise and coordinate with various departments to ensure all information on guests are accurate such as rate, room type, billing, guest requests and oversee that guests’ specific requirements are addressed in an efficient manner.
• Keep abreast on hotel products and services as well as on tourist and business traveling information that may be of any interest to our guests.
• Constant training of subordinates.
• Supervise all cashier work of subordinates.
• Update all on loyalty programme.
• At the end of shift, do handover reporting guest complaints, unusual situations and incidents that need follow up, to ensure efficiency in the operation.
• Accomplish a set of administrative duties such as briefing, producing, reviewing and writing reports and other specific duties related to the job function.
• Any other duties, which may be assigned to you from time to time as directed by your Supervisor or Manager.

Qualifications

• Degree/Diploma in Hotel Management/Front Office Operations
• Four years experience in a similar role and proven track record may be considered in lieu of specialised education
• Minimum 5 years Front Office Supervisory position
• Preferably as Section Head in 5-star property.
• Good Communication skills
• Knowledge and experience in the use Fiderio and Opera
• Proficiency in Excel and Word.
• Knowledge in a foreign language will be a distinct advantage
• Presentable, well spoken individual
• Pleasant and outgoing personality
• Mature & Customer focused.
• Excellent grooming skills and must be well versed in professional and personal etiquette
• Fluent speech skills