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  • Posted: May 5, 2017
    Deadline: Not specified
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    The Fairmont Norfolk is a historic hotel in Nairobi, Kenya and is owned by the luxury hotel chain, Fairmont Hotels and Resorts. The hotel has 170 rooms, 4 restaurants, and consists of 5 main blocks, each ranging from 1 to 2 stories high. The hotel has a signature Tudor style of architecture that has been maintained since its original construction.
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    Front Office Supervisor

    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.

    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

    Method of Application

    Interested and qualified? Go to Fairmont Hotels & Resorts on frhi.taleo.net to apply

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