Front Office Supervisor

POSITION SUMMARY: is a key member of the hospitality industry. They are tasked with managing the front desk and ensuring the smooth operations of the hotel, The front office supervisor is responsible for overseeing the work of front desk staff, ensuring that they provide exceptional customer service to guests. They are responsible for managing reservations, checking guests in and out of the hotel, and handling any issues or complaints that arise. THE FRONT OFFICE SUPERVISOR DUTIES AND RESPONSIBILITIES: 1. Ensure Outstanding customer care at all times. 2. Maintains a friendly, cheerful, and courteous demeanor at all times. 3. Courteously and accurately answers inquiries from potential guests and accepts hotel reservations. 5. Uses suggestive selling techniques to sell room nights, and increase occupancy and revenue. 6. Supervise daily shift process ensuring all team members adhere to standard operating procedures. 7. Train, direct the work of resolve issues/problems, and coach and counsel the front desk team members to ensure a quality operation. 8. Resolve customer issues, complaints, and problems in a quick, efficient manner to maintain a high level of customer satisfaction and quality service. 9. Adhere to company credit limit/floor limit policies. 10. Allocate rooms to expected arrivals after checking the guest’s preferences and special requests. 11. Build strong relationships and liaise with all other departments especially housekeeping, reservations, etc. 12. Operates the EPBX equipment, including, assisting incoming & outgoing calls, setting wake-up calls, enabling DND (Do Not Disturb), and paging for in-house guests. 13. Cross Check all billing instructions are correctly updated 14. Controls cash transactions at the front desk and maintains complete responsibility for personal bank as specified by hotel bank agreement policy. 15. Supervise the operations of the front desk to ensure an optimal level of service and hospitality is provided to the guests. 16. Performs other duties as assigned, requested, or deemed necessary by management. 17. Ensure the Front office log book and the hotel log book are always updated and actioned upon. 18. Ensures safety by following guest check-in and security procedures and reporting suspicious activity to security, manager, or MOD. 19. Participate in hotel committees and task force assignments. 20. Assist all departments in servicing the guests during high volume periods. 21. Takes responsibility in the absence of the Duty Manager / Front office manager 22. As a supervisor you will be a role model, sharing your expertise and continually inspiring the front office team.

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