Job Description

Scope of Position

• The Front Office Supervisor is directly responsible for the day-to-day operations of the Front Desk while on duty. Leading the team to ensure that the Reception operations run smoothly at all times and supporting Receptionists in their day-to-day tasks. On a broader scale, the Front Office Supervisor is to ensure that all of the hotel’s guests are greeted, assisted with an excellent level of service, and welcomed with a warm and friendly approach at all times.

Specific Responsibilities:

• Apply thorough working knowledge of the front office operations including the front desk, porters desk, reception/cashiering procedures, PABX functions and reservations.
• Develop a strong understanding of the functions of each department of the hotel, physical layouts of the hotel facilities, the key personnel and their roles, daily functions and special events, and conventions and groups currently in the house and due to arrive.
• Assist in conducting training for all Front Office employees.
• Direct daily front office operations.
• Greet and escort Very Important Guests (VIP’s) and attend to their special needs as appropriate.
• Attend to credit problems.
• Ensure efficient and courteous porter service.
• Supervise front cashiers and help out with accounting problems.
• Patrol and inspect public areas during evenings to make sure everything is in order.
• Control hotel duty keys and floats whilst on duty.
• Supervise and support of the Front Office team.
• Assist with preparation of rosters, ensuring that suitable and cost effective employee levels are maintained at all times.  Rosters to be authorised by appropriate department head.
• Ensure department policies and procedures are understood by all employees and observed in tasks performed.
• Ensure effective communication of new and updated information regarding policies, rates and general hotel information.
• Ensure strict procedures are followed for all cash/credit, cheque transactions, accounting and banking procedures, issue of keys and guest confidentiality.
• Implement training programs for all employees, conduct induction and skills training.
• Perform any other duties as directed by the Front Office Management.

Qualifications

• Bachelor’s degree or Diploma in Hospitality Management.
• A minimum of 2 years experience in the Hospitality industry.