Job Description
The Front Desk Supervisor is responsible for ensuring that the day-to-day operation is smooth and that the Front Office team is up to standards to give the highest possible customer service. Making sure that all the team members are properly trained and well-groomed. Showing example to the colleagues by giving the best possible service and following the standards. The supervisor has to be trained in every field within the department in order to be able to assist in any difficulties or replace in case of emergency situations.
Essential Duties and Responsibilities.
- Following the direction given by the Front Office Manager and making sure that all the team members are on the same track.
- Making sure that customer satisfaction is at the highest possible level.
- Maintaining corporate relations and making sure that all the VIP guest are receiving suitable treatment according to their VIP status.
- Ensuring that the daily tasks are being delegated equally between the team members.
- Briefing the team members about the daily functions and happenings.
- Assisting the Front Office Manager in the day‐to‐day operations.
- Taking care of room assignments and making sure that all guests are receiving the proper room category according to their booking and their requests.
- Making sure that all staff members are receiving the necessary training.
- Ensure that the front of house and back of the house are kept clean, tidy, and organized.
- Ensuring the new recruits are being trained up to standard and keeping clear records of the training program in order to be able to report the progress to the Front Office Manager.
- Maintaining the actual procedures and assisting the Front Office Manager in creating necessary procedures.
- Finalizing any necessary reports requested by the Head of Department.
- The supervisor is requested to carry as Duty Manager in the absence of Front Office Manager.
- Acting as manager of duty for the hotel in the absence of the (Acting) Front Office Manager dealing with complaints, problem-solving, disturbances, special requests, and any other issues that may arise.
- Making sure that all the reviews received by our customers are being answered in an efficient way.
- Minimalizing the hotel revenue and making sure that all the staff members are doing their utmost to promote and upsell the hotel.
- Reporting any essential conflicts or situations created between any staff members.
