Front Office Supervisor

Doha (QA)
08 Oct 2016
05 Nov 2016
Job Type
Front Office
Job Level
  • Assists the Assistant FOM in monitoring the Front Desk quality service and ensuring the conformity to the company operating standards, procedures and local regulations in order to achieve customer satisfaction and to preserve the property’s quality standards.
  • Assists the Assistant FOM to ensure a smooth operation at the front desk and fulfils all tasks and duties of the front desk as per the BCSD policies and procedures and handles day to day functions such as arrivals and departures and information requests.
  • Maintains a high performance standard among front desk staff so they are knowledgeable, friendly and courteous when dealing with the guest. Maintains an up to date knowledge of the hotel product and local services and supplies information and responds to guest queries.
  • Monitors Front Desk personnel to ensure guests receive prompt, warm attention and personal recognition.
  • Receives guests in a professional and friendly manner, satisfying guest expectations from arrival through to departure. Greets guests on their arrival ensuring they feel expected and welcomed.
  • Monitors front desk staff to ensure those known repeated guests and other VIP’s receive special attention and recognition. Escorting VIP’s to their rooms when necessary.
  • Handles effectively all guest complaints, co-ordinates proper actions with other departments and informs the supervisor and follows up.
  • Ensures high level of appearance and grooming by personnel.
  • Ensures that the guest receives the accommodation he/she is expecting.
  • Maintains effective communication and good working relationship with all related departments to ensure smooth service delivery.
  • Maintains awareness of guest profiles through the Fidelio guest profile system.
  • Using Fidelio Front Office system (or any other system in use), processes accounts from check-in through to check-out, ensuring posting of food and beverage and ancillary charges.
  • Receives payment by cash, check, credit card or account, adhering to company Credit Policy and provides Currency Exchange service.
  • Balances accounts of day’s business at end of shift.
  • Records all instances of refused business, with reasons for refusal.
  • Checks all cashiers City Ledger bills at the end of shift to ensure that the billing and attachments are correct.
  • Checks all shift reports with particular reference to Credit Check Report, Routing Instructions Report, Rate Discrepancy Report and Housekeeping Discrepancy Report.
  • Maintains an up to date back – up report during the shift.
  • Conducts pre-shifts team brief and end of shift handover.
  • Has a thorough knowledge of daily, monthly and yearly targets.
  • Maintains department notice board and ensures that all employees are aware of new issues.
  • Supervises day to day functions ensuring standards are adhered to.
  • Ensures new employee, retraining and corrective training is carried out.
  • Responsible for the maintenance and re-organization of standards manual for the Reception.
  • Ensures that the Front Office Manager is informed of all developments on the Front Desk.
  • Maintains the Reception log book, filing system and stock/stationary.
  • Ensures that all tasks of the Front Desk  are implemented by the staff according to the policies & procedures of the hotel.
  • Daily checks billing instructions and guest credit for accuracy and compliance with hotel credit policy.
  • Ensures that operational equipment, computers, other administrative and operating supplies, assets are maintained in excellent condition.
  • Ensures that the shift is effectively manned and motivated to consistently deliver high levels of guest service.
  • Maintains appropriate standards of conduct, dress, hygiene, uniform appearance and posture of shift employees.
  • Ensures all staff of the shift is thoroughly familiar with the Hotel’s emergency procedures.
  • Assists all subordinates in the accomplishment of their job description.
  • Co-operates in the performance of any reasonable task requested by the management.
  • Adheres to all hotel policies and procedures. Acts as Front Office Supervisor when absent.
  • Prepares store requisitions on timely basis.
  • Knows and uses the company marketing programs and ensure that all staff are fluent in the use of these programs.
  • Knows the operational use and available facilities of the PMS.
  • Ensures that Front Desk employees promote inter-hotel sales and in-house facilities.