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Front Desk Supervisor

United Arab Emirates - Abu Dhabi

Full job details

Recruiter
Rosewood Abu Dhabi
Posted
01/12/2016
Ref
10744
Location
United Arab Emirates - Abu Dhabi
Job Type
Front Office, Front Office Manager
Sector
Hotel
Job Level
Non-Management
 

Job Description

 

 

OVERVIEW/BASIC FUNCTION:

Responsible for the management of all aspects of the Front Desk functions, in accordance with hotel standards. Directs implements and maintains a service and management philosophy which serves as a guide to respective staff.

 

RESPONSIBILITIES:

 

  • Maintain complete knowledge of and comply with all departmental policies, service procedures and standards.

 

  • Ensure that standards are maintained at a superior level on a daily basis.

 

  • Maintain complete knowledge of correct maintenance and use of equipment.  Use equipment only as intended.

 

  • Anticipate guests’ needs, respond promptly and acknowledge all guests, however busy and whatever time of day.

 

  • Maintain positive guest relations at all times.

 

  • Resolve guest complaints, ensuring guest satisfaction.

 

  • Monitor and maintain cleanliness, sanitation and organization of assigned work areas.

 

  • Maintain complete knowledge at all times of:
  • All hotel features/services, hours of operation.
  • All room types, numbers, layout, decor, appointments and location.
  • All room rates, special packages and promotions.
  • Daily house counts and expected arrivals/departures.
  • Room availability status for any given day.
  • Scheduled in-house group activities, locations and times.
  • All hotel and departmental policies and procedures.
  •  

    • Access all functions of the computer system.

     

    • Establish par levels for supplies and equipment.  Complete requisitions to replenish shortages or additional items needed for the anticipated business.

     

    • Ensure that current information on rates, packages and promotions is available at the Front Desk and that all staff are knowledgeable on such.

     

    • Review the daily business levels, anticipate critical situations and plan effective solutions to best expedite these situations.

     

    • Monitor revenues derived from telephone, garage and sundries. Track actual against budget.

     

    • Monitor expenses (telephone, cost of sales, supplies, T/A commissions and labor).  Track actual against budget.

     

    • Prepare and adjust weekly work schedules in accordance with staffing guidelines and labor forecasts.

     

    • Ensure that staff report to work as scheduled.  Document any late or absent employees.

     

    • Coordinate breaks for staff.

     

    • Assign work duties to staff.

     

    • Conduct pre-shift meeting with staff and review all information pertinent to the day's business.

     

    • Inspect grooming and attire of staff; rectify any deficiencies.

     

    • Inspect, plan and ensure that all materials and equipment are in complete readiness for service; rectify deficiencies with respective personnel.

     

    • Constantly monitor staff performance in all phases of service and job functions; rectify any deficiencies with respective personnel to include Front Desk staff, Bell/Door staff, PBX staff, Reservations staff and Concierge staff.

     

    • Monitor the hotel front entrance and resolve any congested situations.

     

    • Monitor the check-in/check-out process; anticipate critical situations and assist wherever necessary to help alleviate the pressure and to process the guest expediently.

     

    • Monitor communication logs and ensure that guest requests are addressed.

     

    • Monitor safe deposit box procedures; audit accuracy of cards with proper signatures and ensure availability of keys.

     

    • Monitor guest mail and ensure that it is processed according to procedures.

     

    • Monitor and ensure that express checkouts are processed through the system.

     

    • Monitor the staffs' interaction with guests, ensuring prompt and courteous service; resolve discrepancies with respective personnel.

     

    • Assist staff with their job functions to ensure optimum service to guests.

     

    • Observe guest reactions and confer frequently with staff to ensure guest satisfaction.

     

    • Assist guests with reports of lost/stolen articles, following hotel policy.

     

    • Adhere to hotel requirements for guest/employee accidents or injuries and in emergency situations.

     

    • Contact newly registered guests after check-in to establish guest satisfaction; resolve any dissatisfaction immediately.  
    • Document each call according to procedures.

     

    • Ensure security of guestroom access.

     

    • Monitor and ensure that all cashiering procedures comply with Accounting policies and standards:
  • Contracted banks
  • Shortages/overages
  • Late charges
  • Petty cash/paid outs
  • Adjustments
  • Posting charges
  • Making change for guests
  • Cashing personal/travelers checks
  • Payment methods/processing
  • Settling accounts
  • Closing reports
  • Cashier reports
  • Balancing receipts
  • Dropping receipts
  • Securing banks
  •  

    • Review previous night's no-shows, verify and ensure billing of such.

     

    • Assist Accounting in researching all disputed charges and contact guests where required to explain disputes regarding Front Desk procedures.

     

    • Assist staff with expediting problem payments.

     

    • Anticipate sold-out situations and know how many rooms are overbooked.  Handle overbooked or “walked” guests.

     

    • Audit surrounding area hotels daily for status of rooms, rates, discount rates and packages.  Maintain current list of available locations for walk situations.

     

    • Anticipate low occupancy periods and coordinate blocking of rooms with Executive Housekeeper to maximize labor costs, deep cleaning and maintenance of rooms.

     

    • Review the arrival report for accuracy and completeness.  Check printed registration cards against information on arrival report; rectify any deficiencies with respective personnel.

     

    • Ensure that all VIPs are pre-registered according to standards.  Monitor VIP arrivals; greet and escort them to their room.

     

    • Work closely with Housekeeping management to ensure accurate status of each room, readiness of rooms for check-in and to report guest concerns.

     

    • Print special request report and block according to specifications.

     

    • Balance room types daily.

     

    • Print credit check report and review status of each account.  Follow up on accounts beyond approved credit limits.

     

    • Review resumes for arriving groups; organize and coordinate master accounts and check-in/ pre-registration procedures.

     

    • Print and review masters for departed groups; check accuracy and distribute to Accounting.  Review flag reports and follow up accordingly.

     

    • Coordinate delivery time of amenities with Room Service, ensuring timely delivery.

     

    • Review requests for late checkouts and approve according to occupancy. Communicate this information to Housekeeping.

     

    • Review limousine request forms and chart information on booking calendar.  Ensure that all pick-ups have room reservations and that all departures are still in-house; reconfirm departure times with in-house guests.

     

    • Review all out-of-order rooms daily with respective departments to determine most current status and estimated date for return to room inventory.

     

    • Print report on discrepant rooms, research discrepancies and enter current status accordingly.

     

    • Complete an inspection of all guestroom floors, public areas and restrooms daily and rectify deficiencies with respective departments.

     

    • Complete bucket check nightly.

     

    • Ensure that designated hotel entrances are locked at specified times.

     

    • Maintain awareness of undesirable persons on hotel premises and escort off property. Contact Security where necessary.

     

    • Ensure all closing duties for staff are completed before staff sign out.

     

    • Provide feedback to staff on their performance. Handle disciplinary problems and counsel employees.

     

    • Foster and promote a cooperative working climate, maximizing productivity and employee morale.

     

    • Prepare and submit daily/weekly payroll records.

     

    • Complete work orders for maintenance repairs and submit to Engineering.  Contact Engineering directly for urgent repairs.

     

    • Document pertinent information in department logbook.

     

    • Complete all paperwork and closing duties.

     

    • Review status of assignments and any follow-up action with on-coming Supervisor.

     

    • All other duties as required.

     

     

    QUALIFICATIONS:

     

    Experience:                               Minimum two years’ experience as a Front Desk Agent for a luxury or ultra-luxury

    property

     

    Education:                                High school diploma.

     

    General Skills:                            Must be able to perform job functions with attention to detail, speed and accuracy;

    prioritize, organize and follow-up; be a clear thinker, remaining calm and resolving problems using good judgment; follow directions thoroughly; understand a guest’s service needs; work cohesively with co-workers as part of a team; work with minimal supervision; maintain confidentiality of guest information and pertinent hotel data.

     

    Technical Skills:                         Familiarity with yield management and cost controls; ability to suggestively sell

    available rooms; ability to input and access information into system; ability to remain calm and courteous with demanding/difficult guests; ability to perform job functions to standards under pressure; ability to ensure security and confidentiality of guests; ability to work without directs supervision.

     

    Language:                                 Required to speak, read and write English, with fluency in other languages preferred.

     

    Physical Requirements:               Must be able to exert physical effort in transporting _____ pounds, endure various

    physical movements throughout the work areas, reach up and down, remain stationary at times throughout work periods, and satisfactorily communicate with guests and co-workers to their understanding.

     

    Licenses & Certifications:           None required.