Front Office Supervisor – Hard Rock Hotel

Forrás: turizmus.com

 2022. február 10. 14:09

POSITION SUMMARY

The Front Office Supervisor is responsible for overseeing the daily operation of the front desk, lobby, and entrance.  Additionally, the Supervisor provides support and guidance to the Front Office team.

PRIMARY RESPONSIBILITIES

  • Supervise department operations.  Maintain regular presence throughout the department.
  • Supervise employees to ensure assigned duties are completed to standard and a positive guest experience is delivered
  • Monitor and evaluate staff performance and deliver recognition and rewards.
  • Ensure control of all keys required to operate the department.
  • Help create and modify the weekly work schedule, as needed.
  • Ensure the proper handling, maintenance, storage, and security of all department equipment.
  • Supervise and participate in periodic department inventories.
  • Inspect and maintain front desk, lobby, and office.
  • Provide service for VIP's including pre-registration, inspecting rooms and amenities, and check-in.
  • Balance room and bed types.
  • Pre-register arriving groups.
  • Block rooms for amenities and verify delivery.
  • Review no-show reservations.
  • Review out of order rooms.
  • Resolve discrepancies and due outs.
  • Process express checkouts.
  • Walk guests in oversold situations.
  • Conduct hotel inspection tours.
  • Monitor entrance and bell staff.
  • Supervise registration, including spot checking procedures, assisting during busy periods, and anticipating critical situations.
  • Resolve disputed guest charges.
  • File daily reports.
  • Handle undesireable visitors.
  • Register property guests with an emphasis on fulfilling requests, following special handling instructions, and adhering to established credit policies and procedures.
  • Select and block rooms for arriving guests; pre-register individuals or groups, as required; and assist in escorting VIPs and return guests to their rooms, as requested.
  • Ensure all guest information is accurate and maintained in an organized manner.
  • Utilize the property management system to run daily reports and block any special requests.
  • Check guests out of the property in accordance with procedures.
  • Make change, cash checks, exchange foreign currency, and post charges/make adjustments to guest accounts.
  • Accept reservations, changes, and cancellations in the absence of reservations staff.
  • Promote room upgrades (upsell) and monitor and control product to meet goals.
  • Reconcile transactions at the end of each shift, cash out, and maintain a balanced bank.
  • Assist individuals and groups with check-in, checkout, and room changes.
  • Maintain positive and professional communication with all staff.
  • Provide recognition to others, including co-workers, supervisors, managers, and directors.
  • Participate in meetings to learn about global programs, new products and procedures, and to discuss areas of opportunities, special events, and other activities.
  • Ensure a healthy and safe work environment for co-workers and guests.
  • Be knowledgeable of property facilities, services, hours of operation, in-house events, conferences, and amenities to proactively assist guests.
  • Promote property outlets to guests.
  • Assist guests in finding locations within the property by escorting, when possible, or giving clear directions.
  • Resolve guest complaints using property procedures.
  • Create a positive environment in which all employees have the ability to maximize their potential.
  • Listen to comments, criticisms, and feedback from guests, employees, and managers to gain an understanding of strength and opportunity to improve personal/property performance.
  • Work as a team, helping all employees to complete the required activities that ensure we deliver Amplified Service.

 

REQUIREMENTS

EXPERIENCE, EDUCATION, AND CERTIFICATION

  • 3+ years’ experience in front office.
  • 2+ years of post-secondary education or an equivalent combination of education and experience that provides knowledge, skills, and ability sufficient to successfully perform the duties of the position.

 

SKILLS

  • High energy with effective and influential people skills. Positive attitude and the desire to motivate others.
  • Ability to prioritize and work on several projects simultaneously should pose a challenge without being overwhelming.
  • Ability to comprehend and use technical or professional language, either written or spoken, to communicate complex ideas.
  • Ability to effectively present information in one-on-one and small group situations to customers, clients, and employees of the organization.
  • Strong command of software applications, especially Microsoft Office (Word, Excel, PowerPoint) and hotel-specific platforms (MICROS Opera, Sabre/SYNXIS, Delphi, SUN, etc.).
  • Ability to effectively deal with internal and external customers and staff, some of whom will require high levels of patience, tact, and diplomacy.
  • Fluency in English: additional languages preferred.

 

WHAT WE OFFER
  • Competitive salary
  • Positive, young dynamic team
  • Unique working environment in a brand new hotel
  • Global Hard Rock discounts to café, hotel and casino

 

If you are interested in the position, please apply with your CV.