Front Office Supervisor RAFFLES

THE POSITION

The Front Office Supervisor is primarily responsible for supervising all the Receptionists while they are on shift, ensuring all tasks are completed on a daily basis and that the shift runs smoothly, being the main point of communication for Reception and all other operating departments, such as Butler, Housekeeping and Engineering.

GROOMING

Our appearance is a reflection of who we are, and our grooming should project a professional image at work; therefore, every member of our team must adhere to grooming standards at all times

EY ROLES AND RESPONSIBILITIESbr> Supervise Receptionists/Guest Service Agents, assisting them with issues that may arise and ensuring that all tasks are completed up to Raffles standards

Ensure staff have their breaks, according to the number of hours worked

Ensure that there is adequate staff coverage in the Lobby and at the Reception/Front Desk at all times

Ensure that the entire Front Office and the surrounding areas and including Lobby, Concierge and Reception/Front Desk is continuously clean and tidy

Be fully competent in all reception and cashier duties

Cover all shifts if required

Cover Rooms Coordinator shifts if required

Liaise with other Departments in regards to special guest requirements (i.e., Uniform/Guest Services, Florist, Housekeeping, In Room Dining)

Be present at the Reception/Front Desk whenever possible

Deal promptly and effectively with any complaints

Meet and greet VIP guests

Co-ordinate arrivals and departures, monitoring waiting times, always keeping guests informed and ensuring that they are as comfortable as possible

Conduct a handover at the end of each shift with relieving staff, informing them of any special requirements or problems

Liaise with Housekeeping as to which rooms do not need to be turned down if occupancy allows

Liaise with Concierge to ensure swift baggage dispatch and collection

Follow up on late cancellations and no shows and charge when appropriate

Inform the receptionist/cashiers of new memo s during the handover

Check the next day s arrivals correspondence, confirming car-, restaurant- and theatre-bookings. Ensure that all guest needs are dealt with satisfactory

Coordinate with Rooms Coordinator on all room allocations, ensuring effective communication of these with Receptionists/Guest Service Agents

Deal with room moves, and ensure seamless communication of these with the relevant departments

Check potential room revenue for any discrepancies and do necessary corrections

Monitoring the daily financial goals of the hotel and rooms division, the financial goals of the department, the LQA, TrustYou and Forbes targets on a daily basis

Balance the screen (room types) for next day

Maintain amicable and co-operative working relations with all other departments

To be responsible for identifying any training needs of Reception/Front Office staff and communicating these to the Front Office Training Manager

Ensure enough supplies of all stationary items are in storage

Attend any courses Management may deem beneficial

The Front Office Supervisor may be required to carry out other duties, directed by the Assistant Front Office Manager

QUALIFICATIONS Proficient in the English and Arabic (verbal & written)

Third language is an asset

Must be able to handle a multitude of tasks in an intense, ever-changing environment while remaining calm and collective

Must be flexible in terms of working hours

A hospitality diploma is an asset

Knowledge of Property Management System and Windows

Prior experience in customer service an asset

Proven ability to handle cash effectively and accurately

EXPERIENCE Minimum 1 year supervisory experience in luxury hotel