Senior Front Office Supervisor

Assist in management of daily Front Office operations and work with customers and Guests as part of duties and responsibilities used to demonstrate capabilities required at La Maison 20 Degres Sud. Responsible for managing the first impressions of our Guests.KEY RESPONSIBILITIES & MISSIONS· Promote the image of the Hotel.· Maintain a personal attitude of a high standard and quality, which produce efficiency and productivity of the department.· Maintain discipline and good work ethics within the front office department.· Promote learning and development of team members in the department.· Always ensure outstanding customer care.· Maintains a friendly, cheerful and courteous demeanor at all times.· Courteously and accurately answers inquiries from potential guests.· Responds to telephone and in-person inquiries regarding reservations, hotel information and guest concerns.· Uses suggestive selling techniques to sell room nights, increase occupancy and revenue.· Supervise daily shift process, ensuring all team members adhere to standard operating procedures.· Ensure proper team members’ rostering as per the in-house regulations.· Train, direct the work of, resolve issues/problems and coach and counsel the front desk team members to ensure a quality operation.· Resolve customer issues, complaints, problems in a quick, efficient manner to maintain a high level of customer satisfaction and quality service.· Allocate rooms to expected arrivals after checking the guests’ preferences and special requests.· Build strong relationships and liaise with all other department's especially housekeeping, reservations etc.· Assisting incoming & outgoing calls, setting wake-up calls, enabling DND (Do Not Disturb) and paging for in-house guests.· Cross Check all billing instructions are correctly updated.· Ensure safety by following guest check in and security procedures and reporting suspicious activity to · Participate in hotel committees and task force assignments.· Assist all departments in servicing the guests during high volume periods.· Takes responsibility in the absence of the head of section.· As a Senior Front Office Supervisor you will be a role model, sharing your expertise and continually inspiring the front office team.· Conduct any cognate duties assigned. MAIN SCOPE OF JOB· Primarily supervises front office team members to ensure efficient and smooth operations for producing excellent feedback and guest satisfaction. Responds in a professional and courteous manner to guests by providing accurate and timely information and services.· You will also ensure hotel charges are processed diligently to guest's accounts, invoices are accurate, billing instructions are verified, all necessary supporting bills and vouchers are attached for direct settlements.· Supervise the smooth running of the front office operations.PERSONNEL AND STAFF· Attend Training (OJT, external, in-house). · Proper grooming and uniforms.· Ensure full cooperation with other members of the team.· Ensure that newcomers are well integrated through the buddy system.· Project a pleasant and positive professional image always.· Punctual attendance to each shift.SOCIAL· Participate in social and environmental projects· Participate in staff welfare and CSR activitiesCOMMUNICATION· Communicate clearly and in a professional manner with guest (external and internal)· Attend morning meeting briefing · Attend weekly Front Office meeting· Attend Front Office Special Events meeting· Attend Front Office departmental meeting