REQ12495 Supervisor, Front Operations (Open)

POSITION SUMMARY:

The Supervisor, Front Operations is responsible for supervising the daily operations of the Front Desk. The Supervisor, Front Operations ensures maximum guest satisfaction and maintains professional standards of service, ensuring check-in, check-out, cashiering in accordance with departmental set service standards.

PRIMARY RESPONSIBILITIES:

Performs and supervises the check-in and check-out processes utilizing established systems and procedures including appropriately allocating rooms to guests, confirming and executing account payment in an efficient and effective mannerExhibits a thorough understanding and working knowledge of company’s system, Excel, and Word and ability to input and access data in the computerRemains fully conversant with all products, services and facilities offered by City of Dreams Mediterranean, including gaming, food & beverage and entertainment to ensure guests receive accurate, timely information and adviceEnsures all log books are accurately updatedExhibits exceptional, courteous, professional, and efficient customer service at all times to both guests and employees when communicating instruction, information or advice ensuring the information is received in a timely manner and is being understoodContributes to the maximization of revenue within City of Dreams Mediterranean by “upselling” rooms and other products and services where appropriate to guestsUnderstands rate structure and promotional rates availablePrepares, administers and compiles reports as required in an accurate and timely manner, including the preparation of required details for the VIP Services DepartmentEnsures the effective resolution of any issues raised by a guest either in person or by referring the issue to a Senior Manager to ensure on-going relation and rapport are not compromised with the guestAssists with the preparation of rosters and the confirmation of employee timesheets in an accurate and timely manner in line with the company deadlinesAdheres to and exhibits pro-active leadership in accordance with all established policies and procedures within City of DreamsIdentifies training needs and brings them to the attention of the Assistant Front Office Manager or Front Office ManagerMaintains consistent and effective communication to all departmental supervisors, managers and staffRemains flexible and adaptable to rotate with different departments of the Front OfficeAttends scheduled employee training and periodic reviews on generic hotel training and departmental specific responsibilitiesReports accidents, injuries and unsafe work conditions to supervisorsIdentifies and implements best practices both in the Front Office as well as throughout the HotelMonitors operating supplies and reduce costsEnsures work area is always clean and neat including the proper maintenance of all equipment needed to perform daily tasksMaintains the highest standard of professionalism, ethics, and attitude toward guests and colleaguesPerforms other reasonable job duties as assigned by supervisors from time to time

KEY PERFORMANCE INDICATORS:

Good management of complaints and incidentsPositive customer FeedbackContinuous progress of Technical SkillsStaff Retention and Development

QUALIFICATIONS:

Education

College degree or equivalent professional training

Experience

Minimum 3 years previous experience as a Receptionist in the hotel industry1 years of supervisory role at Front Office operations in the Hotel industry is preferred

Skills / Competencies

Fluent in both written and spoken EnglishComputer literate with PMS, Word, PowerPoint, ExcelStrong problem solving, critical thinking, leadership and coaching skillsStrong negotiation and conflict resolution skillsExcellent interpersonal and customer service skills

PERSONAL COMPETENCIES:

Achieves agreed objectives and accepts accountability for resultDisplays a high commitment to delivering resultLeads others to achieve business objectivesCommunicates effectivelyDisplays the highest level of integrityAbility to maintain discretionSelf-motivatedApproachable