Front of House Supervisor

Duties and Responsibilities of the Role:

• To work with the Front Office Manager/Rooms Division Manager to ensure the smooth running of the Front of House area and assist in other departments within the hotel.

• To have an extensive working knowledge of the hotel Property Management System Opera.

• To have up to date information on daily guest check in and check out, daily events, groups

• To ensure guest expectations are met.

• To have a good working knowledge of back office financial procedures – PM accounts, No Shows, Cancellations, Sales Ledgers.

• To have a good working knowledge of how to deal with groups – check list, taking of breakfast/dinner/bag pull times, checking group bills.Georgian Elegance - Modern Luxury - A Warm Welcome

• To work closely with the Accommodation/Rooms Revenue Manager to ensure a consistency of communication is maintained.

• To ensure all standard operational procedures are followed by all staff on duty.

• To be familiar with the preparation of all Front Office & Back Office reports.

• Shifts 7am – 3pm, 3pm – 11pm, 11pm – 7am or others as dictated by the business levels.

• Other Duties: to carry out any other reasonable duties as requested by the management team, such as covering duty manager night shifts.

• Monitor & work alongside the reception colleagues to ensure maximum guest satisfaction through personal recognition and prompt cordial attention from arrival through departure. Recognition-appreciation received from guest through social media.

• Work closely within the department and other interacting department consistently so that our guest receives all benefits & are acknowledged on arrival as per their levels.

• Repeat guests and other VIP’s receive special recognition and services are met. Welcome/Greet all guests, follow Department Standards and Escort guests personally on arrival/ bidding farewell on departure. Attention to detail on special requests by having updated database on guest profile either captured through glitches, preferences.

• Handle guest complaints and refer them as necessary to FOM for guidance, follows up on corrective/preventive action with the help of Night Managers or FOM Compile, analyse existing procedures and perform process renovation to have benefit operation. (Project on re-writing all SOP’s). Review arrival lists for all arrivals and VIPs to check/perform room allocations, ensure amenities are delivered to rooms, and special requests

• Appraise appearance, discipline, and efficiency of all staff under direct supervision and initiate immediate remedial action if necessary. Support to organize and conduct regular meeting for all Reception team to facilitate communications and smooth operations.

• Assist FOM prepare efficient work schedule for Reception Team, arranging holidays and vacation, taking into consideration projected occupancy and forecasts and any large group movements, especially those with early or late arrivals or departures Conduct courtesy calls, driving guest experience through service quality and continuous improvement.

• Ensuring implementation and compliance of the Company’s Fire, Life and Safety requirements. Assists in creating & maintaining a comprehensive, current, and guest focused set of departmental standards and procedures and oversees their implementation.

• Ensures training needs analysis of Reception Team is carried out and trainings are conduction (at least 2 hours per month) -work together with FOM Provides input for probation and formal performance appraisal discussions in line with company guidelines,

• Coaches, counsels, and disciplines staff, providing constructive feedback to enhance performance and regularly communicates with team and maintains good relations Holds self and others accountable for achieving results. Delivers by meeting tough deadlines and uses specific performance measures to track progress and improve future performanceGeorgian Elegance - Modern Luxury - A Warm Welcome

• Key Competencies • Key Tasks

• Quality of Work • Sets high performance standards by prioritizing task and methodical follow through.

• Meet deadlines for every task

• Strive for constant improvements and takes responsibility for achieving business results and persevere despite obstacles

• Problem Solving and Decision Making

• Diagnose problems and thoroughly analyse information to guide decision making

• Evaluate and assimilate critical information when reaching conclusions and make logical, competent decisions

• Customer Focus • Build and maintain positive relationships with all internal customers and guests in order to exceed their needs.

• Take action to address these needs in order to exceed their expectations

• Create a positive hotel image in every interaction with internal and external customers

• Adhere to hotel and department standards

• Maintain a high level of product and service knowledge in order to explain and sell services and facilities to guests

• Assist guests and escort them to locations within the hotel at their request (roaming check in guest, or other areas). Maintain knowledge of events in the hotel in order to recognize and respond to guests needs

• Maintain current Hotel information to be able to provide information to guests

•Teamwork

• Demonstrate co-operation and trust with colleagues, supervisors, teams and across departments to deliver positive results

• Actively participate in wider hotel meetings

• Interact with department and hotel staff in a professional and positive manner to foster good rapport, promote team spirit and ensure effective two-way communication

• Open to Ideas, good listener and respects team members and promotes positive and pro-active attitude.

Attention to detail

• Be comfortable and effective in an environment of

change that will improve guest journey,

• Be receptive to new ideas and respond to workplace

changes in a flexible and optimistic manner

• Always have a eye for details & hotel entrance, lobby,

reception, atrium are in shapeGeorgian Elegance - Modern Luxury - A Warm Welcome

Requirements for the role:

• Associates degree in hospitality management and/or similar work experiences or certified accreditation

and minimum 1 year experience in supervisory Level in 4* property with 100+ inventory.

• Perform duties of Night Manager reliever Duties to cover vacation / off days as per business requirement.

• Support the night porters on performing C&B duties - candidate should be able to handle setup of

dance floor, ballroom layout etc, handle all complains that arise at the hotel.

• Ability to diagnose problems and thoroughly analyse information to guide decision making.

• organize and conduct regular meeting for all Reception team to facilitate communications, train team

members and set department SOP’s and its compliance.

• Opera Computer skills advantage.

• Proficiency in speaking and writing Business English.

• Additional language -bilingual