Front Desk Supervisor

GENERAL MISSION
- Reporting directly to the Front Office Manager or Duty Manager, the Front Desk Supervisor is directly responsible for the day to day operations of the Front Desk whilst on duty. On a broader scale of Front Desk Supervisor is to ensure that all of the hotel- s guests are greeted, assisted with a level of service and welcome in a genuine warm way at all times.

RESPONSIBITIES AND MEANS
- The Front Desk Supervisor is responsible and accountable for all operations in relation to the Front Desk whilst on duty. All duties and tasks performed are to be procedurally correct, timely and consistently high quality.

ADMINISTRATION
- To be concerned with staff discipline and staff performance to develop skills.
- To ensure that all guests are provided with concise information concerning the services and facilities provided by the hotel.

TECHNICAL RESPONSIBILITIES
- The Front Desk Supervisor will print Arrival report and Departure report. And ensure the proper room blocks upon arrival time and special requests, and do the accurate follow up.
- To ensure a quick briefing to team about the activity of the shift, special request and will give instructions.
- The Front Office logbook will be updated as often as required during the shift, and will ensure that all Front Desk Officer are fully aware of its content.
- At the end of the shift, a clear and detailed handover will be done to Front Desk Supervisor of the next shift.
- The Front Office Supervisor will be called right away if a Front Desk Officer is facing a difficulty, and will contact the Duty Manager or Front Office Manager if he/she cannot fix it by his/her own.
- To ensure that the Front Desk Operation circuits are respected by the team and that the work is done properly and with organization.

- To ensure that each Front Desk Officer keeps a full control of the station and ensure that all the accessories and documents required for the operations are in place in each station.
- Every new shift, to control that a proper handover is made by each Front Desk Officer, that no documents or work is pending, and that each station is completely clear to welcome the next shift.
- To ensure that all cash floats are correct after the handover, and that each is recorded in the accurate logbook.
- To control the grooming of each Front Desk Officer to ensure that they reach the hotel standards and that all Front Desk Officer always keep a positive and dynamic attitude.
- To ensure that each guest is welcomed with Wai, smile and warm attitude.
- The Front Desk Supervisor will be attentive to respect the privacy/confidentiality of the information, or guest names available, will ensure not to transmit any guest name, or guest history information.
- To check one by one all Registration Cards and correspondence of all guest checked in during shift. These controls will be oriented on Immigration, audit and guest history issues. Each control will be acknowledged by a signature on the registration card.
- At the end of shift, the Front Desk Supervisor will control one by one the cashier reports of each Front Desk Officer on duty during the shift. These controls will be oriented on the accuracy of the credit card settlements and city ledger settlements; will release the Front Desk Officer only once the closure is correctly completed. And then print receipt from the credit card machine.
- To ensure the proper work of the operations, will make some controls about the due out evolution and do the accurate follow up, and ensure that the number of arrivals expected in Opera are matching with the registration cards and correspondence.
- To ensure that have enough stock for the operations and will do on a weekly basis the store requisition.
- The Front Desk Supervisor has to know duty and responsibility in the eventuality of fire and to ensure that the team is ready as well.

COMMERCIAL RESPONSIBILITIES
- To maintain a reputation of the Hotel in relating to guests or visitors.
- Responsible for providing services and handle guest requests with efficient and courteous manner at all times.

HYGIENE/PERSONAL SAFETY/ENVIRONMENT
- Ensures that the workplace remains clean and tidy.
- Applies the hotel's security regulations (in case of fire, night patrols, closure of the accesses, etc.)
- Respects the hotel's commitments to the "Environment Charter" (saving energy, recycling, sorting waste etc.)



HUMAN RESOURCE RESPONSIBILITIES
- To have a good working relationship with colleagues.
- To supporting and helping to all subordinates.

RELATIONS
- Report directly to the Front Office Manager or Duty Manager.

REPLACEMENT AND TEMPORARY MISSION
- To flexible and willing to help as assigned.
- To be ready and responsible to perform on duty.