Front Office Supervisor

The individual will create professional relationships with guests. The individual will assist our guests efficiently, courteously and professionally in all Front Office related functions, maintaining Al Habtoor Polo Resort's high standard of service at all times.

Responsibilities

• Check House Count to establish selling strategy for shift, monitoring it regularly during shift and responding to any changes.
• Ensure Daily Log and all forms of communication are used to full capacity and relevant information is handed over to the next shift.
• Demonstrate and promote Quality Awareness amongst Front Office team.
• Ensure Contingency Reports are regularly printed and filed accordingly.
• Be fully aware of Credit Policy and supervise compliance, keeping manager and all outlets informed of any possible credit risks.
• Have thorough knowledge of Cashing up procedure.
• Supervise accurate and thorough Bucket Checks.
• Encourage all associates to keep working areas clean and tidy.
• Have a thorough knowledge of OPERA.
• Be familiar with all S.O.P.s and L.S.O.P.s relating to the Front Office Operations.
• Participate in the training and development of Front Office Associates.
• Be aware of remedial steps to be taken to rectify Housekeeping discrepancies.
• Support and practice Empowerment within the Front Office.
• Be able to identify and resolve Guests problems and complaints.
• Have a thorough knowledge of all Emergency Procedures.
• Be security conscious at all times and inform Manager on Duty of anything suspicious.
• Take Manager on Duty shifts.
• Supervise Guest registration and room assignments while accommodating special requests whenever possible, obtaining all relevant registration details required by law and to be entered in hotel internet project which is linked with Dubai Police.
• To ensure that the Police CID Reporting System is updated hourly each day with proper process in place for 100% compliance and capturing of all guest records. This includes arrivals, departures, room moves & the number of guests per room.
• To ensure that DTCM reports are daily submitted as required by no later than 12pm each day. 100% compliance with this timeline is required.
• Assuring that all Front Office receptionists are continually updated of hotel rates, packages and discounts to appropriately handle guest inquiries.
• Actively participate in the Quality improvement process and encourages other associates to contribute.
• Be fully aware of Hotel credit policy and procedures and ensure that it is adhered to at all times.
• Have a thorough knowledge of Transit Visa procedure and ensure implementation.
• Be familiar with Hotel services and operation’s hours.
• Supervising compliance of FO Receptionists in Cash handling procedures to maintain an accurate float.
• Have a thorough knowledge of all Emergency Procedures.
• Be security conscious at all times and inform Manager on Duty of anything suspicious.
• Perform any reasonable task as requested by the Management.
• Report to work on time with proper uniform, including name tag. Personal appearance must comply with the standard of the hotel.
• Assist in maintenance of bulletin board, or other visual representation, to note any outstanding issues, supply shortages, etc.
• Develop knowledge about frequent guests and their special requests and needs.
• Utilizing all available resources, follow up on previous shift requests and pending issues.
• Each associate is expected to carry out, within their capabilities, all reasonable requests by management.
• Be flexible according to the business need.
• Have an excellent approach to customer service.
• Have strong organizational skills; always practice “Clean as you go.”
• Report any unusual occurrences to the Front Office Manager and Duty Manager.
• At all times strive to represent Marriott in the most professional, courteous manner.
• Be able to perform any additional scope of duties if requested by the Management.
• Ideally will have experience in a similar position.
• Strong Communication skills (verbal, listening, writing).