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Front Office Supervisor
Job summary
A luxury hotel in the United Arab Emirates is looking for a Reception Supervisor to oversee daily office operations and ensure exceptional service. The ideal candidate will possess experience in front office management and excellent guest service skills. Responsibilities include managing the reception team, handling guest complaints, and coordinating with departments to meet guest needs.
Qualifications
- Minimum of 1 to 2 years experience in a receptionist position at Front Office.
- Preferably in an international five star hotel.
- Operational knowledge of front desk operations.
Responsibilities
- Supervise the operations at the reception to ensure professional service.
- Plan and supervise day-to-day operations of the Reception section.
- Train new employees and motivate staff for excellent performance.
- Handle guest requests and complaints efficiently.
- Liaise with departments to ensure accurate guest information.
Skills
The incumbent in the position is responsible for supervising the operations at the reception to ensure that the highest professional services are given to all guests in accordance with the Kempinski Standards, ensuring smooth and efficient guest check-in and check-out processes.
- Plan and supervise the day to day operations of the Reception section which are related to the arrival and departure of guests, including the room sales, the room assignments of VIPs, Groups and Crews and room registrations.
- Coordinates and monitors the work of direct subordinates and verifies that all receptionists are well groomed in order to ensure clients’ satisfaction and adherence to service standards.
- Carry out training for new employees and on the job training. Motivates staff to bring about excellent performance.
- Handles guest requests and complaints in a polite and efficient manner, gives further instructions to the relevant staff if needed to ensure customer satisfaction and maintains a record of all complaints received from all guests. Follow up when necessary.
- Liaise and coordinate with various departments to ensure all information on guests are accurate such as rate, room type, billing, guest requests and oversee that guests’ specific requirements are addressed in an efficient manner.
- Keep abreast on hotel products and services as well as on tourist and business traveling information that may be of any interest to our guests.
- Supervise all cashier work of subordinates.
- Update all on loyalty programme.
- At the end of shift, do handover reporting guest complaints, unusual situations and incidents that need follow up, to ensure efficiency in the operation.
- Accomplish a set of administrative duties such as briefing, producing, reviewing and writing reports and other specific duties related to the job function.
- Additional responsibilities and tasks can be added at any time according to the needs of the business and of the hotel.
Skills
Minimum of 1 to 2 years experience in a receptionist position at Front Office, Preferably in an international five star hotel. Operational knowledge of front desk operations Knowledge of VIP welcoming protocol Should be result and quality driven. Solid Knowledge in Microsoft Office (Word, Excel and PowerPoint) Advanced knowledge of Opera
* The salary benchmark is based on the target salaries of market leaders in their relevant sectors. It is intended to serve as a guide to help Premium Members assess open positions and to help in salary negotiations. The salary benchmark is not provided directly by the company, which could be significantly higher or lower.