Front Office Supervisor
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Key skills for this role
About the Role
Sofitel seeks a Front Office Supervisor to oversee daily front office operations in Dubai. The role includes managing guest check-in/out, handling complaints, supervising staff, and ensuring high service standards.
Key Skills for This Role
Responsibilities
- Oversee daily front office operations and support the team
- Assist Duty Managers with managing guest complaints
- Lead daily briefings with the front office team
- Monitor room status and discrepancies
- Handle guest check in/check out, inquiries, and key handling
- Promote Accor loyalty programs and upsell hotel facilities
- Ensure proper cashier closing and handover between shifts
- Maintain accurate guest history and pre register recurring guests
Requirements
- Experience in hotel front office operations
- Knowledge of property management systems (e.g., Fidelio)
- Excellent communication and interpersonal skills
- Ability to handle guest complaints professionally
Full Job Posting
Administration
- Be an ambassador of the Front Office and of the hotel.
- Keep the working area clean and well maintained.
- Oversee daily operations at the front office and support the team.
- Assist Duty Managers with managing guest complaints.
- Spot check daily check lists.
- Lead daily briefings with the front office team.
- Use appropriate materials, equipment and supplies.
- Use telephone etiquette as per Sofitel standards.
- Follow all CID and local government requirements.
- Check departure lists and ensure check out times are respected.
- Monitor room status and discrepancies.
- Use Fidelio management system properly.
Financial and Revenue Responsibilities
- Daily handle guest files and folios, ensuring immigration, financial and audit procedures are respected.
- Do proper cashier closer and ensure complete handover between shifts.
- Be aware of forged currency and travelers checks.
- Be aware of all hotel facilities operating timing and promote internal activities.
- Upsell Rooms, Food and Beverage outlets and other facilities.
Training and Human Resources
- Ensure employees are provided with a workplace free of discrimination, harassment and victimisation.
- Treat complaints of harassment and discrimination promptly and confidentially.
- Treat customers and colleagues from all cultural groups with respect and sensitivity.
- Identify and deal with issues which may cause cross cultural conflict or misunderstanding.
Guest Service Responsibilities
- Attend all guests approaching the front desk in check in/check out, inquiries, key handling.
- Offer a warm welcome to all guests and ensure they enjoy their stay.
- Personally greet and escort guests rather than pointing out directions.
- Respect privacy of guests and confidentiality of information.
- Manage any guest complaint professionally and record it.
- Call supervisor or manager for advice in serious cases.
- Share daily activity highlights with supervisor and manager.
- Be aware of and report all guest comments or complaints.
- Be aware of all VIPs visiting or staying in the hotel.
- Maintain accurate Guest History and pre register all recurring guests.
- Check arrival lists and block rooms according to guest requests.
- Ensure assigned and blocked rooms requiring special set ups are accurately displayed in PMS.
Miscellaneous
- Be flexible and extend job duties as assigned.
- Respond to any changes in the department as dictated by the needs of the hotel.
- Comply with every reasonable request from hierarchical supervisor(s).
- May be assigned to other duties in the hotel as required by business levels.
Health and Safety
- Ensure all potential and real Hazards are reported immediately and rectified.
- Be fully conversant with all departmental Fire, Emergency and Bomb procedures.
- Ensure all emergency procedures are rehearsed, implemented and enforced.
- Ensure safety of persons and property by applying Hotel Regulations and laws.
- Ensure all staff work in a safe manner.
- Use safe manual handling techniques and follow Accor Health, Safety and Environment policies.
Confidentiality
- Ensure confidentiality and secure storage of all intellectual property and databases.
- Adhere to Accor Internet and Email policy.
- Keep Hotel, Customer and Staff information confidential during or after employment.
To be fully conversant with
- Hotel fire procedures
- Hotel security procedures
- Hotel Health and Safety policy and procedures
- Hotel Facilities and attractions
- Hotel standards of operation and departmental procedures
- Sofitel Keys of Luxury and Appearance guidelines
- Sofitel 'BE Magnifique' vision and strategies
- Methods of accepted payment of the company
- Short and long term company marketing promotions
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