Front Office Supervisor
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Key skills for this role
About the Role
Sofitel is hiring a Front Office Supervisor to oversee daily front office operations, manage guest complaints, and support the team. The role involves check-in/check-out procedures, upselling, and ensuring guest satisfaction.
Key Skills for This Role
Responsibilities
- Oversee daily operations at the front office and support the team
- Manage guest complaints and ensure satisfaction
- Lead daily briefings with the front office team
- Handle check in/check out procedures and guest inquiries
- Upsell rooms and facilities to maximize revenue
Requirements
- Experience in front office supervision in a hotel
- Knowledge of property management systems (e.g., Fidelio)
- Strong communication and leadership skills
Full Job Posting
Main Duties
- To be an ambassador of the Front Office and of the hotel, in and outside the work place.
- To always keep the working area clean and well maintained.
- To oversee the daily operations at the front office and support the team with their daily tasks whenever needed
- To assist the Duty managers with managing guest complaints and any other responsibilities
- To spot check the daily check lists
- Lead the daily briefings with the front office team and relay all necessary information pertaining to guests, hotel operations, group arrivals, etc.
- To use appropriate materials, equipments and supplies for the smooth run of the Front Office operations and to ask for requisitions accordingly.
- To properly use the telephone etiquette as per Sofitel standards.
- To properly follow all CID and local government requirements concerning hotel guests and files.
- To check the departure lists and to ensure check out times are respected.
- To monitor room status and discrepancies.
- To properly use all the equipment and Fidelio management system, to have a perfect knowledge of the set ups.
Miscellaneous
- To be flexible and extend job duties to carry out any other reasonable duties and responsibilities within the job capability as assigned, including redeployment to alternative departments/areas if required, to meet business demands and guest service needs.
- To respond to any changes in the department as dictated by the needs of the hotel.
- All ambassadors are required to comply with every reasonable request from their hierarchical supervisor(s) within an amount of time that it takes to comply under normal circumstances.
- All ambassadors may be assigned to other duties in the hotel as and when required by business levels.
Health and Safety
- Ensure that all potential and real Hazards are reported immediately and rectified
- Be fully conversant with all departmental Fire, Emergency and Bomb procedures
- Ensure that all emergency procedures are rehearsed, implemented and enforced to provide for the security and safety of guests and employees
- Ensure the safety of the persons and the property of all within the premises by fairly applying Hotel Regulations by strict adherence to existing laws, statutes etc.
- Ensure all staff within the department work in a manner which is safe and unlikely to give risk of harm or injury to selves or others
- Use safe manual handling techniques and practise safe work habits following Accor Health, Safety and Environment policies, maintain procedures to minimise our impact on the environment and prevent pollution.
Confidentiality
- Ensure confidentiality and secure storage of all intellectual property and data bases, both hard copy and electronic. Adhere to Accor Internet and Email policy
- Ensure Hotel, Customer and Staff information or transactions are kept confidential during or after employment with the company.
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 its corresponding strategies
- Methods of accepted payment of the company
- Short and long term company marketing promotions
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