Front Office Supervisor

Job description

Key tasks

• Responsible for the organisation and the quality of services delivered to the customers for the Front Office department
• Maintain good public relation with guests and customers.
• Ensure close co-operation with other departments.
• Maintain good public relation with guests and other Department.

• Develop a spirit of application, service and creativity in the team.
• Be aware of room status and also the competitors’ status.
• Attend VIP’s arrival, if any.
• Maintain and improve quality service in Front office.
• Ensure that the Front Office team welcomes the customer properly.
• Be flexible to replace the colleagues in another department or in the other Accor Hotel Properties.
• Ensure guests are attended quickly and any complaints handled tactfully and diplomatically.
• Receive and deal with verbal complaints. Forward to Asst. FOM when necessary.
• Ensure that there is compliance to all work legislation in the department.
• Assist in all Front of the House tasks.
• Inspect rooms to ensure standards and quality.
• Ensure the settlement of the Master folio opened for any travel agent or event inside the Hotel.
• Perform miscellaneous job-related duties as assigned.

ibis Styles and its people

Simplicity
Working procedures are simple and thorough.
The uniform is relaxed and comfortable.

Quality
Extended multi-skill training designed to create all-round.

Sociability and accessibility
Hotels on the human scale: every manager is accessible to staff and leads his or her team as a family.
The customers are accessible, the contacts are numerous and pleasant.

Desired profile

Skills

Level of Education Bachelor / Licence
Areas of study Hospitality Management
Professional experiences 1 to 2 years
Languages essential English
Optional languages Arabic

Essential and optional requirements

• Define the organization of work to be performed by the team, and supervise, co-ordinate and plan daily activities of personnel.
• Responsible for the Front Office, Cashiering, the guest information team.
• Ensure that the standards of the Brand and all associated procedures are applied on a day-to-day basis.
• Control the follow up of all procedures.
• Ensure that all entries in the logbook are read and followed up if necessary.
• Ensure that there are ample stocks of all items needed and initiate requisition for supplies running low.
• Report daily to the Asst. FOM (short meetings)
• Listen to the team needs and help them out.
• Train junior associates.
• Conduct meetings with junior associates.
• Monitor and report performance of the team to Asst. FOM, with regards to punctuality, efficiency, etc.
• Check credit limit report and follow up accordingly.
• Check discrepancy report and action accordingly.
• Perform any other duties that may be assigned from time to time by superiors.
• Make sure that an ACCOR and Brand policies are respected.
• Co-ordinate all walkover within the properties.
• Monitor their performance on a constant basis ensuring all procedures are carried out correctly.
• Pay special attention to proper upkeep of the hotel, especially of the front desk, hallways, the lobby.
• Ensure that there is a good working environment for all associates.

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