Reception Supervisor

Job description

Key tasks

Overview of duties
'• Ensures guests have a smooth running stay at the hotel
• Organises the customer welcome and care provided by his/her team
• Manages and motivates the Front Office team in order to provide a high standard of service for customers
• Helps meet the department's quantitative and qualitative targets

Main responsibilities
Customer relations
'• Welcomes guests and fosters customer loyalty through his/her friendly manner
• Develops high quality relationships with guests throughout their stay
• Handles any guest complaints or contentious issues that cannot be settled directly by team members and provides a rapid solution'

Professional techniques / Production
'• Takes part in, organises and supervises guest arrivals and departures with the front office teams • Ensures that guest documentation and information is available and up-to-date
• Supervises the management of debtors, group and individual guest invoicing and cash operations • Keeps track of the standard of services delivered, based on guest comments and quality audits • Updates and checks that information in the directory and e-directory is up-to-date
• Supervises the standard of customer relations on a daily basis'

Team management
'• Develops employees' motivation and team spirit by creating a good working atmosphere
• Is involved in recruitment
• Integrates and trains employees, providing support for skills development • Ensures that employees are well presented (uniforms, personal hygiene etc)'

Management and administration
'• Ensures that invoicing and cash operations procedures are respected in line with internal audit reference guidelines
• Helps update dashboard charts (revenue, occupancy rates, average room rates, activity forecasts, headcount planning, etc)
• Ensures security of revenue and money flows
• Undertakes any necessary actions in order to recover debt '