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Mô Tả Công Việc
- The Front Desk Supervisor will maintain at all times a professional & friendly manner to communicate with the guests. He/she will be a f\reference for the guest who will find that he/she is the right person to contact because he/she inspires a friendly, safe & professional feeling.
- Organises guest Arrivals/ Departures with the team.
- His/her perfect attitude, Smile & extra care of the guest will be an example to follow for each member of Front Desk Team.
- Ensures service meets guests’ expectations.
- The Front Desk Supervisor afternoon shift will attend the FO Briefing, will take note of all the information and be active to ask questions an will bring out the different problems and situations that he/she or his/her tam have faced. He/she will write a detailed and clear report in the Front Desk Logbook.
- He/she will pick up at the beginning of his/her shift all the documents from the Front Desk pigeon hole and will do an accurate follow up. He/she will empty this pigeon hole as often as required during his/her shift.
- He/she will print the Reception Trace Report, Arrival report & Departure report. He/she will then ensure the proper room block upon arrival time and special requests, and do the accurate follow up. All these documents will be kept by the Front Desk Supervisor & will be updated throughout the day.
- The Front Desk Supervisor will ensure a quick briefing to his/her team about the activity of the shift, special requests and will give his/her instructions.
- The Front Desk Logbook will be updated as often as required during the shift, and he/she will ensure that all Receptionists are fully aware of its content.
- At the end of the shift, a clear and detailed handover will be done to the Front Desk Supervisor (or Assistant Front Office Manager instead) of the next shift.
- The Front Desk Supervisor will be called right away if a Receptionist is facing a difficulty, and will contact the Assistant Front Office Manager if he/she cannot fix it by his/her own.
- The Front Desk Supervisor will act as a spokesman of the Front Desk Team during the briefings & meeting where he/she is requested.
- To ensure that the Front Desk Operations circuits are respected by his/her team and that the work is done properly and with organization.
- To ensure that each receptionist keeps a full control of his/her station & ensures that all the accessories and documents required for the operations are in place in each station.
- Every new shift, to control that a proper handover is made by each receptionist, that no documents or work is pending, and that each station is completely clear to welcome the next shift. To ensure that all cash floats are correct after the handover, and that each is recorded in the accurate logbook.
- To control the grooming of each receptionist to ensure that they reach the Hotel standards and that all receptionists always keep a positive and dynamic attitude.
- To ensure that each guest is welcomed with a smile and a warm attitude.
- To ensure that the Front Desk is not left unattended at any time whilst on duty.
- The Front Desk Supervisor will be attentive to respect the privacy/confidentiality of the information, or guest names available. He/she will ensure not to transmit any guest name, or guest history information.
- Supervises the receptionist’s Check list.
- To ensure that all the standards and procedures established at the Hotel are reached successfully and permanently.
- To check one by one all Registration cards and correspondence of all the guests checked in during his/her shift. These controls will be oriented on immigration, audit and guest history issues.
- The Front Desk Supervisor is responsible to ensure that the Bucket check for all guests in house is controlled professionally on a daily basis. This control will be supported by the “Bucket Check Report” and will be oriented on all Audit requirements regarding the guarantees of payment. The control will be acknowledged daily by a signature on the report.
- At the end of the shift, the Front Desk Supervisor will control one by one the cashier reports of each receptionist on duty during the shift. These controls will be oriented on the accuracy of the credit card settlements and city ledger settlements. He/she will release the receptionist only once the closure is correctly completed. He/she will then print the receipt from the credit cards machines.
- The Front Desk Supervisor will ensure that he/she has enough stock for the operations & will do on a weekly basis the store requisition.
- The Front Desk Supervisor must know her/his duties & responsibility in the eventuality of fire and to ensure that her/his team is ready as well.
Yêu Cầu Công Việc
- Significant experience in a customer-service position.
- Extremely high spirit of Customer Service.
- English: basic communication skills.
Hình thức
Quyền Lợi
- Employee Benefit Card offering discounted rates in Accor Hotels worldwide.
- Develop your talent through learning programs by Academy Accor.
- Opportunity to grow within your property and across the world.
- Ability to contribute to local community and make a difference through our Corporate Social Responsibility activities, like Planet 21.
Mức lương
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