Front Office Supervisor

Scope and Objectives TheFront Office Supervisor assists Director of Front Office in themanagement of the Front Office team. The Front Office Supervisor isrequired to demonstrate humility in leadership of the team, betechnically sound on Front Office software, has a guest centricapproach in service delivery, be a confident communicator, embody aspirit of team work and a sense of responsibility to uphold theFairmont Brand. In joining the team during a pre-opening journey,the Front Office Supervisor has to be ready to embody a tenaciousand innovative spirit in building the team together with theleaders. KEY ROLES & RESPONSIBILITIES • Ready toundertake all roles including the night shifts of the Front OfficeTeam • Takes responsibility and ownership in creatingpersonal connections through emotional luxury between FairmontAmbassadors and guests • Maintains communication channelswith all departments of the hotel • Ensure adherence ofarrival/departure service sequence • Enforces PMS systemetiquette and accuracy of administrative duties • Performcheck in, check out and room change procedures and ensure all dataare entered completely into the hotel systems • Maintaincashier float and ensure accurate daily report of all moneyreceived • Assists other hotel department functions whenthe need arises • Champions and completes dailyshift’s bookkeeping of Front Office Team •Responsible for maintaining inventory levels, maintenance andgeneral upkeep of equipment and operating supplies •Appraise appearance, ensures discipline, and efficiency of allstaff under direct supervision • Assist to set out KPIsand deliverables for the year with the Director of Front Office• Assist the Director of Front Office to appraise the teamat the end of year • Training and coordination withsupporting departments • Promptly answers any in-houseguest calls, instant messages and emails and communicates withrespective departments in the resolution of guests’requests. • Fully understands the Front-of-House positionand the whole department constantly renews and develops itself tomake sure to keep up with the trends in hospitality industry• Ensures service standards and individual performance arealigned with Accor Values - Guest Passion, Trust, SustainablePerformance, Spirit of Conquest, Innovation and Respect. •Executes the annual upsell strategy and achieves all goals as setby management • Ensures guests receive the experience asdetailed in brand Standard Operation Procedure (SOP), Fairmont DohaLocal Standard Operation Procedure (LSOP) as well as Forbes 5 star/ Leading Quality Assurance (LQA) standards and aims to achieve thescores and goals set by management • Performs any dutiesand special projects as requested by management whether in your owndepartment or any other department in the hotel QualificationsPERSONAL ATTRIBUTES REQUIRED FOR THE ROLE • Possessesstrong interpersonal skills and ability to communicate in secondlanguage • Manages all guests/team members’needs with equal drive • Carries an eye for detail and anapproachable demeanor for all guests and team members •Composed under pressure, makes rational decisions to resolvesituations, delivered with a degree of professionalism •Self-driven approach to carry out assigned responsibilities• Ensures security and confidentiality of guest and hotelinformation in accordance to company/country’s datasecurity act • Possesses good computer and propertymanagement system knowledge • High level of integrity,enthusiasm, dedication for continuous improvement •Embraces change and open-minded in a dynamic work environment• Has an understanding of the middle eastern clientele andculture • Has an understanding of key stakeholders in theluxury travel space