Front Office Supervisor (Front Office)

Job Responsibilities:  All basic duties of a Guest Services Agent; check in, check out, guests’ inquiries.  Maintain appropriate standards of conduct, dress, hygiene, uniform, appearance and posture throughout the department  Effective supervision of all guest arrivals and departures, ensuring that room allocations and check in/check out processes follow set procedures and are customer focused.  Supervise the Front Office operation and workflow to maximize guests’ satisfaction levels.  Supervise and delegate duties to all Front Office team members.  Responsible and accountable for maintaining the highest service standard of Front Office, and to generate team spirit and motivation in all ambassadors.  Assist the Front Office Manager in monitoring the Front Office Associates and train them to ensure that guests receive prompt and courteous services.  Check daily arrival list for VIPs, and regular guests. Introduce hotel facilities and special services to guests and follows up on requests by guest promptly and efficiently.  Encourage and motivate Guest Service Agents to up-sell in order to achieve the daily / monthly target set by Front Office Manager.  Oversee the daily movement of guest activities and be able to resolve any minor guest complaints to establish an amicable relationship with guests, clients and customers of the Hotel.  Communicate with guests to get the feedback, pay great attention to the guest’s comments, to investigate and submit reports on guest comments.  Provide quality service to the customer by responding to their requests promptly, efficiently and courteously during check-in, check-out and throughout their stay.  Maintain control of guest and hotel accounts ensuring that all charges are accurate and posted on a timely basis.  Maintain strict security procedures with credit and cash transactions, accounting procedures, issue of room keys and guest confidentiality.  Maintain communication channels between Hotel guests and all Hotel departments both verbally and in writing as required.  Document accurately all internal and guest messages and distribute it subsequently according to the specified Hotel procedures.  Ensure every guest interaction is handled in accordance with the Sofitel values and service standards.  Assist Duty Manager in ensuring relative guest / associate information is communicated through the agreed communication channels.  Ensure that all equipment within the department is properly maintained and in good working order at all times.  Ensure Front Office is sufficiently stocked with stationery for operation purposes (e.g. letterhead, collateral, stationeries)  Any other duties assigned by your Manager.