18 Oct
Emirates Grand Hospitality
Dubai
**POSITION TITLE: FRONT OFFICE SUPERVISOR**
**Summary Description**:
Supervises and assists in the smooth and efficient management of Front Office Operations. This includes guest check-in/check-out, Guest requests, concierge services and promotion of in-house activities. Assist all guest’s requirements in an efficient, courteous and professional manner that maintains high standards of service and hospitality. Ensure that all non-residents and other visitors are helped and advised with regards to their general needs. **MEASUREMENTS**
**A)** **Responsibilities and Duties**:
- Be familiar with hotel services, operational hours and ongoing promotions.
- Assist staff with expediting problem payments (e.g.,
problems processing credit card).
- Process all guest check-ins by confirming reservations, assigning room, and issuing and activating room key.
- Process all payment types such as room charges, cash, checks, debit, or credit.
- Anticipate sold-out situations and obtain satisfactory alternative accommodations when the property cannot accommodate guests with reservations.
- Block rooms in the computer and identify designated requirements and requests.
- Contact appropriate individual or department (e.g., valet, Housekeeping) as necessary to resolve guest call, request, or problem.
- Run daily reports (number of arrivals, departures), identify any special requests, and check reports for accuracy.
- Coordinate with Housekeeping to track readiness of rooms for check-in.
- Review shift logs/daily memo books and document pertinent information in logbooks.
- Count bank at the beginning and end of shift.
- Balance and drop receipts according to accounting specifications.
- Assist management in training,
evaluating, counseling, motivating and coaching employees.
- Report accidents, injuries, and unsafe work conditions to manager; complete safety training and certifications.
- Follow all company policies and procedure and comply with quality assurance expectations and standards.
- Ensure uniform and personal appearance are clean and professional
- Maintain confidentiality of proprietary information. Deal with all guest complaints, problem solving, disturbances, special requests and other issues that may arise.
- Supervise Front Desk Staff and assist controlling overtime when necessary.
- Develop and maintain positive working relationships with others; support team to reach common goals.
- Identify and recommend new ideas, technologies,
or processes to increase organizational efficiency, productivity, quality, safety, and/or cost-savings.
**Additional duties and responsibilities**:
- Ensure integrity and confidentiality of information at all times.
- To perform any additional requirement, tasks and duties outside of his/her scope of work as deemed necessary by your Head of Department or the Management.
- Changes in business may require alterations to this Job Description.
**Care of Equipment**
- Ensures maintenance and careful handling of equipment used.
- Ensures timely reporting of malfunction or maintenance deficiency to appropriate area.
**Training and Employee’s Activities**
- Attends scheduled trainings.
- Participates actively in company-initiated employee activities.
**Grooming and Hygiene**
- Adheres to the specified hygiene and personal appearance standards of the hotel and surrounding area.
**Attendance**
- Adheres to the set procedures for attendance and timekeeping.
**Company Policies and Procedures**
- Adheres to the provisions outlined in the Employee’s Handbook, Disciplinary Code, and Rules & Regulations.
**Environmental Awareness**
- Reduces waste of supplies and materials by re-using or selling.
- Recycles, when possible.
- Conserves water and energy by adhering to environmental / energy conservation checklist appropriate for the surrounding area.
- Maintains clean surroundings.
- Participates in activities concerning the protection of the environment.
**B)** **Legal Responsibilities**
To ensure that the standards required by Law and by Management are maintained at all times in all areas of operations.