Front Office Supervisor

Overview

• Checking the hotel occupancy, rooms and hotel status.
• Give and get hand over on a daily basis and sign for acknowledgement then attend team briefing on time.
• Check the arrival report to learn about arriving guests, ensuring their requests are honoured by communicating to the concerned department and ensuring reservations for arrivals are accurate.
• Assign arrivals rooms, block or adjust blocking as needed, ensure Housekeeping has prepared room and guest letters and amenities are placed.
• Make the guest sign the registration card by showing the card to the guest and verify information and ask for guest contact details.
• Confirm/establish payment method for room and incidentals and handle credit card, cash, direct bill, and other payment arrangements by finalizing the method of payment upon check in.
• Describing the property amenities, services, offers and facilities for the internal and external guests.
• Presenting the folio and charges to the guest for verification, confirming method of payment, post miscellaneous charges, handle disputed charges and settle the account balance to various methods of payment, including cash, credit card, and direct bill.
• Getting the key from the guest upon checking out and Inquire About Guest s Experience and act accordingly, Entering feedback into Guest Comments.
• Awareness of late checkout, early check in availability, and making sure to charge the guest unless there is management approval
• Accept reservations, changes, and cancellations in the absence of reservations staff.
• Check and update SHOMOOS regularly throughout the shift.
• Welcome and acknowledge guests according to company standards; anticipate and address guests service needs; assist individuals with disabilities; thank guests with genuine appreciation.
• The perfect situation for the reception area.
• Follow company policies and procedures; report accidents, injuries, and unsafe work conditions to the manager.
• Ensure all guest requests are met and special requirements/preferences are taken into account Ensure that all arrivals, departures, no shows, extensions, amendments and PMS related matters are performed in a timely manner
• Ensure that all concerned departments are informed in regards of room moves, no-shows, early arrivals, special requests, repeat guests or other guest preferences.
• Be fully aware of Credit Policy and supervise compliance. Inform your manager and concerned departments about any possible credit risks.
• Encourage all associates to keep working areas clean and tidy.
• Be familiar with all S.O.P.s and L.S.O.P.s relating to the front office operations Participate in the training and development of front desk associates and provide training to associates when necessary Be aware of remedial steps to be taken to rectify housekeeping discrepancies.
• Run the night operations for the hotel; ensure proper closing of the day and delivery of the reports. Identify and resolve guests problems efficiently and resolve to the guest satisfaction Have a thorough knowledge of all Emergency Procedures Supervise guest registration and all relevant registration details required by the Saudi law.
• Supervise compliance of FO Receptionists in Cash handling procedures to maintain an accurate float.
• Check the arrival report to learn about arriving guests, ensuring their requests are honoured by communicating to the concerned department and ensuring reservations for arrivals are accurate.
• Ensure the information is updated and maintained in guest profiles accordingly.