Front Office Supervisor bei Lotte New York Palace

Published Job Title

Front Office Supervisor

Job Description

Lead all aspects of all Front Office operations by setting and maintaining a high level of guest service. Provide timely and courteous service to all guests, encouraging them to return again to generate repeat business. Assist guests upon check-in and provide great service throughout their stay. Ensure all functions are carried out to maintain an environment of collaboration.

Responsibilities to include some and/or all the following:

• Meet with staff to get any pertinent information at the start of shift and review the Front Desk logbook.
• Review all arrivals and departures noting any special requests, challenges, and to ensure that billing is accurate, assess whether any guest relocation will be necessary.
• Make sure all shifts are covered as scheduled, cover as necessary.
• Respond to guests' special requests, needs, problems, issues, and concerns.
• Follow established key control policy, credit policies, and be knowledgeable of all fire and emergency procedures.
• Ensure that Standard Operating Procedures are being adhered to
• Ensure the completion of the desk agents' AM/PM checklist.
• Handle guest situations as they arise in a calm and professional manner.
• Be an expert in all employee duties to ensure you are "leading by example" in all that you do.
• Maintain professional contact via telephone with all other hotel departments.
• Ensure accuracy of groups, rooming lists, billing, amenities, arrivals, etc.
• Maintain cleanliness, organization of back office, front desk, and front desk closet, as well as inventory of office supplies.
• Ensure all employees complete their duties before departing, that they are posted at their stations on time.
• Accountable for training and daily monitoring of all service levels, as well as making sure all team members are following grooming and uniform standards.
• Perform other tasks as assigned by the Director of Front of the House

Requirements

• Exceptional interpersonal and communication skills
• Fluency in the local language - extra language skills would be great, but not essential
• Impeccable grooming and presentation
• Ability to remain calm and composed in high-pressure situations
• High school diploma or qualification. A college or university degree would be a bonus, but not essential.
• 2 years of related experience in hospitality or similar industry.
• Flexible schedule, able to work evenings, weekends, and holidays when needed.
• Self-motivated, customer-focused and committed to maintaining superb customer service throughout all areas of the Front Office