Front Office Supervisor

1 week ago

Goa, India Country Inn & Suites By Radisson Goa Candolim-Rooms Full time

**AREAS OF RESPONSIBILITY**
- Provides guests with assistance at the front desk during the check-in and check-out processes and throughout their stay:

- Greets guest and processes hotel registration.
- Develop good open communication and rapport with all guests. Recognise return guests and ensure all guests expectations are met and exceeded at all times.
- Ensure all guest account details are correct and accurate.
- Keeps current on hotel accommodations, services and area attractions.
- Responds to customer inquiries for information.
- Arranges for services requested by the guest by working with other departments as appropriate.
- Stays current with developments in the hotel by reviewing and updating the communication log.
- Handles customer complaints, refers to Front Office Manager wherever necessary.

Maximises revenue and cash flow by promoting hotel services and adhering to credit and inventory control processes:

- Offers guests updates on rooms and promotes hotel amenities, food and beverage outlets and services.
- Makes reservations in accordance with hotel’s yield management practices.
- Processes customer credit at check-in in accordance with hotel policy.
- Identifies and records special billing instruction and notifies Accounting.
- Follows hotel policy on cash banks - at all times adheres to credit limits and procedures as set down by the Financial Controller.
- Obtains appropriate approvals and signatures.

Maintain timely and accurate house counts:

- Check on room availability and house status.
- Verifies sell-out and near sell-out nights with reservations.
- Communicates with housekeeping to ensure room availability and changes in house status; works to ensure that the room assignments are made to provide the customer with the best possible experience.
- Ensures smooth transition through shift changes and relays all pertinent information to relieving supervisor.

Provide employees with the information needed to perform their job effectively:

- Orients employees to the department and hotel and provides on-the-job training on job responsibilities.
- Prioritises and assigns work.
- Provides feedback to the employee and Department Manager on the employee’s work performance of job responsibilities.

Creates 100% guest satisfaction by providing the Yes I Can experience through performance that demonstrates the standards of, genuine hospitality and exceeding guest expectations
- Gives personal attention, takes personal responsibility and uses teamwork when providing guest service
- Listens, apologizes with empathy, finds a solution and follows through when resolving guest problems
- Provides Yes I Can genuine hospitality and teamwork on an ongoing basis
- Assumes the responsibility to notice when the guest is not satisfied and uses their best judgment as to when it is appropriate to use the 100% Guest Satisfaction
- Performs other duties required to provide the service brand behavior and genuine hospitality

Adheres to hotel policies and procedures:

- Attends work on time and as scheduled.
- Follows hotel grooming, hygiene and dress standards.
- Minimise safety hazards by following all safety rules and procedures.
- Refrain from personal conversations with other staff at the main entrance.
- Keeps immediate manager promptly and fully informed of all problems or unusual matters of significance.
- Performs all duties and responsibilities in a timely and efficient manner in accordance with established company policies and procedures to achieve the overall objectives of this position.
- Maintains a favourable working relationship with all other company employees to foster and promote co-operative and harmonious working climate.
- At all time projects a favourable image of Brand to the public.

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