Front Office Supervisor

2 months ago

Lonavale, India Radisson Resort & Spa Lonavala - Rooms Full time

**INDICATORS OF SUCCESS**
- Financial (GOP, Rev Par, RSI and Department Budget).
- Customer satisfaction and loyalty goals (Complaints per Thousand, Comment Cards, Annual Quality Review).
- Achievement of employee engagement survey and retention goals for the department.

**AREAS OF RESPONSIBILITY**

Participates in the development and implementation of strategies for Front Office, Bell Desk, Valet, Concierge etc. that support achievement of the hotel’s goals.

Manages the operation of the front office and related areas during assigned shifts:

- Creates the first impression by supervising the door, bell, parking, concierge and front office areas.
- Participates in the development and implementation of processes and procedures for assigned departments which support achievement of service and financial goals.
- Participates in the preparation of the annual budget; monitors achievement of budget and takes corrective steps as appropriate.
- Prepares and analyses reports in order to develop an informative database for decision making and to communicate upcoming business through the hotel.
- Analyses business forecasts and schedules accordingly.
- Ensures that front desk handles billing and cash in accordance with hotel’s standards.
- Plans and co-ordinates hotel housing activities by working closely with Sales, Catering, Housekeeping and other departments.
- Ensure seamless transition during shift changes by developing and implementing processes for shifts to communicate with one another.
- Maintains and co-ordinates the operations of hotel departments in conjunction with or in the absence of supervisory personnel within each department. Takes corrective action whenever possible and prudent to do so.
- To attend and/or conduct meetings as and when required.
- Conduct regular inspections of guest rooms, service areas, public area and function rooms and communicates any deficiencies to the appropriate department so corrective action can be taken.
- Checks premises for security of property and safety of persons.
- Reports, resolves and take appropriate action on guest complaints or problems to ensure good guest relations and safeguard of Hotels interests represents hotel in contact with general public.
- Greets arriving VIPs, is visible and in contact with guests in a public relations capacity. Logs any points of concern and promptly resolves/actions requests of guests as a ‘first effort’ priority. Follow up calls are to be made to ensure the guests expectations are met and exceeded.
- Handles all emergencies, guest and employee accidents, co-ordinate with appropriate departments, services and notifies management.
- Prepares reports as requested, to ensure appropriate corrective actions may be taken and to develop a more informative database for improved management decision making and critical evaluation of work activities and guest services in such areas as:
1. Guest Complaints and services

2. Staffing inadequacies

3. Cleanliness and safety hazards

4. Employee violation of Hotel or Departmental policies.

5. Public liability/employee accident reports

6. Incidents/emergencies

7. Room inspections

8. Manager on Duty report
- Performs all accountabilities in a timely and efficient manner, following established company policy and projecting a favourable image to achieve objectives of public recognition and acceptance.
- Ensures adequate availability of operation supplies and foodstuffs by providing authorised personnel access to secured storage areas on an emergency basis only.
- Assumes responsibility for appropriate action in the case of employee violation in the absence of their departmental supervisor.
- Follows all company policies, particularly in relation to credit procedures.
- Is responsible for all systems maintenance in communication with systems support and the Executive Assistant Manager for systems difficulties. Remains on call 24 hours for system difficulties.

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.
- To adhere to the following procedure for claims by guests for theft of guest property:

- Remain calm and empathetic to the guest problem; always follow the ‘Yes I Can’ approach to handling problem situations.
- If the police are notified: Advise the guest that the police handle each case on its own merits, and any investigation by the police is to be assisted by Senior Management.
- The Hotel does not admit liability for the loss through theft or damage to the guest’s property (including vehicles) and that all such items are brought onto the property at the guest’s risk and that any discussion or reimbursement will be conducted without prejudice and in a genuine effort to resolve the gues

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