Front Office Supervisor

Position Overview The Front Office Supervisor is a key member of our Front Office Leadership Team. The Front Office Supervisor will ensure the smooth operations and the highest level of guest satisfaction. Is responsible for the daily operations of the Front Office department. Identifies training needs and implements an action plan. Works hand in hand with all outlets of the hotel to exceed guest expectations. Is friendly, courteous and able to work well under pressure.  Guest Experience Ensuring the highest levels of guest services are met and exceeded through the implementation of the correct Leading Hotels of the World and Fairmont policies and procedures i.e. rooming the guest, anticipation of guest needs, Upselling, ALL Loyalty Membership and the encouragement of Axonify  Consistent development, monitoring and follow up on Guest Satisfaction  Key Responsibilities and Duties: Active participation in the implementation and follow up on action plans for training and recovery plans for missed guest opportunities  Taking charge of groups arrivals and allocating responsibilities to ensure a smooth arrival  Assisting in the administration and management of the Front Office department Liaising with Housekeeping, Maintenance, and Food and Beverage departments on a regular basis to ensure clear and concise communication  Responsibility to complete the monthly Front Office rosters for the Guest Liaison and Switchboard teams along with the completion of time sheers  Responsibility to drive and encourage the All Loyalty Programme – Targets to be set and achieved  Responsible for the training of all Front Office members when a need is identified. This includes monthly LQA assessments along with feedback provided  Responsible to prepare for and attend morning meetings Responsible for the allocation of rooms, individual and groups prior to guest arrivals Responsible for ordering and receiving stationery for the Front Office department Has the responsibility to check the prep completed by Switchboard a day in advance and to ensure once signed off that it is sent to the required departments Works with Switchboard to ensure all HIP’s and WBK profiles are updated and sent out a least 1 week in advance for all departments to prepare accordingly  Allocates responsibility and ensures the completion of the Operations Calendar every 2 weeks  Assists the Assistant Front Office Manager in ordering and controlling the Gifts at Cape Grace  Responsible for the monthly staff transport budget – Switchboard to complete and to be signed off by a Front Office Supervisor   Responsible to complete the staff transport invoice on a monthly basis and to be signed off by a manager  Responsible for the management and preparation of all special events celebrated in Cape Town, Example: 2 Oceans Marathon, The Argus Marathon, Easter, Festive, ect  Co-ordinate daily handover and closure of all shifts, including the monitoring and signing of daily checklists which are mandatory  In the absence of any Switchboard, Reception or Concierge member the Front Office Supervisor is expected to arrange alternative cover and/or assist with the necessary duties needed to ensure the smooth operation of the department  Assist with the management of all front office stores and has the responsibility to make sure PAR levels are inline with the occupancy  Ensuring procedures are followed when dealing with all safety and security issues concerned; Participation of First Aid coverage and handling of all emergency related situations Ability to perform over and above the above required responsibilities in line with providing excellent leadership skills Financial Attributes: Assist in the budgeting procedure for upselling and setting reasonable targets   Encourage the upselling of the hotel vehicle to increase revenue Assist in driving the ALL – Loyalty programme and continuous follow through to ensure the targets are met  Assist in promoting the upselling of all hotel facilities and outlets  Assists the Assistant Front Office Manager in controlling the gifting budget