Front Office Supervisor

2 weeks ago

Cape Town, Western Cape, South Africa Newmark Hotels Full time

Duties and Responsibilities


The supervisor's overall role is to communicate organizational needs, oversee employees' performance, provide guidance, support, identify development needs, and manage the reciprocal relationship between staff and the organization so that each is successful.


GENERAL


All employees may be required to complete other reasonable tasks as part of the successful day-to-day operation of the hotel.

Teamwork and communication are vital.

By continuously working hard at establishing and nurturing relationships to provide a level of service excellence that will exceed guests' expectations.

The highest level of courtesy is expected - be friendly, interactive, efficient, and organized as well as well presented, tidy and professional.


  • Ensure that all company policies, procedures & SOPs are adhered to
  • Assists Front Office Manager in processing of the reception procedure using the appropriate systems and procedures as supplied
  • Ensure all team members are dressed according to hotel standards. Inform management if not appropriately dressed.
  • Ensure daily checklists are being completed as per hotel procedures
  • Maintain good working relationship with both team members and management
  • Make sure the desk runs smoothly daily
  • All conflicts raised to HOD well in advance
  • Ensure departmental standards and services are adhered to
  • Record, process & file all information relating to inhouse guests as per the hotels policies and procedures
  • Maintains the appearance of the Front Office Department with regards tidiness and the safekeeping of all correspondence, dockets & registration details
  • Allocate rooms to arrivals in such a way as to facilitate good relationships between Reception and Housekeeping
  • Ensure that all company policies, procedures & SOPs are adhered to
  • Responsible for management of frontoffice staff, porters, butlers
  • Actively endeavor to seek and resolve guest complaints, where possible, exercise judgement and escalate it to the manager should it be required
  • Continuously endeavors to improve the department's efficient operation.
  • Receives Guests in a manner, which is polite, friendly & efficient
  • Accurate knowledge of hotel facilities & services offered to promote hotel
  • Ensures that guests complete Registration Forms correctly & that the information completed is in accordance with the Reservation information systems requirements and that payments are guaranteed
  • Liaise with porters to make sure that the guests' luggage is moved from the lobby area to their room
  • Ensures Front Office System is in accordance with Housekeeping Report
  • Prints contingency report when requested
  • Prints reports for use in Reception and for hotel departments and ensure that they are circulated
  • Adheres to the Company Credit Policy
  • Completes End of Shift procedures in accordance with the company policy and procedures
  • Maintain a smart, clean, and tidy personal appearance always
  • Prepares in advance for the arrival of groups
  • Performs additional duties as & when requested
  • Any other duties that may be required
  • Take initiative when it comes to assisting guests
  • DO NOT wait for a guest to ask assistance
  • Attend training when required, and assist with training team
  • Be gracious, smile and always go out of your way for our guests

Job Types:
Full-time, Permanent

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