Front Desk Supervisor

2 weeks ago

Cape Town, Western Cape, South Africa Hospitality Jobs Africa Full time

We are currently seeking enthusiastic and customer-oriented individuals to join our client's team as a Front Desk Supervisor for a prestigious 4-star botique hotel in Cape Town, South Africa.

This is an exciting opportunity to be part of a great team and contribute to providing exceptional service to our clients valued guests.


Must have experience in a luxury hotel or resort.

The following will be your Key Performance areas:

  • Front Desk Head of Department: Department management and control.
  • Identify, monitor and administer training needs to the Front desk department team.
  • Ensure all SOP are trained and adhered to by all department's staff members.
  • Responsible for the management and execution of Reservations for accommodation and events.
  • Training, monitoring and management of daily correspondences. Responds to enquiries and process
- any reservations and enquiries.

  • Processes reservations by mail, telephone, Whatsapp, direct enquiry or central reservation systems
  • CRE and Liaison for the business, to our sales and marketing teams.
  • Processes reservations from the sales office, other hotel departments, travel agents and OTAs.
  • Knows the types of rooms available as well as their location, layout and specifications.
  • Know the selling status, rates and benefits of all package plans.
  • Know the credit policy of the hotel and how to code each reservation.
  • Manage, monitor, update and respond to request and reviews on online platforms and OTAs
  • Creates, updates and maintains reservation records.
  • Ensure all courtesy and confirmation documents are delivered timeously to guests
  • Monitor, manage and ensure thorough communication with guests.
  • Communicates reservations information with the Front Desk and relevant departments, and
- delegates any outstanding tasks for the day.

  • Processes cancellations and modifications and promptly relays this information to the guest and
- internally to the necessary staff members.

  • Understands and implements the hotel's policies on guaranteed reservations, no shows, deferrals and
- refunds.

  • Processes advance deposits on reservations and relays accurately with accounts.
  • Track future room availabilities on the basis of reservations.
  • Identify opportunities and action plans to grow room revenue and occupancy.
  • Monitor and manage advance deposit requirements and procedures
  • Monitor and ensure accurately completed daily cash ups and correct invoicing and billing for
- accounting department.

  • Promotes goodwill by being courteous, friendly and helpful to guests, managers, fellow employees
- and other stakeholders.

  • To be aware of and able to execute all front office procedures and assist where need be.
  • To be fully aware of and adhere to health and safety, fire and bomb threat procedures.
  • Willing to undertake any reasonable request or complete a delegated task made by management in
- any other areas of the house.

Requirements:

  • Previous experience as a Front Desk Supervisor, or as a Senior Reservationist in a luxury hotel or resort
  • Proficiency in using booking portals, such as OTAs
  • Proficiency in using property management / Reservation systems
  • Exceptional customer service skills, with the ability to anticipate and fulfil guest needs
  • Excellent communication and interpersonal skills, with fluency in English (additional languages are advantageous)
  • Strong organizational skills, with the ability to multitask and prioritize effectively
  • Detailoriented mindset, with a high level of accuracy in handling reservations and guest information
  • Flexibility to work various shifts, including weekends and holidays

Ability to commute/relocate:

  • Cape Town,

Western Cape:
Reliably commute or planning to relocate before starting work (required)

Application Question(s):
- what is your current geographic location?

Experience:

  • Front Desk Supervisory / Management: 4 years (required)

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