Front Desk Supervisor

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
- Detail-oriented 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)