Front Office Supervisor

**DUTIES & RESPONSIBILITIES: -**

**Administration**:

- Prepare and complete weekly booking reports for owners & the company
- Ensure month end process are completed - cash box records must be checked, reconciled and submitted to the Accountant
- Oversee stocks, control, sales, ordering & month end counts & reconciliation of the curio shop. Explanation for all discrepancies to be submitted as well
- Oversee archiving of all guest documentation - indemnity forms; COVID checks; guest bills etc.
- Monitor the hotel stationary (BOH stationary) - make and control purchasing and stock levels
- Manage online review platforms & respond where necessary (in the absence of the GM)
- Regularly go through Opera statistical reports to make sure your department is collecting all information as requested by the Operations Director
- Regularly oversee operation & updating of lodge speed point
- Assist F&B with any required documentation
- Regularly check guest open balances and report reasons for non-payment or collection agreements to the Financial manager and General manager
- Manage and coordinate guest transfers and travel arrangements.
- Communicate with guest prior to arrival - assisting with any questions or queries; booking of activities etc.

**Quality Assurance**:

- Ensure the front desk provides a professional and friendly service for guests
- Take part in the regular morning briefings and communicate with your colleagues regarding the tasks for your department for the day.
- Relay any important information to your colleagues
- Create and maintain an efficient working relationship with all departments
- Create & manage an efficient friendly and welcoming front desk presence
- Continuously evaluate all front of house guest relations procedures
- Train and motivate the front of house team
- Meet, greet and host guests as often as required
- Obtain as much feedback as possible in order to continuously provide the guests with a memorable experience
- Optimally use the Property Management System (Opera) to effectively manage all front desk operations
- Manage and supervise front desk cash-ups and day-end procedures
- Monitor guest profiles and make sure staff are collecting relevant information

**Human Resources**:

- Provide essential training for all new & existing employees in Front Office / Reception
- Guide your team in understanding the company policies, rules, and regulations
- Manage & plan staff rosters
- Monitor staff performance and give performance appraisals accordingly
- Oversee accommodation readiness for all new staff members, as well as uniform requirements

**Expense Control**:

- Effectively manage all the expenses and maintain a proper records and documentation for submission to the Financial Manager.
- Review monthly consumption and usage of in room stationary, BOH of house office supplies and stationery
- Report any damages, shrinkage or loss of Front office equipment or stock to the Financial manager and General manager
- Review the budget according to the purchases and consumption of goods

**CORE COMPETENCIES: -**
- Good management skills
- Recruitment skills
- Basic financial / budget acumen
- Ability to deal with guests in all situations
- Good problem solving skills
- Good communication & time management skills
- A leader and a team player
- Ability to take initiatives - with staff & guests
- Expert decision-making abilities
- Good use of MS software (i.e. Excel and Word)
- **Fluent in Opera** (booking system)

This is a single live-in position with 6 weeks / 2 weeks rotation

**Experience**:

- Hotel Front-office supervisory: 2 years (preferred)
- Opera: 1 year (preferred)