Position:          Front of the House Supervisor

Department:    Front Office

Purpose:          To oversee all areas of operation relating to the guest experience for Front Desk, PBX and Bell/Door including delivery of Concierge services. Work with the Valet Parking vendor’s management and staff to ensure quality Valet Parking and bell operations. To oversee all systems and controls aspects of the Front Office. To oversee the development of all Front Office Heartists.

 

Reports to:       Director of Rooms, Front of the House Manager, and Front of the House Assistant Manager

 

Essential Functions:    

•    Maintain standards of guest services and a consistent guest experience as documented by GSS reports, Trip Advisor and AAA ratings.
•   To ensure the accuracy of the Front Desk, Reservations, PBX records with direct and open lines of communications to other departments within the hotel.
•   Through proper Front Office rooms merchandising procedures, to ensure management of the rate structure, via Front Office salesmanship, and meet or exceed average rate goals of the hotel as well as total rooms revenue.
•   To ensure all Front Office systems and controls procedures comply with corporate policy and procedures, as evidenced by "Goal" Audits, and minimum levels of bad checks and bad debts.
•   To ensure all Front Desk payroll costs and other expenses are properly monitored and controlled in accordance with budgets and monthly updates.
•   To maintain open and clear communication with all internal departments.
•   In conjunction with night audit staff, ensure timely and accurate reporting of daily operating results and statistical information as related to revenue and expenses.
• Supervises all front desk and PBX Heartists and front of the house areas.
• Supervises the lobby shop and performs inventories.
• Attends morning line-ups prepared with relevant information for the day.
• Responsible to review all VIP arrivals and All members.
• Ensure guests are been advise of loyalty program.

 

Essential Elements:

1. High school graduate or equivalent vocational training certificate.
2. Compute basic arithmetic.
3. Fluency in English both verbally and non-verbally.
4. Provide legible communication and directions.
5. Ability to:

• Perform job functions with attention to detail, speed and accuracy.
• Prioritize and organize.
• Be a clear thinker, remaining calm and resolving problems using good judgement.
• Follow directions thoroughly.
• Understand guest’s service needs.
• Work cohesively with co-workers as part of a team.
• Work with minimal supervision.
• Maintain confidentiality of guest information and pertinent hotel data.

6. Ability to input and access information in the property management system/computers/point of sales system.
7. Excellent phone & verbal communication skills.
8. Flexible schedule.

 

Desirable:

1. Some college or training in Hospitality Industry.
2. Previous experience as Front Desk Agent and supervisory experience preferred.
3. Previous cashiering experience.
4. Fluency in a foreign language.
5. Ability to suggestively sell.
6. Certification in CPR.
7. Previous guest relations training.

Our commitment to Diversity & Inclusion:
We are an inclusive company and our ambition is to attract, recruit and promote diverse talent.

Why work for Accor?
We are far more than a worldwide leader. We welcome you as you are and you can find a job and brand that matches your personality. We support you to grow and learn every day, making sure that work brings purpose to your life, so that during your journey with us, you can continue to explore Accor’s limitless possibilities.
By joining Accor, every chapter of your story is yours to write and together we can imagine tomorrow's hospitality. Discover the life that awaits you at Accor, visit  https://careers.accor.com/

 

 

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