Front Office Supervisor - Fairmont

Job Description

Scope and Objectives

The Front Office Supervisor assists Director of Front Office in the management of the Front Office team. The Front Office Supervisor is required to demonstrate humility in leadership of the team, be technically sound on Front Office software, has a guest centric approach in service delivery, be a confident communicator, embody a spirit of team work and a sense of responsibility to uphold the Fairmont Brand. In joining the team during a pre-opening journey, the Front Office Supervisor has to be ready to embody a tenacious and innovative spirit in building the team together with the leaders.

Key Roles & Responsibilities

• Ready to undertake all roles including the night shifts of the Front Office Team
• Takes responsibility and ownership in creating personal connections through emotional luxury between Fairmont Ambassadors and guests
• Maintains communication channels with all departments of the hotel
• Ensure adherence of arrival/departure service sequence
• Enforces PMS system etiquette and accuracy of administrative duties
• Perform check in, check out and room change procedures and ensure all data are entered completely into the hotel systems
• Maintain cashier float and ensure accurate daily report of all money received
• Assists other hotel department functions when the need arises
• Champions and completes daily shift’s bookkeeping of Front Office Team
• Responsible for maintaining inventory levels, maintenance and general upkeep of equipment and operating supplies
• Appraise appearance, ensures discipline, and efficiency of all staff under direct supervision
• Assist to set out KPIs and deliverables for the year with the Director of Front Office
• Assist the Director of Front Office to appraise the team at the end of year
• Training and coordination with supporting departments
• Promptly answers any in-house guest calls, instant messages and emails and communicates with respective departments in the resolution of guests’ requests.
• Fully understands the Front-of-House position and the whole department constantly renews and develops itself to make sure to keep up with the trends in hospitality industry
• Ensures service standards and individual performance are aligned with Accor Values - Guest Passion, Trust, Sustainable Performance, Spirit of Conquest, Innovation and Respect.
• Executes the annual upsell strategy and achieves all goals as set by management
• Ensures guests receive the experience as detailed in brand Standard Operation Procedure (SOP), Fairmont Doha Local Standard Operation Procedure (LSOP) as well as Forbes 5 star / Leading Quality Assurance (LQA) standards and aims to achieve the scores and goals set by management
• Performs any duties and special projects as requested by management whether in your own department or any other department in the hotel
  

Qualifications

PERSONAL ATTRIBUTES REQUIRED FOR THE ROLE

• Possesses strong interpersonal skills and ability to communicate in second language
• Manages all guests/team members’ needs with equal drive
• Carries an eye for detail and an approachable demeanor for all guests and team members
• Composed under pressure, makes rational decisions to resolve situations, delivered with a degree of professionalism
• Self-driven approach to carry out assigned responsibilities
• Ensures security and confidentiality of guest and hotel information in accordance to company/country’s data security act
• Possesses good computer and property management system knowledge
• High level of integrity, enthusiasm, dedication for continuous improvement
• Embraces change and open-minded in a dynamic work environment
• Has an understanding of the middle eastern clientele and culture
• Has an understanding of key stakeholders in the luxury travel space