Senior Front Office Supervisor

The role of the Senior Front Office Supervisor is to ensure that the reception unit of an office runs efficiently, and that all reception duties are attended to. The Senior Front Office Supervisor reports directly to the Assistant Front Office manager/ Front Office manager and steps in case of their absence, or the Duty Manager’s absence.

Main Duties, Tasks & Responsibilities;

• Responsible for supervising the receptionists as well as liaising with line supervisors, ensuring standards and tasks are being adhered to upon shift on a daily basis and ensuring that all functions are carried out in accordance with stipulated protocols and procedures.
• Supervise room allocation in accordance with hotel occupancy, Hilton reward scheme and tiers, guests’ VIP status.
• Manage group operations, liaising with the supervisors of the other departments involved.
• Carry out group reconciliation at need, and supervise FO accounting administration on a daily basis.
• Directly involved in the development of the department in all facets and departmental KPI’s.
• Coordinate the activities of the Reception team and Executive Lounge
• Audit and ensure internal/external phone calls are handled in a courteous and professional manner and that all visitors are appropriately attended to
• Ensure that the entry desk premises are kept tidy and clean at all times and maintained.
• Responsible for checking the state of stationery and equipment in the reception area
• Ensure compliance with all company policies, procedures, and guidelines
• Ensure training records are kept properly
• Provide support to other members of staff according to the directives of the manager, to assist in the smooth running of the organization. 
• Help in facilitating effective communication and correspondence between the hotel and its customers/guests.

Requirements;

• Effective use of English grammar, spelling, and vocabulary.
• Minimum 2 years’ experience as a Front Office Supervisor (or similar) in a 4/5 star environment.
• Knowledge of at least one of the main hotel PMSs (knowledge of Opera is considered an asset)
• A can-do attitude and a pleasant personality
• Excellent knowledge of standard procedures and practices
• Excellent communicator displaying strong presence
• Ability to learn on the job and apply to work
• Ability to work effectively in a fast-paced environment
• Ability to understand and keep to instructions
• Training on advanced customer service and people management will be an added advantage