Front Desk Supervisor

Description

At Fairmont Hotels & Resorts, ensuring the safety and wellbeing of our Guests and Visitors is an integral part of our operations. As a Front Desk Supervisor you represent the brand to the Guest throughout all stages of the Guest stay providing a consistent high quality of personalized service, and serve as the Guest liaison for both hotel and non-hotel services. Must be sales minded, confident in responding to Guests requests and concerns in a personal, prompt and courteous manner with the ability to think “outside the box”. Supervising Front Desk Colleagues to ensure that the appropriate service levels are provided and achieved at all times.

Hotel Overview: A unique blend of contemporary design and urban chic, Fairmont Dubai is an icon in the business heart of the city. Just minutes from Dubai’s key attractions, our hotel is linked to the Dubai International Convention Centre. Ten contemporary dining experiences intrigue the palate, our signature Spa and health facilities offer a wealth of amenities, including two terrace sundecks complemented by handcrafted mosaic swimming pools. Fairmont Dubai brings together luxurious surroundings and modern amenities with renowned Fairmont service.

Summary of Responsibilities:
Reporting to Front Office Manager, responsibilities and essential job functions include but are not limited to the following:
Consistently offer professional, friendly and engaging service
Register Guests and assign rooms
Accommodate special requests whenever possible
Assist in preregistration and allocation of rooms
Thoroughly understand and adhere to proper credit and cash handling policies and procedures
Understand room status and room status tracking
Know room locations, types of rooms available, and room rates
Use suggestive selling techniques to sell rooms and to promote other services of the hotel
Coordinate room status updates with the housekeeping department by notifying housekeeping of all check-outs, late check-outs, early check-ins, special requests and day use rooms
Possess a working knowledge of the reservations department
Know how to use front office equipment
Process Guest check-outs
Handle cash and balance cash at the end of the shift
Develop a strong knowledge of the hotel’s facilities and services and of the surrounding community
Provide exceptional concierge information to our Guests about local and area attractions, restaurants, theatres, special events, tickets, confirmation and other available services
Arrange secretarial and other office services if requested by Guest
Coordinate Guest’s requests for special services with the appropriate department
Communicate strongly and effectively with all other departments, highlight Front Desk requirements to ensure proper level of service to our Guests
Handle Guest complaints and solve problems
Use proper telephone etiquette
Use proper mail, package, and message handling procedures
Establish and maintain communication with all Front Desk staff on a daily basis
Be a constant presence in Front Desk, ensure that all Guests are greeted in a courteous manner and are made to feel welcomed at all times
Maintain the cleanliness and report deficiencies in the department and knowledge of all safety and emergency procedures
Report any unusual occurrences or requests to the manager or assistant manager
Train new Colleagues and supervise Front Desk Colleagues on daily duties
Participate in the orientation, meeting, and training process of all Colleagues assigned to Front Desk
Understand that business demands sometimes make it necessary to move Colleagues from their accustomed shifts to other shifts
Perform supervisory duties or special projects at the direction of Front Desk Manager

Qualifications:

Minimum of one year previous experience in Front Desk or Guest Services at supervisory capacity
Extensive knowledge of Front Desk policies and procedures
Excellent written and verbal communication, interpersonal and leadership skills
Self motivation and organizational skills with the initiative and ability to complete projects in a timely manner and then proven ability to work well under pressure
Goal and result oriented with the ability to be flexible with hours, days off, assignment and additional duties
Demonstrate a commitment to provide warm, anticipative service to exceed the needs and expectations of our discerning Guests
Highest Guest service orientation with the ability to lead team members consistently to achieve goals
Must be strong team player
Professional in presentation and demeanor
Knowledge in a second or third language would be an asset
Must be sales minded
Operational knowledge and proficiency in Opera, Excel and Words
Diploma in Hospitality Administration would be an asset
Physical Aspects of Position (include but are not limited to):

Frequent standing and walking throughout shift
Carrying filing and reporting tasks

Visa Requirements:
Please note that you m

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Listing ID: 660575edde6b1739

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