EXPECTATIONS
You will act as the ‘face’ of our business and ensure all visitors receive a heartwarming welcome. You will also coordinate all front desk activities, including calls, reservations, guests services and daily schedules..
As an Office Supervisor, you should combine a pleasant personality with a dynamic professional attitude to supervise and lead our team. Our ideal candidate can deal efficiently with complaints and has a solid customer service approach, being a great role model for all team members. Assume the role of the General manager temporarily in their absence. Ultimately, you should be able to ensure our front desk provides professional and friendly service to our guests.
Position Objective
RESPONSIBILITIES
- Welcome and greet guests on arrival in a timely manner
- Check guests in and out of the apartments
- Advising on and arranging reservations and accommodation
- Attend to and action guest requests within a timely manner
- Handle complaints and specific customer requests, quickly, efficiently and courteously.
- Check all future bookings are up to date.
- Answering phone enquiries and reservations
- Responding to email enquiries
- Ensure Pre arrivals and welcome letters are correct and sent out on time.
- Verify accurate room status information is maintained and properly communicated.
- Troubleshoot emergencies/maintenance issues
- Train and support all front office personnel.
- Supervises workloads during shifts.
- Report directly to the General Manager
- Liaise with maintenance for all outstanding issues.
- Ensure company’s policies and security requirements are met
- Ensure implementation of all hotel policies and house rules.
- Maintain working relationships and communicate with all departments.
- Update group information. Maintain, monitor, and prepare group requirements. Relay information to appropriate personnel.
- Work within the allocated budget for the front office.
- Wear the proper uniform at all times. Ensure all employees wear proper uniforms at all times.
- Ensure logging and delivery of all messages, packages, and mail in a timely and professional manner.
- Ensure that employees are, at all times, attentive, friendly, helpful and courteous to all guests, managers and other employees.
- Monitor all V.I.P 's special guests and requests.
- Maintain required pars of all front office and stationary supplies.
- Review Front office log book
- Brief staff daily
- Ensure front desk is tidy and has all necessary stationery and material (e.g. pens, forms and informative leaflets)
- Monitor stock and order supplies for office, housekeeping and maintenance
- Update the General Manager on a weekly basis for all ongoing concerns and relevant matters.
- Other duties as required by management.
REQUIREMENTS
- Proven work experience as a strong team leader and senior hospitality employee
- Hands-on experience with office machines (e.g. computers and printers)
- Thorough knowledge of customer service, office management and basic bookkeeping procedures
- Proficiency in English (oral and written)
- Solid knowledge of RMS Booking System, Flex keeping, MS Office, particularly Excel and Word - Google Versions
- Excellent communication and people skills
- Good organisational and multitasking abilities
- Problem-solving skills
- Strong work ethic and compassionate leadership skills
You will act as the ‘face’ of our business and ensure all visitors receive a heartwarming welcome. You will also coordinate all front desk activities, including calls, reservations, guests services and daily schedules..
As an Office Supervisor, you should combine a pleasant personality with a dynamic professional attitude to supervise and lead our team. Our ideal candidate can deal efficiently with complaints and has a solid customer service approach, being a great role model for all team members. Assume the role of the General manager temporarily in their absence. Ultimately, you should be able to ensure our front desk provides professional and friendly service to our guests.
Position Objective
RESPONSIBILITIES
- Welcome and greet guests on arrival in a timely manner
- Check guests in and out of the apartments
- Advising on and arranging reservations and accommodation
- Attend to and action guest requests within a timely manner
- Handle complaints and specific customer requests, quickly, efficiently and courteously.
- Check all future bookings are up to date.
- Answering phone enquiries and reservations
- Responding to email enquiries
- Ensure Pre arrivals and welcome letters are correct and sent out on time.
- Verify accurate room status information is maintained and properly communicated.
- Troubleshoot emergencies/maintenance issues
- Train and support all front office personnel.
- Supervises workloads during shifts.
- Report directly to the General Manager
- Liaise with maintenance for all outstanding issues.
- Ensure company’s policies and security requirements are met
- Ensure implementation of all hotel policies and house rules.
- Maintain working relationships and communicate with all departments.
- Update group information. Maintain, monitor, and prepare group requirements. Relay information to appropriate personnel.
- Work within the allocated budget for the front office.
- Wear the proper uniform at all times. Ensure all employees wear proper uniforms at all times.
- Ensure logging and delivery of all messages, packages, and mail in a timely and professional manner.
- Ensure that employees are, at all times, attentive, friendly, helpful and courteous to all guests, managers and other employees.
- Monitor all V.I.P 's special guests and requests.
- Maintain required pars of all front office and stationary supplies.
- Review Front office log book
- Brief staff daily
- Ensure front desk is tidy and has all necessary stationery and material (e.g. pens, forms and informative leaflets)
- Monitor stock and order supplies for office, housekeeping and maintenance
- Update the General Manager on a weekly basis for all ongoing concerns and relevant matters.
- Other duties as required by management.
REQUIREMENTS
- Proven work experience as a strong team leader and senior hospitality employee
- Hands-on experience with office machines (e.g. computers and printers)
- Thorough knowledge of customer service, office management and basic bookkeeping procedures
- Proficiency in English (oral and written)
- Solid knowledge of RMS Booking System, Flex keeping, MS Office, particularly Excel and Word - Google Versions
- Excellent communication and people skills
- Good organisational and multitasking abilities
- Problem-solving skills
- Strong work ethic and compassionate leadership skills
