フロント・オフィス・スーパーバイザー | Front Office Supervisor

Job description

Company Description

 Join Swissôtel Nankai Osaka – A World of Opportunity in the Heart of Osaka 

Be part of the Accor hotel group with over 5,700 properties in 110 countries. Located above Nankai Namba Station, our 36-storey premium hotel features 546 rooms, 9 dining venues, dedicated spaces for events, weddings, and wellness. 

As the first IGLTA-accredited hotel in Asia, we’re proud to lead in diversity and inclusion, and we’re always looking for passionate, talented individuals to join our team. 

Explore your future in hospitality – discover more about Swissôtel Nankai Osaka here . 

Job Description

·  Understands and adheres to all hotel policies, procedures, and relevant laws.
·  Carries out instructions as directed by Senior Management.
·  Maintains up-to-date knowledge of hotel services, facilities, promotions, and daily operations.
·  Represents the hotel with a positive, professional attitude and appearance.
·  Builds strong relationships with guests and colleagues by delivering and exceeding expectations through the Heartist approach.
·  Maintains grooming and hygiene in line with Accor standards.
·  Protects guest confidentiality at all times.
·  Reports hazards, risks, or accidents promptly.
·  Complies with all Occupational Health and Safety regulations.
·  Answers incoming calls within three rings using the Accor greeting standard.
·  Regularly reviews personal and departmental performance based on I-QA and RPS results.
·  Delivers a consistent 5-star Heartist experience through professional conduct, guest name usage, and eye contact.
·  Provides accurate and detailed information in response to guest enquiries.

 

·  ホテルのすべての方針、手順、関連法規を理解し、遵守する。
·  シニアマネジメントの指示を的確に実行する。
·  ホテルのサービス、施設、プロモーション、日常業務に関する知識を常に最新の状態に保つ。
·  前向きでプロフェッショナルな態度と身だしなみでホテルの良い印象を与える。
·  ハーティストのアプローチを通じて、ゲストや同僚の期待に応え、それを上回る関係を築く。
·  アコーの身だしなみ基準に従い、常に清潔で整った状態を保つ。
·  ゲストの個人情報を厳重に管理し、守秘義務を徹底する。
·  危険・リスク・事故を確認した場合は、速やかに報告する。
·  労働安全衛生に関するすべての法規を遵守する。
·  アコーの挨拶基準に従い、3コール以内に電話に応答する。
·  I-QAおよびRPSの結果を基に、自身と部署の業務を継続的に見直す。
·  常にプロフェッショナルな対応で、ゲストの名前を用い、目線を合わせながら5つ星のハーティスト体験を提供する。
·  ゲストからの問い合わせに対し、正確かつ丁寧な情報を提供する。

Qualifications

·  Previous customer related experience an asset
·  Excellent oral & written communication and interpersonal skills; Spoken English and Japanese is mandatory and additional languages (Chinese) an asset.
·  This is a 24/7 operation and all personnel are expected to adjust work hours to the needs of the business. Some position will include late nights, weekend and holiday work.
·  Position requires continuous standing and walking throughout the shift. Strong knowledge of computer systems required, OPERA (or similar) and additional languages are an asset
·  Exceptional time management and multi-tasking skills.
·  Strong interpersonal and problem solving abilities
·  Occasional lifting and carrying up to 20 kg
·  Highly responsible & reliable
·  Ability to work well under pressure in a fast paced environment
·  Ability to work cohesively with fellow colleagues as part of a team
·  Ability to focus attention on guest needs, remaining calm and courteous at all times
·  優れた口頭および書面でのコミュニケーション能力、対人関係スキル。
·  年中無休24時間体制で業務を行うため、業務のニーズに合わせて勤務時間を調整することが求められます。深夜、週末、祝日の勤務もあります。
·  シフト中は立ちっぱなし、歩きっぱなしです。コンピューターシステムの知識が必要で、OPERA（または類似のもの）やその他の言語があれば尚可
·  時間管理とマルチタスクのスキルが卓越していること。
·  強力な対人能力および問題解決能力
·  20kgまでの荷物を持ち上げたり運んだりすることがある
·  高い責任感と信頼性
·  ペースの速い環境でプレッシャーに負けずに働く能力
·  チームの一員として同僚と団結して働く能力
·  常に冷静かつ礼儀正しく、ゲストのニーズに注意を集中する能力

Additional Information

· 
Treat yourself to discounted vacation breaks, with an employee benefit card honoured in 4,700+ Accor properties plus 100+ partner offers worldwide. 

· 
Celebrate with birthday stays and breakfast, anniversary vouchers for up to 4 free nights at 25+ Swissôtel hotels worldwide, plus 50% off dining at Swissôtel Nankai Osaka. 

· 
Supercharge your skills with Accor Academie’s 40-year global learning management system, the world’s leading hospitality school featuring job-specific programs to brand immersion, mentorship and leadership development. 

· 
Climb the ladder within your property or take off worldwide with endless chances to shine and make your mark!