FRONT OFFICE SUPERVISOR

Job description

Key tasks

Replacement and Temporary Mission
The Front Desk Supervisor can take other responsibilities according to the Management requirement.
Any description related to Front Desk Supervisor not mentioned in this listing remains under the sole responsibility of Duty Manager.
Customer relations
• Ensures that all Front Desk personnel welcoming guests as soon as they arrive with great care and attention.
• Encourages customer loyalty by building friendly, personalised relationships
• Ensures that administrative procedures never take priority over guest relations
• Anticipates guests' needs and takes them into consideration
• Handles any guest complaints and/or remarks; provides a response as soon as possible, respecting the Ibis 15-minute contract
• Has an impeccable attitude which conveys the image of the brand and hotel
Professional techniques / Production
• Assists for all VIP's treatments and ensures that they feel comfortable and welcome on arrival to the hotel.
• Is responsible for the security control of all hotel keys whilst on duty.
• Is responsible for attending to, resolving or acting upon any alarms or security breaches that may occur whilst on duty.
• Oversees that the Receptionist shift procedures/duties are completed on time and are procedurally correct.
• Ensures that computer reports are done as scheduled.
• Ensures that on-going pertinent/relevant logbook communication to other shifts is maintained.
• Assists all area in the Front Office Department as required i.e. Operator, Reservations, Reception, Concierge, Business Center, Bell Desk.
• Checks and ensures that all rooms/suites assigned for VIPs are in order and the respective amenities are placed in the room/suites before arrival.
• Supervises that all FO staff is correctly uniformed According to Hotel Standard.
• Supervises that end of shift balances for outlets are completed on time and are in balance.
• Ensures that he/she is constantly aware of and `up-to-date' with all happenings and operations within the hotel. It is vital that she/he has an obvious presence throughout the hotel, and be visible and moving through public areas and departments continually whilst on duty.
• Ensures clear and constant communication lines are kept with all staff and hotel departments.
• Provides change to other departments and the correct balancing of the main safe float.
• Acquires through training provided a comprehensive knowledge of the hotel’s Property Management System (CLS), Telephone System, internet System and in-house presentation System.
• Adheres to the hotel staff rules and regulations as detailed in the hotel’s staff handbook.
• Oversees the daily movement of guest activities and be able to resolve any guest complaints and to establish an amicable Relationship with guests, clients of the Hotel.
• Through close supervision, recommends improvement in operation, especially in the aspects of developing better service standards, increasing revenue and reducing costs. • Conducts regular operational meetings to review, monitor, adjust and upgrade the performance of the Front Office as a whole, explaining new directions and policies and procedures at the same time.
Commercial / Sales
• Promotes the range of services offered by the hotel to increase sales
• Applies and actively supports the hotel's pricing policy in order to increase REVPAR
• Promotes the brand and/or Group loyalty programme, adapting the sales pitch to suit the guest's needs
• Encourages synergy within the marketplace by applying the inter-hotel coordination policy. Advises guests on potential trips to other Accor hotels.
Management and administration
• Ensures all staff on duty are at all times immaculately groomed and wear correct and complete uniform and all staff are present at scheduled times.
• Must be fair and just in any staff disciplinary action required whilst on duty.
• Ensures that all staff behavior, personal grooming and service skills are in line with the hotel’s standards.
• Reports directly to the Duty Manager.
• Maintains close working relationships with other departments and attends any meetings in the absence of the Duty Manager as required.
• Performs other related duties and special projects as required by the Duty Manager.
Hygiene / Personal safety / Environment
• Ensures that the workplace remains clean and tidy
• Knows and applies the hotel's security regulations (in case of fire etc)
• Ensures the safety of the people and property within the hotel
• Applies the ISO 9001 quality certification requirements that impact his/her role
• Respects the hotel's commitments to the 'Environment Charter' (saving energy, recycling, sorting waste etc) and meets Ibis' ISO 14001 environmental commitments as applicable to the role, if the hotel is involved in the programme

Reporting line
Duty Manager

Skills / Qualities
• Good leadership, interpersonal skills, guest oriented and service minded
• Team spirit
• Good listening skills and ability to anticipate
• Good presentation and confident speaking skills
• Dynamic
• Sales oriented

ibis Styles and its people

Simplicity
Working procedures are simple and thorough.
The uniform is relaxed and comfortable.

Quality
Extended multi-skill training designed to create all-round.

Sociability and accessibility
Hotels on the human scale: every manager is accessible to staff and leads his or her team as a family.
The customers are accessible, the contacts are numerous and pleasant.

Desired profile

Skills

Level of Education Bachelor / Licence
Areas of study Hospitality Management
Professional experiences 1 to 2 years
Languages essential Bahasa Indonesia (Primary tongue)
Optional languages English (Working level)

Essential and optional requirements

·  Excel
·  Power Point
·  Word
·  FOLS