Front Office Supervisor

7 months ago

Hayes, United Kingdom Sheraton Skyline Hotel Full time

We are part of one of the worlds leading Global hotel companies, Marriott International. With over 8000 properties world wide, the promotion and development opportunities within the company are immense. **The Sheraton Skyline is a 350 bedroom hotel, based on the perimeter of Heathrow Airport.**
- The following are specific responsibilities and contributions critical to the successful performance of the position:_

The following are specific responsibilities and contributions critical to the successful performance of the position:

- Responsible for the smooth, Efficient and professional operation of all front office and switchboard areas.
- All Department KPI’s are 100% complaint(GSS/Mobile check-in/Upsells/Enrollments/BSA Audit
- Ensures that all procedures and policies are in place and followed.
- Conducts audit and controls on a regular basis. Communicates with accounting in case of any irregularities; and coaches and counsels associates whenever appropriate.
- Ensures good communications between the departments.
- Strictly follows bank-out procedures and cash handling procedures.
- Ensures confidentiality of User Log-Ons. Ensure that users are logged out when leaving the area.
- Train and develop associates to the highest possible extent. Ensures that daily training is provided for technical, hospitality, communication, management, and organizational skills.
- Leads by example: Provides a high-quality service and aggressive hospitality towards all customers.
- Ensures that recognition programs for both guest and associates are in place and working.
- Uses TQM tools and empowerment to make decisions leading towards total customer satisfaction.
- Controls costs effectively to meet budget guidelines. Has control system in place for all controllable costs and man hours.
- Communicates with front desk managers and front desk supervisors about daily audits and controls, so all are informed about proper procedures.
- Initiates additional tasks to improve existing procedures and guest satisfaction.
- Resolves system problems and can operate the system manually. Can lead the staff through a down time.
- Initiates monthly meetings in the department. Attend staff meetings, operations meetings, forecast meetings and sales strategy meetings.
- Is in the guest area during high traffic times to assist the front office associates and to ensure smooth operations.
- Have plans and actions in place to meet goals and mission of the company and the hotel.
- Sets a positive example for guest relations.
- Participates in department meetings and continually communicates a clear and consistent message regarding the Front Desk goals to produce desired results.
- Empowers associates to provide excellent customer service within guidelines.
- Handles guest problems and complaints seeking assistance from supervisor as necessary.
- Coaches, counsels and encourages associates.
- Handles associate questions and concerns.
- Strives to improve service performance.
- Interacts with guests to obtain feedback on product quality and service levels.
- Supervises all areas of the Front Office in the absence of the Front Office Duty Manager.
- Supervises staffing levels to ensure that guest service, operational needs and financial objectives are met.
- Provides feedback to individuals based on observation of service behaviors.
- Performs all duties at the Front Desk as necessary.
- Supervises daily Front Desk shift operations.
- Understands the functions of the Bell Staff, Switchboard and Concierge/Guest Services operations.
- Complies with loss prevention policies and procedures.
- Participates in an ongoing associate recognition program.
- Trains staff on adherence to all credit policies and procedures to reduce bad debts and rebates.
- Conducts training when appropriate.
- Assists in the review of comment cards and guest satisfaction results with associates.
- Supervises same day selling procedures to maximize room revenue and hotel occupancy.
- Ensures associates have the proper supplies and uniforms.

**Safety and Security**
- Follow property specific procedures for handling emergency situations (e.g., evacuations, medical emergencies, natural disasters).
- Maintain awareness of undesirable persons on property premises.
- Report work related accidents, or other injuries immediately upon occurrence to manager/supervisor.
- Follow company and department safety and security policies and procedures to ensure a clean, safe, and secure environment.
- Identify and correct unsafe work procedures or conditions and/or report them to management and security/safety personnel.

**Policies and Procedures**
- Protect the privacy and security of guests and co-workers.
- Maintain confidentiality of proprietary materials and information.
- Follow company and department policies and procedures.
- Ensure uniform, nametags, and personal appearance are clean, hygienic, professional and in compliance with company policies and procedures.
- Protect company tool

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