Front Desk Supervisor, The Savoy

6 months ago

London, United Kingdom The Savoy Full time

Company Description

The Savoy, a Fairmont Managed Hotel, is one of the world's most iconic hotels. A renowned leaders in the hospitality industry, The Savoy has a reputation for outstanding service and excellence. Originally built in 1889, the hotel has a rich history and has played host to royalty, world leaders and legends of the stage and screen. Today, colleagues pride themselves on being innovative and inspirational, delivering the very best in five star luxury. Passionate about developing and promoting talent, The Savoy offers unwavering support and recognition to colleagues, as well as having a very competitive benefits plan.

**Job Description**:
Job Title: Front Desk Supervisor

Department: Front Office

Inspired and Supported by: Assistant Front of House Manager

**Salary**: £36,680

Your purpose will be:
To support the FOH leadership to ensure consistency and excellence in service standards in the front office. To oversee the daily operation and to drive quality through support, development and training of the Guest Executives and Guest Experience Assistants.

Scope & purpose of the position:
Special Requirements:
Your key responsibilities & contribution will be:

- Successfully coordinates the daily arrivals with all pertinent departments in the hotel (Housekeeping, Room Service, Engineering, any F&B outlet, PBX or any other area required) so that room allocations for all guests are accurate and that special requests and preferences are set prior to the guest arrival.
- Utilises a variety of computer systems (HotSos, Royal Services, Opera, Microsoft 365) to check guests in and out, run daily reports and select and block rooms for arriving guests.
- Manage the room inventory in order to best accommodate guests preferences while maximizing the revenue at the front office.
- Prioritises room allocations based on guest arrival times, utilising and communicating Queue rooms with Housekeeping, wait times and VIP or special attention status in order to create a smooth arrival and departure experience.
- Ensure effective execution of, VIP Limousine and group arrivals procedures.
- Assures that all financial and credit procedures are followed. Follows up on credit problems with Front management and/or Credit Manager.
- Assists in resolving customer complaints and guest interactions with the highest level of hospitality and professionalism, accommodating special requests whenever possible; assists customers in all enquiries in connection with hotel services, hours of operations, key hotel personnel, in-house events, directions, etc.
- Responds to all guest requests in an accurate and timely manner. Interaction with guest will be in person and by phone.
- Checks guest in and out in an efficient and friendly manner, using guest name whenever possible.
- Assures that guest is assigned type of room requested and the correct rate is charged. Arranges for luggage to be delivered to guest room. Issues correct keys to the guest. Checks out guest at end of stay.
- Ascertains guest satisfaction, collects keys, posts late charges and presents bill to guest. Settles bill accurately through credit card or cash transaction.
- Accepts reservations, changes and cancellations in the absence of Reservations Department Staff. Can answer guest calls and direct them appropriately in the absence of a Communications Operator.
- The ability to conduct full daily AM and PM shift briefings.
- To assist all members of staff with training to achieve the standards set by The Savoy and to keep records of training whenever requested by the Front Desk Management.
- To maintain maximum occupancy within the hotel, avoiding overbooked situations and maintaining the correct guest mix.
- To check in detail each day’s arrivals list for VIPs, celebrities and regular guests, ensuring they have their requested accommodation and special services checked and receive complimentary items as ordered and on time.
- To liaise with the Housekeeping department to ensure that rooms are ready for new arrivals and that any special requests are met.
- To be responsible for all departmental equipment and stationery, co-ordination and maintenance of this as required, ensuring adequate departmental supplies and a strict cost control.
- To ensure adherence by all staff within the department to all Health and Safety Regulations and Fire and Bomb Procedures.
- To assist the Front Desk Management Team by personally ensuring the hotel’s credit procedures are in place and are fully understood and practiced by all Front Office staff.
- To assist in maintaining all current and past records in an efficient manner and to ensure that all necessary information is available and/or properly stored in a secure place for the required timeframe.
- To assist in co-ordinating all group bookings, working closely with Conference Services.
- Coordinates arrivals, departures and billing requirements. Blocks rooms for arrivals and ensures any discrepancies are resolved. Reviews

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