Front Desk Supervisor
7 days ago
Job Summary
We are seeking a highly skilled and experienced Front Desk Supervisor to join our team at Graduate Hotels. As a key member of our Front of House team, you will be responsible for providing exceptional service to our guests and ensuring that our hotel operates at the highest level.
Responsibilities
- Act as a Service Champion for the Front of House, ensuring that service provided to guests is at the highest level.
- Supervise the Front Desk Team Members, conducting team briefings and debriefings, and delegating specific tasks at the start and end of every shift.
- Assist in the induction of new Team Members to create a great new starter experience.
- Review guest satisfaction results and property audits to identify areas of improvement.
- Supervise daily shift process, ensuring all Team Members adhere to standard operating procedures.
- Act as Hotel Duty Manager when assigned Duty Manager shifts.
- Greet guests as they arrive, focusing on personal recognition in a warm and authentic manner.
- Ensure a high level of product knowledge of the hotel and surrounding area.
- Train, coach, and mentor the Front of House Team Members to ensure a quality operation and service.
- Resolve guest issues or complaints efficiently to maintain a high level of customer satisfaction and quality service.
- Review arrival list daily, communicate with other departments to ensure welcome amenities are prepared, assembled and delivered.
- Be familiar with VIPs arriving for the day and communicate these at daily hotel briefings.
- Ensure supervisor and daily checklist is carried out/handover of shifts.
- Allocate rooms to expected arrivals after checking the guest's preferences and special requests.
- Answer the telephone within three rings with a smile and answer questions accordingly or transfer as needed to the relevant department.
- Responsible for issued cash float - count float during shift.
- Ensure that all cash drops are done in accordance with the cash handling procedures and report all cash over/shorts to management.
- Ensure the lobby area and outside of the hotel are looking presentable and welcoming.
- Check Alice regularly for guest requests/Maintenance issues/communication between departments.
- Other duties as assigned.
Requirements
- Minimum of 1-year in a similar supervisory role within the Hotel Industry.
- Ability to communicate effectively in English, both verbally and in writing.
- Strong leadership and time management skills.
- Ability to use, train & report on Opera - PMS (desirable).
- Ability to exceed expectations of guests and team members.
- Ability to work shifts, weekends, and bank holidays.
Perks
- Company Discount on rooms plus free night stays each year.
- Generous recommend a friend scheme.
- Access to discounts and cashback through a huge range of retailers and service providers via our online benefits portal.
- Access to a 24/7 Employee Assistance Program.
- Discounts on the hotel food & beverage.
- Recognition incentives.
- Complimentary meal on duty in the Team Member canteen.
- Parking for cars, mopeds, scooters and bicycles.
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