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Front Office Supervisor

2 months ago

Aberdeen, Aberdeen City, United Kingdom RBH HOTELS UK LTD Full time
Front Office Supervisor Job Description

At RBH Hotels UK LTD, we're passionate about delivering exceptional service to our guests. As a Front Office Supervisor, you'll play a key role in ensuring our hotel's front office team provides a high standard of service.

Key Responsibilities:
  • Deliver exceptional customer service to all hotel guests, ensuring their needs are met and exceeded.
  • Manage and motivate the front office team to provide a high standard of service, ensuring excellent standards of customer service are delivered.
  • Responsible for managing staffing schedules, shift changes, and payroll, ensuring the department runs smoothly and efficiently.
  • Provide feedback to team members on their performances and areas for improvement, helping them to grow and develop in their roles.
  • Responsible for scheduling front desk meetings to identify and resolve operational issues, accounting variances, and housekeeping discrepancies.
  • Stay current with all hotel services, including VIP requests and special events, ensuring our guests receive the best possible experience.
  • Project a professional manner with an emphasis on hospitality and guest service, ensuring our hotel's reputation is upheld.
  • Ensure the department delivers a consistently high standard of guest service, meeting and exceeding our hotel's standards.
  • Liaise with operational departments through daily huddles and in-person meetings to ensure they are up to date on guest feedback and hotel business.
  • Supervise hotel guest feedback portals, including direct correspondence, SALT, and 3rd party internet review sites, ensuring our guests' voices are heard.
  • Compile regular updates on guest feedback to Hotel's Senior Management Team, helping us to identify areas for improvement.
  • Responsible for day-to-day queries, complaints, and issues that arise in the hotel, ensuring our guests receive a prompt and professional response.
  • Attend scheduled Operations and Head of Department meetings in absence of the Front Office Manager, ensuring our hotel's operations run smoothly.
  • Ensure reasonable care is taken for the Health and Safety of yourself, team members, guests, and contractors in the hotel premises.
  • Provide cover on the hotel's POD team, ensuring our guests receive the best possible service.
  • Proactively seek opportunities and ways to maximise revenue and develop service delivery, helping our hotel to grow and succeed.

We offer a range of benefits to our employees, including discounted hotel room rates, extra days holiday for your birthday, flexible working arrangements, pension, and free meals on duty. To learn more about our full benefits package, click here to watch our employee benefits video.

RBH Hotels UK LTD is an equal opportunity employer, committed to diversity and inclusion in the workplace.