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Front Desk Supervisor

2 months ago

Cambridge, Cambridgeshire, United Kingdom Graduate Hotels Full time

ROLE 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 ensuring that our guests receive exceptional service and 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.

WHAT WE ARE LOOKING FOR FROM YOU

  • 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.

THE 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.