Front Office Supervisor

5 days ago

United Kingdom Anantara The Marker Dublin Hotel Full time
Front Office Supervisor Job Description

This is a fantastic opportunity to join the Anantara The Marker Dublin Hotel team as a Front Office Supervisor. As a key member of the Front Office Department, you will be responsible for ensuring the highest standards of luxury and quality are delivered consistently to our guests.

Key Responsibilities:
  • Liaise with the BOA team to ensure tasks are completed in a timely manner.
  • Take ownership of BOA tasks during the BOA's absence.
  • Assist the MOD in guest satisfaction and recovery.
  • Implement and maintain customer recognition/service programs.
  • Maintain a front-of-house presence by greeting, interacting, and building relationships with guests, clients, and team members.
  • Familiarize and act upon daily, monthly, and yearly KPIs.
  • Assist in handling complaints, settling disputes, resolving grievances, and conflicts.
  • Supervise same-day (up)selling procedures to maximize room revenue and property occupancy.
  • Prepare, implement, review, and train SOPs and standards.
Management Responsibilities:
  • Ensure the hotel achieves Leading Hotels of the World Quality Assurance targets.
  • Deliver excellent care to our guests.
  • Carry out departmental audits to ensure LHQA is achieved by all team members.
  • Ensure the hotel's Vision & Mission statement is communicated to the team.
  • Ensure areas of responsibility are clean and well-maintained.
  • Ensure the ambience in departments is controlled.
  • Report defective materials and equipment to the appropriate departments.
  • Ensure all new initiatives are implemented in the agreed time frame.
  • Ensure personal objectives are set and achieved on a yearly basis.
  • Attend meetings as required.
  • Ensure management presence in all departments at all times.
  • Ensure a consistently high level of security is maintained throughout the Hotel.
  • Monitor all purchasing and costs in the department.
  • Ensure departmental sales are achieved in line with the hotel budget.
  • Accept a flexible work schedule necessary for uninterrupted service to Hotel guests.
  • Provide support where necessary in other areas of the Hotel.
  • Comply with the hotel's cash handling procedures.
  • Drive business results through revenue growth and cost savings efficiency.
People:
  • Assist in the recruitment and selection of team members.
  • Appraise all team members in accordance with the agreed appraisal procedure.
  • Ensure all team members comply with the employee handbook.
  • Manage the Timepoint System for relevant departments.
  • Ensure holidays, bank holidays, and lieu time are managed for all team members.
  • Ensure departmental daily briefings are carried out at relevant times.
  • Chair monthly departmental meetings and ensure team members attend General Team Meetings and ECCM when required.
  • Ensure all team members are rostered in accordance with the Organisation of Working Time Act.
  • Ensure all team members adhere to the hotel's grooming procedures.
  • Identify and develop key team members and develop a succession plan in conjunction with People & Culture.
Leadership Competencies:
  • Self-motivated and sets a positive example for employees.
  • Demonstrates high levels of energy, enthusiasm, and professionalism.
  • Encourages the team towards Hotel and individual objectives and aims.
  • Shows concern for their team members and interacts with them in a positive manner.
  • Provides a great work environment and treats each other with dignity and respect and embracing diversity (TEAM).
  • Demonstrates strong leadership skills and regularly shows an ability to adjust their approach to deal with different people and situations.
  • Communicates in a structured and effective manner with their team.
  • Built and sustains effective relationships with employees and customers.
  • Motivates, inspires, and empowers others to improve performance.
  • Fully knowledgeable and compliant with the Leading Hotels of the World LQA program.

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