Front Desk Supervisor

2 weeks ago

Manchester, United Kingdom RecruitmentService.uk Full time

**Front Desk Supervisor - JD**

Our client The James is a collection of luxurious apartments in the heart of the UK's most prominent regional cities. Their boutique properties welcome guests to elegant suites, fully equipped with modern tech infrastructure, engaging social spaces, andgreat customer service given by committed and motivated individuals.

They're looking for a team player with excellent customer service skills to help them deliver the highest levels of customer satisfaction at our brand new The James Manchester.

**Your Role**

As Front Desk Supervisor, you'll assist the Front of House Manager with administrative and operational tasks. You'll ensure that the Front Desk runs smoothly by processing bookings, handling enquiries, conducting check ins and check outs, as well as dealingwith client complaints and enquiries. You'll motivate the Front Desk team to achieve customer satisfaction, all while assisting the property to achieve all its business goals.

You’ll report to the Front of House Manager in your daily work whilst still working closely with the General Manager and other Departments. As a result, you must be a versatile, easily adaptable, self-motivated, highly organised, customer-driven, commerciallyastute, and reliable individual with a love for the service industry.

**What you’ll be doing**
- Communicate effectively with all members of the team
- Be a brand ambassador and promote standards and expected service levels to increase sales while minimising costs
- Promote The James values and contribute to the maintenance of a strong culture
- Ensure that all company policies are always applied and upheld in a consistent manner
- Learn all relevant systems, including the property PMS and channel manager, booking engines and online distribution channels, and ensure all systems have accurate financial and customer data information
- Provide timely, accurate, and complete reports on the property’s performance to the Front of House Manager
- Establish and nurture key strategic and long-lasting relationships with stakeholders, including suppliers, contractors, travel agencies, event/conference, planners, etc.
- Participate in daily meetings with the team
- Respond appropriately to emergencies or urgent issues as they arise
- Be ready to step into any role as the business and staffing levels dictate
- Ensuring the Front of the House area is neat and tidy
- Handle guest enquiries and response to customers' needs on a timely and professional manner
- Follow up with prospective corporate clients' enquiries and host viewing on-site
- Adhere to brand standards and expected service levels
- Proactively push for revenue growth through upselling of higher category room types at check-in
- Handle guest reservations, guest room payment, check-In, check-out accurately
- Assign room to the guests and ensure the rooms are ready at check-In
- Keep records of the Daily Log, guest preferences and key guest comments
- Develop a positive team-oriented environment that focuses on the guest, through employee development and motivation
- Coach and develop team members to reach their full potential through consistent feedback, and clear expectations
- Ensure that training in service standards is taking place at the Front Desk. using the steps to effective training according to company standards
- Training staff on how to interact with guests and how to handle guest complaints
- Create and manage schedules for hourly employees for the Front Desk team based on employee availability and hotel demand
- Provide a positive guest experience through superior service, with a focus on quality, safety, and strong customer service
- Oversee team performance to ensure an optimal level of service and hospitality are provided to guests
- Evaluate changes to the guests’ needs and provide suggestions for service improvements
- Support a customer-driven operations, leading Front Desk Officers to excel in superior customer care
- Respond efficiently and accurately to guest complaints, demonstrating a commitment to guest services by responding to guest needs. Report to Front of House Manager for key issues
- Monitor guest satisfaction through the appropriate channels
- Co-ordinate with Housekeeping and Hotel Maintenance Team on room maintenance
- Actively eview and maintain accuracy in distribution channels, e.g. OTAs and their interface with the PMS

**Your Background & Skills**
- Excellent interpersonal skills, with hands-on Front Desk operation experience
- Minimum of two years of supervisory experience in Front Desk in hospitality (hotels or serviced apartments)
- Excellent communication (written and oral) and listening skills
- Outstanding people and guests handling skills; strong teamwork and team leadership skills; cooperative working style
- Basic knowledge of Health & Safety and Fire regulations
- Initiative and resourcefulness: ability to make things happen in creative ways
- Ability to negotiate, persuade, and sell
- Excellent problem solving and decision-making skills
- Must be effective in handling problems, including anticipating, preventing, identifying, and solving problems as necessary
- Positive, result-oriented, can-do attitude, sharing perspectives to achieve personal and organisational targets
- Working knowledge of MS Office, Google Suite, hotel PMS (Siteminder’s Little Hotelier)
- Ability to work under pressure and deal with deadlines and stressful situations
- Strong professional image
- Must be able to multitask and meeting deadlines
- Proficiency in another language - this is not essential but could be an advantage

**Working Hours**

Ability to work in shifts (from 7am until 4pm, 11am until 8pm or 2pm until 11 pm), with an hour break, but there will be late nights, overnights and weekends too.

**Salary**

Competitive base salary plus bonus based on performance

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