Front Desk Supervisor, Savoy Hotel

Job Title: Front Desk Supervisor

Department: Front Office

Inspired and Supported by: Reception Manager

Salary: 40956 (including service charge)

Your purpose will be:

To support the FOH leadership to ensure consistency and excellence in service standards in the front office. To oversee the daily operation and to drive quality through support development and training of the Guest Executives and Guest Experience Assistants.

Scope & purpose of the position:

The candidate will assist the Front Desk management team to coordinate oversee and successfully accomplish all Reception related operations. The candidate will be responsible for blocking guest rooms and coordinating all room allocations and guest special preferences with Housekeeping Food and Beverage Communications Engineering and other departments in order to achieve maximum customer satisfaction while complying with all The Savoy Hotel policies.

Special Requirements:

We are looking for an exceptional individual with Front Office experience at day and/or night. The candidate will require proven skills to liaise with different departments in order to achieve and exceed guest expectations. The Reception Coordinator must be hands on and provide the direction required to motivate the team and ensure the smooth efficient and to standard operation of the department.

The candidate must have an excellent rapport and be a contact for our guests. Expertise in using Opera is required. Fluency in written and spoken English is required. A second language is preferred.

Your key responsibilities & contribution will be:

• Successfully coordinates the daily arrivals with all pertinent departments in the hotel (Housekeeping Room Service Engineering any F&B outlet PBX or any other area required) so that room allocations for all guests are accurate and that special requests and preferences are set prior to the guest arrival.
• Utilises a variety of computer systems (Hot Sos Royal Services Opera Microsoft 365) to check guests in and out run daily reports and select and block rooms for arriving guests.
• Manage the room inventory in order to best accommodate guests preferences while maximizing the revenue at the front office.
• Prioritises room allocations based on guest arrival times utilising and communicating Queue rooms with Housekeeping wait times and VIP or special attention status in order to create a smooth arrival and departure experience.
• Ensure effective execution of VIP Limousine and group arrivals procedures.
• Assures that all financial and credit procedures are followed. Follows up on credit problems with Front management and/or Credit Manager.
• Assists in resolving customer complaints and guest interactions with the highest level of hospitality and professionalism accommodating special requests whenever possible; assists customers in all enquiries in connection with hotel services hours of operations key hotel personnel in-house events directions etc.
• Responds to all guest requests in an accurate and timely manner. Interaction with guest will be in person and by phone.
• Checks guest in and out in an efficient and friendly manner using guest name whenever possible.
• Assures that guest is assigned type of room requested and the correct rate is charged. Arranges for luggage to be delivered to guest room. Issues correct keys to the guest. Checks out guest at end of stay.
• Ascertains guest satisfaction collects keys posts late charges and presents bill to guest. Settles bill accurately through credit card or cash transaction.
• Accepts reservations changes and cancellations in the absence of Reservations Department Staff. Can answer guest calls and direct them appropriately in the absence of a Communications Operator.
• The ability to conduct full daily AM and PM shift briefings.
• To assist all members of staff with training to achieve the standards set by The Savoy and to keep records of training whenever requested by the Front Desk Management.
• To maintain maximum occupancy within the hotel avoiding overbooked situations and maintaining the correct guest mix.
• To check in detail each days arrivals list for VIPs celebrities and regular guests ensuring they have their requested accommodation…