Front Office Supervisor

Job summary
Function: Positively lead the team by example, in a warm and friendly manner.
Purpose: To consistently ensure team are adhering to standards and therefore improving the guest experience.

It is your chance to be part of something truly special.

Main Duties and responsibilities:
1 To always put guests ‘first’, ensuring at all times to meet and exceed their expectations and needs. 2 To create a welcoming atmosphere for the guests.
3 To greet and welcome all guests.
4 To ensure all team members are welcoming guests by their name, once it has been established.
5 To always display a caring, responsive and professional attitude
6 To exercise empowerment in handling guest complaints, and taking corrective action, such as allowing certain charges off the guest's account. Recording this action in the guest's history and reporting it to Front Office Management when needed.
7 To answer all telephone calls within three rings.
8 To answer all guest queries in the most professional manner with regard to facilities, services and other features of The Landmark London.
9 To be familiar with the department’s Standard Operating Procedures, as well as the LQA and AA Standards. .
10 To accurately complete check-ins and checkouts according to established procedures.
11 To escort guests to their rooms, and familiarise them with facilities and services, hence, cross-selling other departments.
12 To brief the team at the beginning of each shift about the reservation situation, any special arrivals, VIPs, special occasions, and functions in the hotel.
13 To supervise the Front Office Clerks in their work, ensuring maximum performance, good time keeping and ensuring they are displaying company behaviours at all times.
14 To ensure adequate coverage of the Front Desk at all times, organising team member breaks and meal periods.
15 To clearly communicate the daily up-selling targets in combination with the length of time that rooms are available.
16 To ensure that up selling takes place and those opportunities are being seized. To be a Key Driver for up selling and to coach and meet forecast by motivating the team.
17 To control the allocation of rooms and suites, ensuring all requests are met, and that guests are accommodated in the minimum possible time.
18 To ensure that rooms are put on priority and communicated to Accommodation Services, should a guest arrive and no adequate room is available.
19 To ensure effective communication with the Accommodation Services department regarding special requests, suites, connecting rooms and accessible rooms.
20 To check all registration cards for new arrivals, and ensure that the registration cards from departures are properly stored and controlled.
21 To maintain a cash float at designated level by daily submission of a deposit to the General Cashier or completion of a due back.
22 To be responsible for cash floats, reporting shortages/overages to the Front Office Manager, Assistant Director of Rooms and the General Cashier.
23 To reimburse the Hotel the amount of any unresolved shortages.
24 To be completely knowledgeable with the types of guest rooms and their configuration, as well as the rates for each.
25 To be familiar with other Front of House departments such as Switchboard, Concierge and Guest Relations.
26 To be conversant with the PMS reservation system, control and take daily reservations. Maintaining a current and accurate count of rooms sold and rooms available. Communicate any deviations and courses of action to the Revenue Centre.
27 To ensure that late checkouts are monitored and kept to a minimum – subject to room availability and business needs, and where applicable ensure correct charges are posted.
28 To provide a complete and detailed handover for the on-coming shift.
29 To participate in cross training programmes in Advanced Reservations, Concierge, Health Club, Security, and Switchboard, to ensure selfdevelopment, and in accordance with PDP.
30 To attend and participate in the weekly Shiftleaders meeting, taking minutes and distribute accordingly when necessary.
31 To adhere to health and safety and fire and bomb procedures set out by the Hotel.

Job summary
Function: Positively lead the team by example, in a warm and friendly manner.
Purpose: To consistently ensure team are adhering to standards and therefore improving the guest experience.

It is your chance to be part of something truly special.

Main Duties and responsibilities:
1 To always put guests ‘first’, ensuring at all times to meet and exceed their expectations and needs. 2 To create a welcoming atmosphere for the guests.
3 To greet and welcome all guests.
4 To ensure all team members are welcoming guests by their name, once it has been established.
5 To always display a caring, responsive and professional attitude
6 To exercise empowerment in handling guest complaints, and taking corrective action, such as allowing certain charges off the guest's account. Recording this action in the guest's history and reporting it to Front Office Management when needed.
7 To answer all telephone calls within three rings.
8 To answer all guest queries in the most professional manner with regard to facilities, services and other features of The Landmark London.
9 To be familiar with the department’s Standard Operating Procedures, as well as the LQA and AA Standards. .
10 To accurately complete check-ins and checkouts according to established procedures.
11 To escort guests to their rooms, and familiarise them with facilities and services, hence, cross-selling other departments.
12 To brief the team at the beginning of each shift about the reservation situation, any special arrivals, VIPs, special occasions, and functions in the hotel.
13 To supervise the Front Office Clerks in their work, ensuring maximum performance, good time keeping and ensuring they are displaying company behaviours at all times.
14 To ensure adequate coverage of the Front Desk at all times, organising team member breaks and meal periods.
15 To clearly communicate the daily up-selling targets in combination with the length of time that rooms are available.
16 To ensure that up selling takes place and those opportunities are being seized. To be a Key Driver for up selling and to coach and meet forecast by motivating the team.
17 To control the allocation of rooms and suites, ensuring all requests are met, and that guests are accommodated in the minimum possible time.
18 To ensure that rooms are put on priority and communicated to Accommodation Services, should a guest arrive and no adequate room is available.
19 To ensure effective communication with the Accommodation Services department regarding special requests, suites, connecting rooms and accessible rooms.
20 To check all registration cards for new arrivals, and ensure that the registration cards from departures are properly stored and controlled.
21 To maintain a cash float at designated level by daily submission of a deposit to the General Cashier or completion of a due back.
22 To be responsible for cash floats, reporting shortages/overages to the Front Office Manager, Assistant Director of Rooms and the General Cashier.
23 To reimburse the Hotel the amount of any unresolved shortages.
24 To be completely knowledgeable with the types of guest rooms and their configuration, as well as the rates for each.
25 To be familiar with other Front of House departments such as Switchboard, Concierge and Guest Relations.
26 To be conversant with the PMS reservation system, control and take daily reservations. Maintaining a current and accurate count of rooms sold and rooms available. Communicate any deviations and courses of action to the Revenue Centre.
27 To ensure that late checkouts are monitored and kept to a minimum – subject to room availability and business needs, and where applicable ensure correct charges are posted.
28 To provide a complete and detailed handover for the on-coming shift.
29 To participate in cross training programmes in Advanced Reservations, Concierge, Health Club, Security, and Switchboard, to ensure selfdevelopment, and in accordance with PDP.
30 To attend and participate in the weekly Shiftleaders meeting, taking minutes and distribute accordingly when necessary.
31 To adhere to health and safety and fire and bomb procedures set out by the Hotel.