The Front Office Supervisor, reporting directly to the Front Office manager, mainly supervises the front office team members to ensure efficient and smooth operations for producing excellent feedbacks and guest satisfaction.
She / he also assists the Front Office Manager while providing attentive, courteous, and efficient service to all guests, prior to arrival and throughout their stay, while maximizing room revenue and occupancy.
Reviews Front Office log and Trace File Daily
Assists the Front Office Manager in ensuring that team members are following and maintaining standards (i.e. answering phones, call-
backs to guests, guest request log, grooming standards etc.)
Takes responsibility in the absence of the duty Manager / Front Office Manager.
Provides responsibility in the absence of the Duty Manager / Front Office Manager
Provides coverage for all related positions such as Night Audit & Front Desk Shifts, when necessary.
Supervises and coordinates the activity of the front desk staff daily to ensure productivity of the team and that all tasks are completed timely and accurately.
Is In charge of double checking cash transactions, bucket check, daily reports, credit limit follow up and other financial tasks according to financial policies.
Is able to perform all duties of Front Office receptionist and assists Front Desk when necessary
Is in charge of group arrivals / departures including assignment, check billing and coordinates with group organizer
Ensures that every effort is made to attain the best possible average room rate and room occupancy
Monitors key control to maintain hotel security.
Helps maintain productivity levels at or above budgeted standards.
Is responsible for issues house bank
Ensures the maximization of room revenue
Supervises in cooperation with the Loyalty team, the Wyndham Rewards loyalty program and ensures enrolment target is met and all procedures are followed properly.
Trains existing and other involved departments and shares new promotions and updates in liaison with the loyalty team.
Ensure excellent customer care at all times
Resolves guest issues, complaints, problems in a quick, efficient manner to maintain a high level of customer satisfaction and quality service
Ensures the smooth operation of the Front Desk, Executive Lounge, telephone Operator team and follows up on all related matters, issues and areas
Monitors all VIPS, repeat, long stay and Wyndham rewards guests and special guest requests.
Staff related responsibilities
Trains, directs the work of, resolves issues / problems and coaches and counsel the front desk team members to ensure a quality operation
Is involved in departmental meetings, planning and execution.
Promotes team achievements, contributes to the development and success of department objectives, supports and encourages team members;
is respectful, actively listens to and seeks out opinions and ideas from the team.
Encourages staff to develop and apply their skills; provides positive comments regarding others’ abilities or potential even in difficult cases.
Establishes and maintains good communications and teamwork with fellow team members and other departments within the hotel
Maintains a friendly, cheerful and courteous demeanour at all times
Is aware of al rates, packages and promotions.
Is familiar with all in-house groups, daily events, VIP / repeat / long stay / WR guest arrivals
Is aware of all closed out and restricted dates
Follows and enforces all Wyndham hotel credit policies
Has knowledge of health and safety and assists in emergency procedures as required
Answers all guest inquiries in a timely and professional nature
Acts as a role model in behaving in an honest and trustworthy manner; treats others fairly; builds strong and trusting relationship with others;
practices open communication.
Maintains a close cooperation and active communication with the Front Office Manager.
SKILLS & COMPETENCIES
Excellent overall Guest Services skills
Excellent communication and time management skills
Excellent skills and knowledge of PMS system and other hotel systems
Interpersonal and problem-solving abilities
Computer literate in Microsoft windows preferred
High attention to detail
Must be able to effectively coordinate and supervise the staff level activities
High command of professionalism with pleasant grooming and personality
Highly responsible and liable.
Alongside these key competencies, the incumbent of the role will be required to demonstrate the fundamentals of the company’s Count on Me! service culture to be responsive, respectful and deliver a great experience.
Employment Disclaimer In some locations around the world, Wyndham Hotels & Resorts manages hotel properties on behalf of a third party owner.
At many of those properties, the Hotel owner is the actual employer, and Wyndham Hotels & Resorts performs recruiting and hiring functions on their behalf.
I understand and agree that, by applying through this site, I may be applying for a position with a company other than Wyndham Hotels & Resorts where Wyndham Hotels & Resorts is serving as the management company and will not be the actual employer.
EXPERIENCE, CERTIFICATION & EDUCATION
Minimum one year experience in same / similar role in an international 4 / 5 star luxury hotel brand.
Minimum three years experience in an international hotel brand
Ideally University degree or Diploma in Hospitality or related courses an asset
First aid certificate or other emergency related training certificates an asset