Front Stage Supervisor
5 months ago
**Functional Accountabilities**:
- Comprehensive knowledge of the Hotel, including all departments, services and outlets
- Set an example for all Front Stage Agents with regards to punctuality, grooming, courtesy, attitude, team work, guest relations and following of policies & procedures
- Assist Front Stage Agents in their daily work and to deal with any problems or guest complaints in a professional and efficient manner
- Function as a liaison between Front Stage Agents and the Duty Managers/ Producer Front Stage, offering feedback and communicating both ways
- Monitor performance of Front Stage Agents and provide feedback & coaching to ensure they are maintaining defined Front Stage standards
- Carries out training for new team and on the job training. Motivates staff to bring out excellent performance.
- Check all updated registration cards ensuring that the information is complete, all necessary documents attached and sufficient payment guarantee has been taken
- Check the allocation of any rooms with special requests the evening prior to the arrival date and all remaining rooms early in the morning
- Communicate closely with the Rooms Controller at all times about room allocation changes, pending departures, room moves and waiting guests
- Communicate closely with concerned departments about VIP room allocation changes
- Communicate closely with Accounts about billing and cashiering issues
- Prepare registration cards, welcome booklets and keys for group arrivals and organize the smooth check-in
- Follow up on any outstanding departures and to ensure that late check-outs are charged according to policy
- Ensure that all Front Stage Agents have sufficient cash and change in their float
- Perform any additional tasks as requested by Senior Management
**Experience and Technical Knowledge**:
- Experience in hotel industry
- Previous guest relations experience in 5 star hospitality industry
- 2 years of experience as Front Stage Supervisor or similar role
- High level of verbal and written English
- Operational knowledge of front desk operations
- Knowledge of OPERA PMS
- Knowledge of VIP welcoming protocol
- Ability to supervise others
- Multilingual is a plus
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