Front Office Supervisor

**Job Number** 22179609

**Job Category** Rooms & Guest Services Operations

**Location** Le Méridien Al Aqah Beach Resort, Dibba Road, Fujairah, United Arab Emirates, United Arab Emirates VIEW ON MAP

**Schedule** Full-Time

**Located Remotely?** N

**Relocation?** N

**Position Type** Non-Management

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Complete designated cashier and closing reports in the computer system. Review shift logs/daily memo books and document pertinent information in logbooks. Contact appropriate individual or department (e.g., Bellperson, Housekeeping) as necessary to resolve guest call, request, or problem. Process all guest check-ins by confirming reservations in computer system, verifying guest identity, requesting form of payment, assigning room, and activating and issuing room key. Sell a room/accommodation to guests without reservations based on availability. Ensure rates match market codes and that any exceptions are documented. Ensure checks that come from outlets (e.g., Health Club, Retail Shop) are scanned and charged to room.

Assist management in training, evaluating, counseling, disciplining, and motivating and coaching employees; serve as a role model and first point of contact of the Guarantee of Fair Treatment/Open Door Policy process. Report accidents, injuries, and unsafe work conditions to manager; complete safety training and certifications. Follow all company policies and procedures; ensure uniform and personal appearance are clean and professional; maintain confidentiality of proprietary information; protect company assets. Welcome and acknowledge all guests according to company standards; anticipate and address guests’ service needs; assist individuals with disabilities; thank guests with genuine appreciation. Speak with others using clear and professional language; answer telephones using appropriate etiquette. Develop and maintain positive working relationships with others. Ensure adherence to quality expectations and standards. Stand, sit, or walk for an extended period of time or for an entire work shift. Move, lift, carry, push, pull, and place objects weighing less than or equal to 25 pounds without assistance. Perform other reasonable job duties as requested by Supervisors.

SCOPE / BUSINESS CONTEXT
- A Full Time position based at Le Meridien Al Aqah Beach Resort.
- Number of Direct Reports - 1
- Titles of Direct Reports - Front Desk Agent/Team Leader

CANDIDATE PROFILE

**Experience**:

- Previous experience working within a Front Office hotel environment in the 5 star/luxury market is essential
- Having an experience in similar position for at least 12 months preferred

Skills and Knowledge

Strong Communication skills (verbal, listening, writing)
- Innovative
- Pro-active and reliable
- MICROS, OPERA, GXP, Microsoft Office, FCS or telephone software and other related operating systems
- Flexible and ability to work around the clock
- Ability to work collaboratively with hotel service team in providing exceptional customer service excellent telephone etiquette
- Strong problem-solving skills
- Strong organization and working to deadline skills
- Have a complete understanding of the Marriott Reward programDeliver trainings

**Education or Certification**
- Good level of English essential

SPECIFIC DUTIES
- The following are specific responsibilities and contributions critical to the successful performance of the position: _Have a thorough knowledge of Le Meridien Al Aqah Beach Resort products and services.
- Maintain good working relationship with all hotel departments.
- Have a good knowledge of local area and surrounding facilities. Provide recommendations and direction to guests whenever needed.
- Check House Count to establish selling strategy for the shift. Monitoring it regularly during shift and responding to any changes.
- Ensure daily all forms of communication are used to full capacity and relevant information is handed over to the next shift throughout the shift and briefings.
- Demonstrate and promote quality awareness amongst front office team. Seek ways to improve and maintain guest satisfaction scores for all front desk associates.
- Ensure all require reports are printed, performed and filed according to the standards.
- Ensure smooth check-in and check-out of all guests, and proper handling of all guest accounts.
- Supervise VIP and Marriott Rewards Elite member arrivals. Ensure meet and greet for Elite member.
- Ensure all guest requests are met and special requirements/preferences are taken into account
- Ensure that all arrivals, departures, no shows, extensions, amendments and OPERA related matters are performed on a timely manner in order to avoid further confusion.
- Ensure that all concerned departments are informed in regards of room moves, no-shows, early arrivals, special requests, repeat guests or other guest preferences.
- Be fully aware of Credit Policy and supervise compliance. Inform your manager and concerned departments about any possible credit risks.
- Be