Reception Supervisor

Job Brief

The Reception Supervisor assists the AFOM and the FOM in providing leadership, direction, supervision and motivation to Reception team.



DUTIES AND RESPONSIBILITIES:
Responsibilities and duties for this position shall include, but not limited to the following areas and activities. At management discretion, direction may be given for tasks outside the scope of work described.

1. General

At all times offer graceful, personalized and caring service towards all guests as you are an ambassador of the Constance Halaveli service philosophy

To embody in all your interactions with guests, passion and enthusiasm for service, focusing all attention on the guests

At all times exhibit good posture and an elegant demeanor, and speak in a polite and attentive manner

Always address the guests with their name, keeping eye contact and smiling

Provides outstanding services and ensures customer satisfaction

Address customer complaints promptly and professionally

At all times take ownership of guests’ request and do not refer guests elsewhere

At all times adhere to the grooming and etiquette standards of the resort

Always display punctuality and good attendance as an act of responsibility towards the guest service and towards your colleagues

Always be courteous, considerate, supportive and respectful towards other team members of FO and rest of the resort. Treat others as you would like to be treated.

Ensure to keep yourself updated with the role of FO in Fire, Tsunami and First Aid standards, through trainings
2. Work Duties:
 Ensures that all calls are handled in an efficient and courteous manner as per resort standards

Ensure all Alliants messages are handled in an efficient and courteous manner as per resort standards.

Coordinate any guest requests with other departments (HK,ENG, F&B) and follow up on request execution and guest satisfaction.

Ensure all guest documents needed for FO daily guest operation (i.e. welcome letters, vouchers) are printed according to brand identity standards
Ensure Front Office Areas are in a good state of maintenance and cleanliness

Ensure that all the equipment in the department is in working order and in good condition, and the work area is clean at all times.

Ensure to be familiar with all department heads and other team members names and their extension numbers.

Ensure to be aware at all times of all emergency numbers (i.e. fire department, police department, doctor on duty, tsunami warning centers, department heads... etc.).

Protect guest privacy by not giving out the guest name or room number to a caller at any time. Seek Manager’s approval.

Protect team member privacy by not giving out employees personal details to a caller at any time. Seek Manager’s approval.

Be aware of all daily functions or events happening in resort

Supervise Reception operation according to standards

Ensure that all complaints are immediately followed up on and communicated to the relevant departments or HOD/AHOD and resolved within 24 hours

Ensure all complaints are communicated to GRO to be recorded on guest feedback document.

Plan and assigns workloads for front office associates

Ensure that all reception staff demonstrate proactive and enthusiastic guest care

Ensure that a complete and updated guest accuracy of profile is maintained according to GDPR and resort standards.

Ensure that AM/PM checklists are followed

Ensure that structured handovers and briefings are carried out for each shift

 Supervise staff behavior and take immediate corrective action when behavior is below Hotel standards

Ensure that all accounting procedures area carried out in accordance with Hotel standards and policies

Communicate regularly the HOD/AHOD concerning operations or staff related matters

Communicate with all the departments, keeping them informed concerning any arrangements affecting their area

Pro-actively sell and promote the various outlets and services of the Hotel to our guests

Ensure that the F/O supplies are reordered in a correct and timely system

Perform any other duties as assigned by Management

Conduct training on a regular basis, to ensure development and success of the reception team

Conducts spot checks and audits to ensure LHW and LRA standard are followed all the times

Ensures profiles are accurately updated and checked

Ensures the bills are checked and accurate

To be knowledgeable of all resort facilities and of booking procedures for restaurants, excursions and private functions

To be able to provide resort arrival information

To be able to use key system

To be able to drive the resort buggies as per standard

To be familiar with all Opera functions necessary for daily FO tasks

The ability to use correctly all cashier functions (as per cashier training list signed off)

In the absence of Transport Coordinator cover responsibilities.
3. Supervision Duties

Work closely with the AFOM &FOM to carry out skill and knowledge training, and asses further training requirements

Ensure a supportive and learning working environment for the team members

Assist the performance evaluation together with AFOM.

Perform any other duties as assigned by Management

To be able to assist GRO, Porters and Transport Coordinator when necessary and if required by AFOM or FOM

To organize reception counters at beginning of each shift with necessary supporting documents and resort information

To be familiar with all Constance Halaveli Resort FO procedures and standards, and act accordingly

To be familiar with all resort rates

To be familiar with all room types, VIP levels and amenities

To be able create TMA list and confident with TMA operation as necessary

To be able to read and understand reservation summary, complimentary forms and vouchers

To have basic knowledge of airlines and ticket handling procedures

To be able to follow up on guest lost luggage situations

To maintain Reception area and back office cleanliness at all times

To be able to handle room moves, back to back arrival rooms and 1200 check outs without delay and according to the established procedures

To be able to prepare back to back and room move list

Ensure follow up of daily traces

Ensure strict following of billing instructions mentioned in reservation summary, COMP forms or check out alerts

Ensure that guest bills are delivered to them accurately and the evening before departure

Ensure that guest messages, faxes and parcels are delivered through the Porters or through Reception Host if necessary

Ensure any defects in the telephone and IT systems noticed or reported by other team members, are reported to IT team for repair