Front Office Supervisor

Front Office Supervisor

Application Deadline: 17 May 2024

Department: Rooms Division, Front Office & Guest Services

Employment Type: Fixed Term - Full Time

Location: Malta - Gozo

Reporting To: Director of Rooms

Description
The incumbent in the position is responsible for supervising the operations at the reception to ensure that the highest professional services are given to all guests in accordance with the Kempinski and Leading Quality Assurance (LQA) service standards.

The Front Office Supervisor will focus on:

• Monitoring and tracking upselling statistics, in order to increase room revenues.
• Assuring that shift closing is done properly.
• Complying with Financial Policies and Procedures.
• Maximizing LQA (Leading Quality Assurance) audit results, as well as CSS (Customer Satisfaction Survey) ratings. 

Key Responsibilities

• Supervise the day to day operations of the Reception.
• Coordinates and monitors the work of direct subordinates and verifies that all receptionists are well groomed in order to ensure clients’ satisfaction and adherence to service standards.  
• Carry out training for new employees and on the job training. 
• Handles and follows up on guest requests and complaints in a polite and efficient manner, and maintains a record of all complaints received from all guests.  
• Supervise all cashier work of subordinates.
• Accomplish a set of administrative duties such as briefing, producing, reviewing and writing reports and other specific duties related to the job function.

Job Requirements
Education :

• Hotel Apprenticeship
• College Diploma in Hospitality Management or Equivalent

Experience :

• Minimum of 1 to 2 years experience in a receptionist position at Front Office
• Preferably in an international five star hotel.

Language :

• English – excellent oral and written skills
• Maltese, French, German, Spanish - beneficial

Competencies :

• Operational knowledge of front desk operations
• Knowledge of VIP welcoming protocol

Technical Competencies :

• Solid Knowledge in Microsoft Office (Word, Excel and PowerPoint)
• Advanced knowledge of Opera

Individual Characteristics :

• People Oriented
• Passionate for European luxury
• Planning/ Organization
• Problem solving
• Flexibility
• Concern for quality and customer service
• Initiative
• Results oriented
• Teamwork / Cooperation
• Interpersonal skills
• Self controlled

About Kempinski
Founded in Germany in 1897, Kempinski Hotels has long reflected the finest traditions of European hospitality. Today, as ever, Kempinski is synonymous with distinctive luxury.

Located in many of the world's most well-known cities and resorts, the Kempinski collection includes hotels in a grand manner, pace-setting modern establishments and older hotels of individual charm. All blend gracefully into their surroundings and offer luxurious accommodation, superb cuisine and unrivalled facilities - complemented by impeccable service.

For leisure and business guests alike, the name Kempinski has long been synonymous with style, mobility and efficiency. Put simply, they are the first choice for the discerning individual.

In addition to operating many of the finest city hotels in the world, Kempinski is a name that can now be found in many exciting resort locations, each combining local flair and ambience with the international standards of service and luxury that Kempinski guests have come to expect.
About Kempinski Hotel San Lawrenz Gozo Malta

The Kempinski Hotel San Lawrenz is an exclusive hideaway resort with all the comforts 5 stars can offer. It provides 140 airy rooms, each of which are elegantly decorated in a traditional Maltese style. The entire resort creates the ideal surroundings to relax the mind and body.