Front Office Supervisor

SCOPE
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.

OVERALL OBJECTIVES
The job of Front Office Supervisor is executed satisfactorily when:
 Upselling is monitored and tracked in order to increase room revenues.
 Shift closing is done properly.
 Financial Policies and Procedures are supported and followed.
 LQA (Leading Quality Assurance) audit results are 85% and above.
 CSS (Customer Satisfaction Survey) results are rated on an average with “5” and above.
MAIN RESPONSIBILITIES
 Plan and supervise the day to day operations of the Reception section which are related to
the arrival and departure of guests, including the room sales, the room assignments of
VIPs, Groups and Crews and room registrations.
 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. Motivates staff to bring
about excellent performance.
 Handles guest requests and complaints in a polite and efficient manner, gives further
instructions to the relevant staff if needed to ensure customer satisfaction and maintains a
record of all complaints received from all guests. Follow up when necessary.
 Liaise and coordinate with various departments to ensure all information on guests are
accurate such as rate, room type, billing, guest requests and oversee that guests’ specific
requirements are addressed in an efficient manner.
 Keep abreast on hotel products and services as well as on tourist and business traveling
information that may be of any interest to our guests.
 Constant training of subordinates.
 Supervise all cashier work of subordinates.
 Update all on loyalty programme.
 At the end of shift, do handover reporting guest complaints, unusual situations and
incidents that need follow up, to ensure efficiency in the operation.
 Accomplish a set of administrative duties such as briefing, producing, reviewing and
writing reports and other specific duties related to the job function.
 Any other duties, which may be assigned to you from time to time as directed by your
Supervisor or Manager.
Additional responsibilities and tasks can be added at any time according to the needs of the
business and of the hotel.

NATIONALITY: Eligible for a working permit in country of hire

EDUCATION: Hotel Apprenticeship

College Diploma in Hospitality Management or equivalent

EXPERIENCE: To fill the position, one of the following is required:
 Minimum of 1 to 2 years experience in a receptionist
position at Front Office
 Preferably in an international five star hotel.

LANGUAGE: Ability to work and communicate in a multinational

environment:
 Local language – excellent oral and written skills (as
applicable)
 English – excellent oral and written skills
 Additional language - beneficial

COMPETENCIES: Include the skills the candidate must have to fill this

position
 Operational knowledge of front desk operations
 Knowledge of VIP welcoming protocol

TECHNICAL
COMPETENCIES: Computer literacy adapted to the field of training:

 Solid Knowledge in Microsoft Office (Word, Excel and
PowerPoint)
 Advanced knowledge of Opera
 Basic knowledge of Micros
INDIVIDUAL
CHARACTERISTICS: To fill this position the candidate must identify with the
Kempinski core values, in addition they should be
especially:
 People Oriented
 Passionate for European luxury
 Entrepreneurial
 Straightforward
 Developing others
 Motivating others
 Planning/ Organization
 Problem solving
 Flexibility
 Concern for quality
 Initiative
 Results oriented
 Teamwork / Cooperation
 Interpersonal skills
 Customer service orientation
 Oral and Listening Skills
 Good writing skills
 Friendly and caring attitude
 Self controlled

OTHER SKILLS: Depending on region and property.