Welcomer Supervisor

Job Purpose

This position is responsible to lead and perform all front desk duties including check-ins, checkouts, reservations, guest phone message and special request. As well as, ensures that all hotel guests and visitors receive an optimum level of service.

Primary Responsibilities

Front Office Operation

• Behaves and acts in an exemplary fashion, embodying the brand mindset
• Helps the Front Office Manager and his/her Assistant (depending on the hotel) organize and manage the team, perform administrative tasks and coordinate with the other departments
• Helps employees improve their skills and provides support for career development
• Supervises the work of the receptionists under his/her responsibility, ensuring synergy and complementarity with Customer Relations Managers
• Through his/her actions and presence at the reception, transmits the Front Office Manager's (or Assistant's, depending on the hotel) instructions and priorities
• Ensures that guests have a smooth running stay
• Organizes the welcome and care provided by the team under his/her responsibility
• Provides a warm and friendly welcome for guests to encourage their loyalty
• Develops excellent relationships with guests throughout their stay
• Handles any contentious issues with guests
• Supervises guest welcoming operations and rooms sales carried out by his/her team
• Is in charge of coordinating the team
• Organizes guest arrivals and departures with the team
• Ensures that guests' requests take priority in the team's work
• Ensures that services meet guests' expectations
• On starting work every day, checks the remaining departures and that the appropriate invoices are present and correct, complete with receipts
• Prepares the arrivals and departures list, the residents list and VIP guest list
• Keeps track of the standard of services delivered, based on guest comments and quality audits
• Supervises the receptionists' checklist
• Supervises the management of debtors, group and individual guest invoicing and cash operations
• Ensures internal procedures are duly applied
• Modifies working methods to comply with the brand philosophy
• Involves and motivates his/her teams
• Helps train apprentices and interns
• Allocates work to the team of receptionists
• Promotes new duties, ensuring that the team's role complements that of Customer Relations Managers as well as possible
• Is a central contact point for the other departments
• Attends departmental meetings
• Increases REVPAR by making short term decisions about hotel occupancy
• Motivates the team, encouraging members to promote the brand's loyalty program to guests
• Checks the Housekeeper's report and discusses any discrepancies
• Ensures that sales pitches are duly applied
• Is familiar with the hotel's environment and competitor hotels
• Ensures guests are satisfied with their stay as they leave, informing the superior if necessary
• Is capable of moving people from their rooms and handling difficult situations
• Checks guests' solvability
• Supervises check in and cash operations
• Follows up any "no shows"
• Prepares debtor files for the accounts department
• Manages stocks (wifi, paper etc)
• Writes the daily rooms report and checks it against cash operations
• Checks cash levels at the beginning and end of the shift, auditing using the appropriate computer files
• Checks that pricing matches segmentation
• Knows the safety regulations and ensures their application
• Keeps the workplace clean and tidy
• Ensures the safety of people and property in the hotel
• Respects and ensures respect of the hotel's commitments to the "Environment Charter" (saving energy, recycling, sorting waste etc)

Team Management

• Provide department orientation and training of the hotel service standards, procedures and programs

• Constantly monitor team members’ appearance, attitude and degree of professionalism
• Motivate and provides a work environment which brings out the best in team members

Knowledge and Experience

• Vocational diploma or degree in hospitality or F&B studies
• Minimum 2 years of relevant experience
• Previous experience as a receptionist
• Computer literate (Windows environment), PMS, Hotix, Tars and an aptitude for new technologies
• Languages: fluent in the national language, English and a third language

Competencies

• Good communication and customer contact skills
• Results and service oriented with an eye for details
• Ability to multi-task, work well in stressful & high-pressure situations
• A team player & builder
• A motivator & self-starter
• Well-presented and professionally groomed at all times
• Sales know-how
• Self-control
• Excellent presentation

• Possess skills of leadership, developing, strategic thinking, problem solver.
• Excellent communication.
• Results and service oriented with an eye for details.
• Ability to multi-task, work well in stressful & high-pressure situations.
• A team player & builder.
• A motivator & self-starter.
• Well-presented and always professionally groomed.