Front Office Supervisor

• Oversee all guest related service processes from pre-arrival to welcome, during stay up to departure from the property; to ensure the highest possible standards of satisfaction are attained. • Respond to any guest complaints and other related issues promptly with empathy and professionalism. • Protect the welfare and interests of guests and ensure the safekeeping of the property. • Complete inspection of entire property as per daily checklist. • Check statistical data on days proceedings as regards to room revenue and occupancy • Assist all departments when needed for successful operation of the hotel. • Ensure professional and effective lines of communication are maintained between Front Office and all other operating departments, with particular emphasis on Housekeeping, Maintenance, Security and outlets. • Ensure the Duty Log is accurately updated with an emphasis on concise reporting. • Ensure voco Doha West Bay Suites an IHG policies and procedures are adhered to at all times. • Maintain professional business confidentiality and discretion in all dealings. • Personally attend to VIP guests and guests with special needs to ensure the highest levels of customer satisfaction are attained at all times. • Ensure special amenities and services are delivered on time and are personally followed up with the guests concerned. • Communicate daily activities, objectives and required information to all direct reports. • Respond to any fire alarms, potential emergencies and requests for medical assistance by guests and/or staff. • Input into the front office system revenue/expenses/allowances to generate the daily reports such as the Guest Ledger Summary and the Daily Restaurant Summary. • Audit, balance, post and report on the front desk to include but not limited to; room charges, phone calls, zero balance folios, corrections, adjustments, taxes, disputed charges, over/short figures, deposits, etc. to ensure accuracy and verify proper cash handling procedures are followed. • Audit, balance and report on the food and beverage outlet cash and credit operations to include but not limited to checks, over/short figures/tally sheets, deposits, counts, house charges, promotional materials, postings, etc. and reset all registers to ensure accurate, timely information. • Run reports for F&B outlet and balance daily receipts against those reports. • Run night audit reports/journals from the front office system and point of sale after insuring all revenues are correctly balanced and accounted for. • Balance all revenue and settlement accounts nightly, maintain files and reset the system for next day operations. Perform other related duties as required and assigned by management. RESPONSIBLE BUSINESS • Review and implement procedures as they apply to the audit function as directed by the Finance Manager. • Follow up high balance and report to Operations Manager or Assistant Operations Manager • Make all necessary decisions when assigned at night under the direction of the Operations Manager. • Liaison between Housekeeping, Engineering, Security, Front Desk, and the other departments within the hotel. • Follow up the grooming standards of Front Office Team.PEOPLE • Oversee work performance of new colleagues when it comes to guest relations, posting, audit and balance reporting. • Help train front desk staff, new hires on-the-job-trainees (On the Job Training) and cross-trainees. • Ensure interdepartmental communication is managed effectively. • Lead, motivate and develop subordinates to effectively achieve the objectives of the front office department. • Identify internal training needs and develop training programs or recommend necessary training program for all subordinates.GENERAL • Communicate effectively with all other departments • Be able to identify problems and determine solutions • Attend meetings, training sessions and any other required meeting or training session. • Identify opportunities to innovate service delivery and product offering to meet and exceed client expectations. • Ensure safe work practices are adopted at all time and report any OHS concerns immediately to your direct manager or HR Manager. • Proactively display and embrace the Company’s ROCIT Values • Handle Guests/Staff Issues, report on any incident or accident and take decisive action within limits of authority. • Oversee and monitor the CID system update on daily basis. • Accurate and timely reconciliation of daily activities and closes all accounts in the preparation for the new day. • Ensure proper accounting and credit procedures are being maintained • Efficient communication platform is consistently maintained • Maintains a professional and organised work environment • MIS reports, presentations and other accounting duties are consistently of a high standard and free of errors and omissions. 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