Front Office Supervisor

Celtic Manor Job Description DEPARTMENT Front Of House POSITION Front Of House Supervisor GRADE E REPORTS TO Reception Manager, Front of House Manager, Rooms Division Director Note: This job description in no way states or implies that those duties listed below are the only ones to be performed by the employee occupying this position.

Employees will be required to perform any other job-related duties assigned by their Senior Manager.

POSITION OVERVIEW

Responsible for supporting and implementing department standards and ensuring that they are practiced by the Front Of House team throughout your shift. You will focus on providing the ultimate guest service experience for all guests, from the point of arrival through to the time of departure. Ensuring training is conducted to Resort standard and reflects business needs.

GENERAL Responsible for helping to maintain a customer-focused culture which support the values expressed in the Resort Ambition and the Resort’s business goals of profitability and service quality. Establishes and maintain effective and positive relationships within the team as well as other departments. Complies with the resort’s Health and safety, Hygiene policies as well as all other resort policies and procedures.

Report all situations that may present a danger to guests or staff immediately to the relevant people and take action to rectify the situation if possible. To ensure that resources are used effectively, minimising waste to protect our environment and to reduce costs. To perform related duties and special assignments as and when required.

JOB FUNCTIONS Communication Responsible for communication through effective writing, speaking and listening skills. To encourage employees to actively participate in our progress through decision making and ideas. Responsible for regular dissemination of information which is to encompass organisational and individual activities.

Budgets Supports the Department Manager in setting monthly, quarterly and annual budgets. Maintains an understanding and acceptance of the monthly budgets and a motivation to achieving these. Standards Supports the setting, maintenance and understanding of standards expected for the Department and is responsible for the enforcement of these standards within the operations.

Controls Supports the Department Manager in the setting of controls, and maintains an understanding of the controls in place, that monitor performance of the Department. Responsible for gathering required results of the controls and reporting these back to the Department Manager. Structure Maintains an understanding and respect for the organisational structure and supports the staff within each position as defined in their Job Description.

Responsible for enforcing the duties and responsibilities within your supervision inside of the Department organisational structure. Responsible for adjusting the structure of the Department on a shift basis to ensure all internal/external customers expectations are exceeded. This includes, but is not limited to assuming responsibility for the department including practical involvement where necessary.

Team Responsible for initiating disciplinary proceedings where team members do not conform to the standards required by the Job Description, Standard Operating Procedures and Resort requirements as defined in the Staff Handbook. Delivery Responsible for delivering the ultimate in professional internal/external customer service with the standards expected and trained by the Department.

Responsible for ensuring full, safe operation of all equipment and stock, in accordance with health and safety requirements. Responsible for the cleanliness and presentation within your working environment in accordance with set standards. Responsible for resolving all internal/external customer complaints escalated from team members, solving the complaint to the resort and internal/external customers benefit.

Also communicating the results to the Department Manager. Deliver exceptional customer service to both internal and external customers. Responsible for checking guests in/out of the Resort. Responsible for overseeing Concierge department Ensure all equipment is fully operational and functions correctly and in accordance with the Resort health and safety requirements.

Responsible for the maintenance, security, computer systems, cleanliness and appearance of the department, both front and back of house. Solve guest complaints, offering appropriate remedial action to the guest. Communicate all results to the Reception Manager. Support Front Office Agents with bill queries, take ownership of the queries and resolve.

Complete any necessary follow up. Support Concierge department with any queries with luggage, transport and all jobs to be logged through Knowcross Maintains appropriate standards of conduct, hygiene, uniform, appearance and posture of Front Office Agents. Maintains appropriate standards of conduct, hygiene, uniform, appearance and posture of Concierge Porters Answer the telephone promptly, courteously and using the correct standard greeting.

Handle guest requests personally or delegates appropriately to another team member. Takes a personal interest and pride for ensuring that the Reception Lobby area is kept clean and in an orderly state at all times. Assist Front of House Manager with the shift – ensure adequate staff levels are maintained in order to provide a constant level of 5* service to our guests.

Keep self informed of all important notices regarding the business within the resort and brief team accordingly. Investigate discrepant rooms following checkout. Check all guest bills prior to departure and ensure all routing instructions are correct. Complete the Express Checkout procedure on a daily basis. Co-ordinate the closure of cashiers and assist Front Office Agents with cashier queries.

Complete regular float checks. Assist Reception Management with Group check-ins. Liase with relevant departments concerning special requests from guests. Supports the Reception Management in the systematic training of Team Members for whom they are responsible. Ensures written handovers are in place and any outstanding issues are dealt with efficiently and the appropriate departments are informed.

Handle reservation enquiries out of hours in accordance to the Resort availability and promote special offers and promotions. Responsible for stock control within the department including ordering and collecting stationary supplies and completing monthly audits. Offer rooming to all arrival guests and inform guests of all Resort facilities available to them during their stay.

Respond to all relevant e-mails with minimum delay informing the Front Office team of any important information. Supervise the department on a shift basis and ensure Resort and department standards are maintained at all times. Ensure Team Members complete daily duties to the Department standards. Courtesy call all arriving guests to ensure their rooms are to their satisfaction and record any comments or complaints and follow up as necessary.

Responsible for monitoring FOA targets in accordance to rooming standards, ensuring standards are consistent. Identify training needs of team members in relation to the business. Maintain an efficient training administration system and attend the monthly training review. Maximise Resort revenue at all times and stay abreast of all special offers and Resort events ensure all Front Office Agents are briefed.

Suggests to the Front Of House Manager procedures likely to improve the operation. Has a full and up-to-date knowledge of Resort facilities, services and events. Actively seeks this information if necessary. Establishes and maintains effective and positive relationships with his/her team members as well as with all other departments.

Attend department and Resort team meetings. Training Responsible for evaluating staff training requirements and communicating these to the Department Manager. Responsible for the welfare and well being of all departmental team members, promoting the professional career development of every team member. Leadership Responsible for enforcing the departmental objectives and ensuring all staff members are motivated daily in achieving these.

Plays an active role in all departmental briefings, communicating resort wide issues and internal/external customer requirements where necessary. Responsible for coordinating daily activities within the department, ensuring all internal/external customers expectations are exceeded. Responsible for the leadership of the team, obtain internal/external customer feedback on departmental performance.

Responsible for feeding back internal/external customer views to the team members in a constructive and positive manner, also providing solutions. Team Building Responsible for the development of individuals, whilst promoting the importance of team work, contributing to team building sessions both within and outside the resort.

Checking Contributes to the gathering of information as directed by the relevant Manager, including internal/external customer feedback, financial performance and any other as required. Evaluation Contribute to compiling periodic reports based on the checking process. Contributes to the analysis of information gathered.

Proposing changes within the department. Innovation Support the implementation of changes to ensure continuous innovations and improvements are made within the resort.