Front Office Supervisor in London

Operational Requirements:

• Deliver consistently high levels of excellence to ensure complete satisfaction of both internal and external customers.
• Warmly welcome guests and register them into the Hotel ensuring all correct details are entered into Opera as set out in the Standard Operational Procedures.
• Explain and upsell the hotel’s food and beverage facilities during guest interactions.
• Follow the shift procedures determined by the RM/FOM.
• Take full responsibility for the shift whilst on duty ensuring all procedures are completed.
• Provide and communicate clear direction to the team.
• Take responsibility for the float whilst on shift, ensuring all security requirements are adhered to.
• Adhere to the requirements of the Data Protection Act at all times.
• Maintain computerized and manual storage systems in line with the Hotel procedures.
• Conduct training for the team as required and supervise them in the performance of their duties.
• Maintain training records and update when necessary.
• Take responsibility for new members of the team as part of their induction.
• Identify areas of improvement within the team reporting to the RM/FOM.
• Notify the Duty Manager, Guest Relations or Assistant Front Office Manager of all V.I.P guests as they arrive.
• Ensure blocked rooms list and special requests are issued to the Housekeeping department.
• Prepare group arrivals, allocate rooms and check if master accounts are checked in.
• Liaise with Housekeeping on late departures and action any discrepancies.
• Liaise with Housekeeping, ensuring Out of Order, Room Moves, and Special Requests are actioned.
• Ensure that Receptionist/Cashiers banking is correct, and any discrepancies accounted for.
• Ensure all cashiers signed for their float key and counted their floats before and at the end of their shifts.
• Monitor non-guaranteed reservations in sell-out situations and block guaranteed reservations.
• Handle all reservations, amendments, and cancellations in the absence of the Reservations department.
• Answer all telephone calls within three rings in an efficient and courteous manner.
• Ensure that all check-in details are accurately entered in the computer.
• Provide all check-in messages, letters, etc. to the guest on arrival.
• Recognise all IHG members.
• Keep the Reception desk and back office clean and orderly at all times.
• Ensure there is change in all floats and adequate stocks of stationery and equipment are ordered.
• Maintain proper care of equipment and report all faults to relevant department heads.
• Ensure all walk-in guests adhere to credit policies.
• Use traces as a communication source and clear them by the end of the shift where possible.
• Be fully conversant with branded products and convey to guests when appropriate.
• Be conversant with other products and promotions within the Hotel and sell to the guest when appropriate.
• Deal with guest complaints quickly and efficiently, offering assistance to the Receptionist in situations beyond their control.
• Complete detailed handover of business at the end of the shift.
• Ensure all routine tasks of the team are completed.
• Assist the Receptionists on check-out when needed ensuring all charges are posted correctly on guest accounts.
• Ensure all cash handling procedures are adhered to in accordance with the Standard Operational Procedures and security requirements.
• Count the Front Office floats at the beginning and end of each shift and account for all discrepancies.
• Ensure the team gives Rate Your Stay cards to guests on check-out.
• Report any maintenance problems immediately, follow up if necessary and keep guests informed of all updates.
• Attend and contribute to regular Departmental Communications Meetings ensuring objectives are reviewed, results monitored, and minutes recorded.
• Maintain close control on room availability throughout the shift.
• Allocate rooms and ensure that any changes are immediately passed on to Room Service and Housekeeping.
• Ensure that rooms allocated comply with any special requests.
• Follow up on admin accounts.
• Cover Night Shifts according to business needs.
• Perform any other related duties or special tasks as requested by Senior Management.
• Read the handover sheet and Duty Manager’s log at the beginning of each shift.
• Check reception emails frequently and respond to them.
• Ensure all guests have appropriate credit facilities for their accounts.
• Adhere to all credit procedures in the Front Office; review high balance.
• Report and follow up on credit issues with Accounts and RM/FOM.
• Liaise with switchboard on break coverage ensuring all Front Desk staff take their breaks with minimal disturbance to guest services.
• Check Receptionists' work at close of shift to ensure all transactions are reconciled with proper approvals and endorsements.
• Review all rebates/allowances, paid outs, Sales Ledger invoices.
• Check and witness every Receptionist’s banking drop during your shift.
• Demonstrate a positive attitude displaying high levels of energy towards the completion of tasks.

Costs and Efficiency:

• Minimise wastage at all opportunities.
• Actively promote an energy-efficient culture throughout the department.

Sales and Revenue:

• Provide the first contact for potential customers in a positive and efficient manner.
• Ensure a thorough and up-to-date knowledge of guest services to encourage guests to use in-house facilities.
• Maintain all Revenue Capture policies and procedures.

Customer Relations:

• Answer the telephone in a polite and efficient manner.
• Respond proactively to guest feedback for positive and negative comments.
• Ensure personal presentation is always of the highest standards to project a professional image to clients.
• Provide guests with every service or facility they require during their stay, delivered to a consistently high level of service.
• Deal effectively with guest complaints, referring them to Duty Manager or Guest Relations Manager when appropriate.

General Responsibilities:

• Adhere to all statutory requirements regarding fire, health and safety, and hygiene.
• Assist in building an efficient team of employees by taking an active interest in their welfare, safety and development.
• Ensure all team members report for duty punctually wearing the correct uniform and name badge at all times.
• Ensure all team members provide a friendly, courteous and professional service at all times.
• Treat all team members fairly and consistently as outlined in their terms and conditions of employment, local legislation, and company/hotel policies and procedures.
• Participate in cross/multi-skilled training within your department or other departments as deemed appropriate by your manager.
• Identify own training needs and communicate them to your manager.
• Carry out any reasonable instructions as directed by a manager.
• Uphold and maintain all standards in line with your department’s Standard Operating Procedures.
• Respond to any changes in the department as dictated by the needs of the industry, company or hotel operation.
• Be flexible and extend job duties to carry out any other reasonable duties and responsibilities within the job capability as assigned.
• Understand and adhere to all aspects of the Hotel Employee Handbook.

Key performance indicators:

• Customer feedback.
• Shift procedures.
• 1:1 with Manager.