Front Office Supervisor
Fairmont Hotels & Resorts
Fairmont Makati, Makati, Philippines
9h ago

Job Purpose

The Front Office Supervisor is primarily responsible for supervising all the Receptionists while they are on shift, ensuring all tasks are completed on a daily basis and the shift runs smoothly, being the main point of communication for reception and all other operating departments such as Housekeeping and Engineering.

Internally

  • Housekeeping Team
  • Concierge Team
  • Fairmont Gold Team
  • Guest Services Team
  • Finance Team
  • Sales and Marketing Team
  • Reservations Team
  • Food and Beverage Team
  • Externally

  • In house guests & LCAH Guests & Fairmont President’s Club Members
  • External Auditors
  • Primary Responsibilities

    FOLLOW ALL FRONT OFFICE STANDARD OPERATING POLICIES AND PROCEDURES

  • Demonstrates that all Front Office Standard Operating Policies and Procedures are performed in all interactions
  • Provides a warm welcome and assists guests’ according to Fairmont Hotels & Resorts Brand Standards
  • Remains observant and responds to each Guest who approaches the Reception Desk
  • Is an ambassador of Fairmont Hotels & Resorts by providing an excellent first impression
  • Maintains a perpetual presence on the Reception Desk throughout the hours of the shift
  • Greets all Guests courteously, using the Guest’s name whenever possible
  • SUPERVISE RECEPTIONISTS, ASSISTING THEM WITH ISSUES THAT MAY ARISE AND ENSURINGT THAT ALL TASKS ARE COMPLETED

  • Ensure that there is adequate staff coverage in the Lobby and the Reception at all times
  • Ensure that the entire Front Office and surrounding areas and including Lobby and Reception is continuously clean and tidy
  • Review all group resumes and ensure all appropriate information is communicated to employees
  • Prepare rooms for Site inspection
  • Cover Rooms Controller duties if required
  • Cover all shifts if required
  • Be present at the Reception desk whenever possible
  • Other Responsibilities

  • Deal promptly and effectively with any complaints
  • Meet and Greet VIP’s
  • Coordinate arrivals and departures
  • Informs the receptionists / cashiers of new memos
  • Check the days arrivals and correspondence
  • Enrolls new Fairmont President’s Club members and updates certificate maintenance when applicable
  • Drives Rate & RevPAR through up-selling room brand
  • Monitor and close Open Folio’s
  • Adheres to and promotes the Company’s Health & safety policies to ensure a safe work environment and knowledgeable all safety & emergency procedures
  • Main Complexity / Critical issues in the Job

  • Efficiency of check in / check out
  • Accuracy in retrieval of guest data and billing
  • Attention to details
  • Smooth Coordination with all departments
  • Knowledge and Experience

  • A hospitality diploma is an asset
  • Minimum of 1 year Supervisory experience in a luxury hotel
  • Proficient in the English language (verbal & written)
  • Competencies

  • Good interpersonal skills with ability to communicate with all levels of employees
  • Service oriented with an eye for details
  • Ability to work effectively and contribute in a team
  • Good presentation and influencing skills
  • Multicultural awareness and able to work with people from diverse cultures
  • Flexible and able to embrace and respond to change effectively
  • Ability to work independently and has good initiative under dynamic environment
  • Self-motivated and energetic
  • Apply
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