Front Office Senior Supervisor

İşin təsviri

Job description:

• Process guest registrations, including the computation and collection of payment.
• Perform nightly balancing of all services to ensure proper posting to property management system. Perform nightly backup of server.
• Prepare express checkout folios.
• Maintain room status inventory.
• Send and receive telephone calls and facsimiles; sort incoming mail and messages.
• Ensure paperwork to guests and other divisions is processed in a timely manner.
• Process all financial transactions, including the verification and processing of credit card transactions in accordance with company policies and procedures.
• Deliver any financial reports as required.
• Ensure timely compilation Front Office reports.
• Generate, print and distribute daily and weekly reports.
• Complete and verify all audit paperwork and shift reports.
• Provide guest assistance whilst ensuring compliance with all front office policies, procedures, standards and satisfaction of guests’ needs.
• Plan and supervise the day to day operations of the Reception section which are related to the arrival and departure of guests, including the room sales, the room assignments of VIPs, Groups and Crews and room registrations.
• Coordinates and monitors the work of direct subordinates and verifies that all receptionists are well groomed in order to ensure clients’ satisfaction and adherence to service standards. 
• Carry out training for new employees and on the job training. Motivates staff to bring about excellent performance. 
• Handles guest requests and complaints in a polite and efficient manner, gives further instructions to the relevant staff if needed to ensure customer satisfaction and maintains a record of all complaints received from all guests.  Follow up when necessary.
• Liaise and coordinate with various departments to ensure all information on guests are accurate such as rate, room type, billing,  guest requests and oversee that guests’ specific requirements are addressed in an efficient manner.  
• Keep abreast on hotel products and services as well as on tourist and business traveling information that may be of any interest to our guests.
• Constant training of subordinates.
• Supervise all cashier work of subordinates.
• Update all on loyalty programme.
• At the end of shift, do handover reporting guest complaints, unusual situations and incidents that need follow up, to ensure efficiency in the operation.
• Accomplish a set of administrative duties such as briefing, producing, reviewing and writing reports and other specific duties related to the job function.
• Any other duties, which may be assigned to you from time to time as directed by your Manager.

Qualifications:

• Strong leadership and management skills
• Excellent oral and written communication skills
• Customer service-oriented mindset with ability to handle and resolve guest complaints
• Ability to work in a fast-paced, high-pressure environment
• Proficient in Microsoft Office and hotel management systems
• Bachelor's degree or equivalent experience in hospitality or related field
• Minimum of 3 years of front office or hotel experience, with at least 1 year of supervisory experience
• Fluency in Azerbaijani and English, knowledge of Russian is a plus.
• Certifications in hospitality management or front office operations are a plus.

Mercure Hotels Baku City tərəfindən digər vakansiyalar

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• Cost Controller