Front Office Supervisor

Company Description

Why work for Accor? We are far more than a worldwide leader. We welcome you as you are and you can find a job and brand that matches your personality. We support you to grow and learn every day, making sure that work brings purpose to your life, so that during your journey with us, you can continue to explore Accor's limitless possibilities.

About Fairmont Hotels & Resorts: At Fairmont Hotels & Resorts we offer our guests the finest hospitality experience in each of our destinations. We know that to offer our guests the best, we first need to offer our employees the best. That is why you'll find exceptional work opportunities-throughout North America and the Caribbean, Europe and Africa, the Middle East and Asia Pacific-as well as industry-leading training, career development, recognition and rewards, Fairmont Hotels & Resorts is a celebrated collection of hotels that included landmark locations like London's The Savoy, New York's The Plaza and Shanghai's Fairmont Peace Hotel. Our teams are guided by values of Respect, Integrity, Teamwork and Empowerment: we employ the highest ethical and quality standards, treating all colleagues with fairness and dignity. A community and environmental leader, Fairmont is also regarded for responsible tourism practices and award-winning Green Partnership program. An exciting future awaits!

Do what you love, care for the world, dare to challenge the status quo! #BELIMITLESS

Job Description

Position Overview 

The Front Office Supervisor is a key member of our Front Office Leadership Team. The Front Office Supervisor will ensure the smooth operations and the highest level of guest satisfaction. Is responsible for the daily operations of the Front Office department. Identifies training needs and implements an action plan. Works hand in hand with all outlets of the hotel to exceed guest expectations. Is friendly, courteous and able to work well under pressure.  

Guest Experience 

• Ensuring the highest levels of guest services are met and exceeded through the implementation of the correct Leading Hotels of the World and Fairmont policies and procedures i.e. rooming the guest, anticipation of guest needs, Upselling, ALL Loyalty Membership and the encouragement of Axonify  
• Consistent development, monitoring and follow up on Guest Satisfaction  

Key Responsibilities and Duties: 

• Active participation in the implementation and follow up on action plans for training and recovery plans for missed guest opportunities  
• Taking charge of groups arrivals and allocating responsibilities to ensure a smooth arrival  
• Assisting in the administration and management of the Front Office department 
• Liaising with Housekeeping, Maintenance, and Food and Beverage departments on a regular basis to ensure clear and concise communication  
• Responsibility to complete the monthly Front Office rosters for the Guest Liaison and Switchboard teams along with the completion of time sheers  
• Responsibility to drive and encourage the All Loyalty Programme – Targets to be set and achieved  
• Responsible for the training of all Front Office members when a need is identified. This includes monthly LQA assessments along with feedback provided  
• Responsible to prepare for and attend morning meetings 
• Responsible for the allocation of rooms, individual and groups prior to guest arrivals 
• Responsible for ordering and receiving stationery for the Front Office department 
• Has the responsibility to check the prep completed by Switchboard a day in advance and to ensure once signed off that it is sent to the required departments 
• Works with Switchboard to ensure all HIP’s and WBK profiles are updated and sent out a least 1 week in advance for all departments to prepare accordingly  
• Allocates responsibility and ensures the completion of the Operations Calendar every 2 weeks  
• Assists the Assistant Front Office Manager in ordering and controlling the Gifts at Cape Grace  
• Responsible for the monthly staff transport budget – Switchboard to complete and to be signed off by a Front Office Supervisor   
• Responsible to complete the staff transport invoice on a monthly basis and to be signed off by a manager  
• Responsible for the management and preparation of all special events celebrated in Cape Town, Example: 2 Oceans Marathon, The Argus Marathon, Easter, Festive, ect  
• Co-ordinate daily handover and closure of all shifts, including the monitoring and signing of daily checklists which are mandatory  
• In the absence of any Switchboard, Reception or Concierge member the Front Office Supervisor is expected to arrange alternative cover and/or assist with the necessary duties needed to ensure the smooth operation of the department  
• Assist with the management of all front office stores and has the responsibility to make sure PAR levels are inline with the occupancy  
• Ensuring procedures are followed when dealing with all safety and security issues concerned; 
• Participation of First Aid coverage and handling of all emergency related situations 
• Ability to perform over and above the above required responsibilities in line with providing excellent leadership skills 

Financial Attributes: 

• Assist in the budgeting procedure for upselling and setting reasonable targets   
• Encourage the upselling of the hotel vehicle to increase revenue 
• Assist in driving the ALL – Loyalty programme and continuous follow through to ensure the targets are met  
• Assist in promoting the upselling of all hotel facilities and outlets  
• Assists the Assistant Front Office Manager in controlling the gifting budget   

Qualifications

• Minimum of 2 years’ experience within a Supervisory Position preferably related to the hospitality industry   
• Degree or Diploma in Hospitality Management is an asset  
• Excellent communication (written/verbal) in the English language. Additional language is advantageous. 
• Interpersonal skills and the ability to develop talent 
• Ability to motivate, guide and coach a diverse colleague group 
• Strong organizational, administrative and time management skills with the ability to be flexible with hours, days off, assignment and additional duties 
• An operational knowledge and proficiency in Front Office Systems- including Opera Cloud and Microsoft Office suite (Word, Excel, PowerPoint) 
• Excels in a fast paced and challenging team-oriented environment 
• Solid knowledge of Front Office Procedures  

Additional Information

Our commitment to Diversity & Inclusion: We are an inclusive company and our ambition is to attract, recruit and promote diverse talent.