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Front Office Supervisor

3 mesi fa

Venezia, Veneto, Italia San Clemente Palace Kempinski A tempo pieno

SCOPEThe incumbent in the position is responsible for supervising the operations at the reception toensure that the highest professional services are given to all guests in accordance with theKempinski and Leading Quality Assurance (LQA) service standards.


OVERALL OBJECTIVESThe job of Front Office Supervisor is executed satisfactorily when:? Upselling is monitored and tracked in order to increase room revenues.? Shift closing is done properly.? Financial Policies and Procedures are supported and followed.? LQA (Leading Quality Assurance) audit results are 85% and above.? CSS (Customer Satisfaction Survey) results are rated on an average with "5" and above.

MAIN RESPONSIBILITIES? Plan and supervise the day to day operations of the Reception section which are related tothe arrival and departure of guests, including the room sales, the room assignments ofVIPs, Groups and Crews and room registrations.? Coordinates and monitors the work of direct subordinates and verifies that allreceptionists are well groomed in order to ensure clients' satisfaction and adherence toservice standards.? Carry out training for new employees and on the job training.

Motivates staff to bringabout excellent performance.? Handles guest requests and complaints in a polite and efficient manner, gives furtherinstructions to the relevant staff if needed to ensure customer satisfaction and maintains arecord of all complaints received from all guests.

Follow up when necessary.? Liaise and coordinate with various departments to ensure all information on guests areaccurate such as rate, room type, billing, guest requests and oversee that guests' specificrequirements are addressed in an efficient manner.? Keep abreast on hotel products and services as well as on tourist and business travelinginformation 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 andincidents that need follow up, to ensure efficiency in the operation.? Accomplish a set of administrative duties such as briefing, producing, reviewing andwriting 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 yourSupervisor or Manager.

Additional responsibilities and tasks can be added at any time according to the needs of thebusiness and of the hotel.


NATIONALITY:
Eligible for a working permit in country of hire

EDUCATION:
Hotel Apprenticeship

College Diploma in Hospitality Management or equivalent

EXPERIENCE:

To fill the position, one of the following is required:? Minimum of 1 to 2 years experience in a receptionistposition at Front Office? Preferably in an international five star hotel.


LANGUAGE:
Ability to work and communicate in a multinational

environment:

  • Local language – excellent oral and written skills (asapplicable) English – excellent oral and written skills Additional language - beneficial


COMPETENCIES:
Include the skills the candidate must have to fill this

position? Operational knowledge of front desk operations? Knowledge of VIP welcoming protocol

TECHNICAL

COMPETENCIES:
Computer literacy adapted to the field of training:

  • Solid Knowledge in Microsoft Office (Word, Excel andPowerPoint) Advanced knowledge of Opera Basic knowledge of Micros

INDIVIDUALCHARACTERISTICS:
To fill this position the candidate must identify with theKempinski core values, in addition they should beespecially:? People Oriented? Passionate for European luxury? Entrepreneurial? Straightforward? Developing others? Motivating others? Planning/ Organization? Problem solving? Flexibility? Concern for quality? Initiative? Results oriented? Teamwork / Cooperation? Interpersonal skills? Customer service orientation? Oral and Listening Skills? Good writing skills? Friendly and caring attitude? Self controlled

OTHER SKILLS:
Depending on region and property

Role:

Front Office SupervisorJob Type:
Seasonal , Full TimeLocation: Venice,

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