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Front Office Supervisor
2 mesi fa
San Clemente Palace Kempinski Venice is seeking a highly skilled and experienced Front Office Supervisor to join our team. As a key member of our Front Office department, you will be responsible for ensuring that our guests receive exceptional service and that our operations run smoothly.
Key Responsibilities- Supervise the day-to-day operations of the Reception section, including the arrival and departure of guests, room sales, and room assignments.
- Coordinate and monitor the work of direct subordinates, ensuring that all receptionists are well-groomed and provide excellent service to our guests.
- Carry out training for new employees and on-the-job training to ensure that our team is equipped to provide exceptional service.
- Motivate staff to achieve excellent performance and handle guest requests and complaints in a polite and efficient manner.
- Liaise and coordinate with various departments to ensure that all guest information is accurate and that their specific requirements are addressed.
- Keep abreast of hotel products and services, as well as tourist and business traveling information that may be of interest to our guests.
- Supervise all cashier work of subordinates and update all on loyalty programs.
- Accomplish a set of administrative duties, including briefing, producing, reviewing, and writing reports.
- Minimum of 1-2 years of experience in a receptionist position at a Front Office in an international five-star hotel.
- Ability to work and communicate in a multinational environment: Italian - excellent oral and written skills (as applicable), English - excellent oral and written skills.
- Operational knowledge of front desk operations, knowledge of VIP welcoming protocol, and technical competencies in Microsoft Office (Word, Excel, and PowerPoint) and Opera.
The incumbent in this position is responsible for supervising the operations at the reception to ensure that the highest professional services are given to all guests in accordance with the Kempinski and Leading Quality Assurance (LQA) service standards.
Scope of WorkThe 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.
