Front Office Supervisor

Job brief:

as a Front Office Supervisor, you will be leading the front office activities and overseeing the daily operations of the front desk team. your tasks will be managing guest experience throughout journey including facilitating check-ins and check-outs, providing assistance to guests in different phases; pre-arrival, during and after their stay. monitoring guests' satisfaction and ensuring that all guests have a positive experience are the main goals and KPIs that you will be focusing on. and finally, participating actively in generating more sales for the assigned property. are you equipped with the right tools and ready for a unique journey? then you are welcomed.

Responsibilities:

• supervises and manages guests experience pre-arrival, during the stay, and after checking out and makes sure all are recorded properly in the Property Management Software (PMS)
  
• participates in developing and enhancing the guests journey in collaboration with the Customer Experience team and based on the brand strategy and guidelines
  
• interacts with guests and supervises fulfilling their needs in a reasonable time manner
  
• acts as duty manager, when needed, and develops efficient communication with different teams in the property
  
• monitors the guests satisfaction throughout different online and offline platforms and suggests required changes
  
• attends morning briefs at the property and takes charge of preparing the team to present the important information in a smooth way
  
• helps in taking calls, responding to messages, and replying to emails related to the guests experience in the property
  
• conducts B-to-C sales activities and supervises Front Office team performance to achieve monthly and yearly targets
  
• monitors different B-to-C sales channels and suggests modifications that will enhance sales
  
• collaborates with B-to-B sales team in directing related sales and in managing their contracts
  
• revises the financial documentation on a daily basis and plans the needed budgets in collaboration with the finance team
  
• evaluates Front Office team members and facilitates the hiring and development plans based on the function needs
  
• ensures that all team members are following the proper shift schedules and quickly find solutions in emergency cases
  

• relevant experience in a similar position for at least 1-3 years
  
• previous experience working in the luxury hospitality industry OR with a luxury lifestyle brands is preferred
  
• excellent verbal, writing, listening and presentation skills
  
• self-motivated and creative problem-solver
  
• ability to work both autonomously and in a team setting