Front Desk Supervisor - Mathills Services
Mathills Services Limited
Owerri
6d ago
source : BetaJob

Position Summary

  • The Front office primarily supervises front office team members to ensure efficient and smooth operations for producing excellent feedback and guest satisfaction.
  • Responds in a professional and courteous manner to guest by providing accurate and timely information and services.

  • He / she will also ensure hotel charges are processed diligently to guest accounts, invoices are accurate, billing instructions are verified, all necessary supporting bills and vouchers are attached for direct settlements.
  • Duties & Responsibilities

  • Ensure outstanding customer care at all times.
  • Maintain a friendly, cheerful and courteous demeanor at all times.
  • Courteously and accurately answers inquiries from potential guests and accepts hotel reservations.
  • Responds to telephone and in-person inquiries regarding reservations, hotel information and guest concerns.
  • Uses suggestive selling techniques to sell room nights, increase occupancy and revenue.
  • Supervise daily shift process ensuring all team members adhere to standard operating procedures.
  • Train, direct the work of, resolve issues / problems and coach and counsel the front desk team members to ensure a quality operation.
  • Resolve customer issues, complaints, problems in a quick, efficient manner to maintain a high level of customer satisfaction and quality service.
  • Adhere to company credit limit / floor limit policies.
  • Allocate rooms to expected arrivals after checking the guests preferences and special requests.
  • Build strong relationships and liaise with all other department's especially housekeeping, reservations etc.
  • Cross Check all billing instructions are correctly updated
  • Controls cash transactions at the front desk and maintains complete responsibility for personal bank as specified by hotel bank agreement policy.
  • Supervise the operations of the front desk to ensure an optimal level of service and hospitality is provided to the guests.
  • Performs other duties as assigned, requested or deemed necessary by management.
  • Ensure Front office logbook and hotel log book is always updated and actioned upon.
  • Ensures safety by following guest check in and security procedures and reporting suspicious activity to security, manager, or MOD.
  • Assist all departments in servicing the guests during high volume periods.
  • Takes responsibility in the absence of the Duty Manager / Front office manager
  • As a supervisor you will be a role model, sharing your expertise and continually inspiring the front office team.
  • Prerequisties :

  • A positive attitude and excellent communication skills. Experience of motivating and leading a winning team. Ability to remain calm whilst under pressure.
  • Education

  • Degree or Diploma in Hospitality Management is an asset or Graduates Bachelor degree and / or diploma in hotel or other related field.
  • Computer Knowledge and experience in MS office programs.

    Experience :

  • Minimum 2 to 3 years work experience as Front Office Associate / Front office cashier in a hotel.
  • N40,000 Monthly.

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