Front Office Supervisor, Raffles The Red Sea

Job description

## Company Description **Raffles & Fairmont Red Sea**, positioned in the Kingdom’s leading Red Sea project, will provide visitors with access to a nature-focused resort. The hotel features 361 rooms, 11 distinct dining concepts, including an overwater restaurant overlooking the Red Sea and mangroves, and a spa. The resort is located adjacent to an 18-hole championship golf course, reflecting Fairmont's association as a world-class golf destination. It will set new standards in sustainable development, and is located on 200 kilometers of pristine coastline, an archipelago of more than 90 unspoiled islands, dormant volcanoes, rich marine habitats, and ancient archaeological sites. ## Job Description Position The Front Office Supervisor is primarily responsible for supervising all reception staff while they are on shift, ensuring that all tasks are completed on a daily basis and that the shift runs smoothly, being the main point of contact for reception and all other operating departments, such as butler, housekeeping and engineering. Grooming Our appearance is a reflection of our personality, and our grooming must reflect a professional image at work, therefore, every member of our team must adhere to grooming standards at all times. Roles and Responsibilities · Supervise receptionists/guest service agents, assist them in resolving issues that may arise and ensure all tasks are completed. In accordance with Raffles standards · Ensure that employees have breaks, as per the number of working hours · Ensure that there is adequate staff coverage in the lobby and at the front desk/reception desk at all times. · Ensure that the entire front office and back office areas are... Maintained amenities including lobby, concierge and reception/front desk are consistently clean and tidy · Be fully competent in all receptionist and cashier duties. · Cover all shifts if necessary. · Coverage room coordinator shifts if necessary. · Liaise with other departments regarding special guest requirements (e.g. uniforms/guest services, florist, housekeeping, in-room dining) · Be present at reception/front desk whenever possible · Deal quickly and effectively with any complaints · Meet and greet important guests · Coordinate arrivals and departures, monitor waiting times, always keeping guests informed and making sure they are as comfortable as possible · Conduct handovers at the end of each shift with staff relief, informing them of any special requirements or problems · Contact housekeeping regarding rooms which need not be declined if occupancy permits · Liaise with the concierge to ensure prompt dispatch and collection of luggage · Follow up on late cancellations and no-shows and collect fees where applicable · Inform the receptionist/cashier of new notes during delivery · Check next day arrival correspondence ce, confirm car, restaurant and theater reservations. Ensure that all guest needs are handled satisfactorily · Coordinate with Room Coordinator on all room assignments, ensuring effective communication with receptionists/guest service agents · Handle room movements, ensuring smooth communication between them with relevant departments · Check room revenue potential for any discrepancies and make necessary corrections · Monitor room Daily hotel and room department financial goals, department financial goals, LQA, TrustYou, and Forbes goals on a daily basis · Balance monitor (room types) for the next day · Maintain cordial and cooperative working relationships with all other departments · Be responsible for identifying any training needs for receptionist/front office staff and communicate them to the Front Office Training Manager · Ensure there is an adequate supply of all fixed items in stock · Attend any courses that management may the employer useful · The Front Office Supervisor may be required to carry out other duties, under the direction of Assistant Front Office Manager ## Qualifications Personal Traits Motivated and proactive Team player Positive attitude and well-spoken person Results driven Initiative Open display Organized commitment to professional values Thinking outside the box Qualifications · Fluency in English and Arabic (verbal and written) · Third language is an asset · Must be able to handle multiple tasks in an intense and ever-changing environment while remaining calm and collegial · Must be flexible in terms of working hours · Hospitality Diploma is an asset · Knowledge of property and window management system · Previous customer service experience is an asset · Proven ability to handle cash effectively and accurately. * Experience in project coordination, scheduling and document monitoring during pre-opening phases. *Pre-opening experience is a must. * A proactive and pro-active approach with a strong sense of ownership and accountability. * Impeccable care and personalized presentation in line with luxury standards

Requirements

• Customer service management
• Proficiency in English
• Ability to solve problems
• Leadership and team management
• Administrative and organizational skills

Skills