**Responsibilities**:
The Front Office Supervisor is primarily responsible for supervising all the Receptionists while they are on shift, ensuring all tasks are completed on a daily basis and that the shift runs smoothly, being the main point of communication for Reception and all other operating departments, such as Housekeeping and Engineering.
– Supervise Receptionists/Guest Service Agents, assisting them with issues that may arise and ensuring that all tasks are completed up to Fairmont standards
– Ensure staff have their breaks, according to the number of hours worked
– Ensure that there is adequate staff coverage in the Lobby and at the Reception/Front Desk at all times
– Ensure that the entire Front Office and the surrounding areas and including Lobby, Concierge and Reception/Front Desk is continuously clean and tidy
– Be fully competent in all reception and cashier duties
– Cover all shifts if required
– Cover Rooms Coordinator shifts if required
– Liaise with other Departments in regards to special guest requirements (i.e. Uniform/Guest Services, Florist, Housekeeping, In Room Dining)
– Be present at the Reception/Front Desk whenever possible
– Deal promptly and effectively with any complaints
– Meet and greet VIP guests
– Co-ordinate arrivals and departures, monitoring waiting times, always keeping guests informed and ensuring that they are as comfortable as possible
– Conduct a handover at the end of each shift with relieving staff, informing them of any special requirements or problems
– Liaise with Housekeeping as to which rooms do not need to be turned down if occupancy allows
– Liaise with Concierge to ensure swift baggage dispatch and collection
– Follow up on late cancellations and no shows and charge when appropriate
– Inform the receptionist/cashiers of new memo’s during the handover
– Check the next day’s arrivals correspondence, confirming car-, restaurant
– and theatre-bookings. Ensure that all guest needs are dealt with satisfactory
– Coordinate with Rooms Coordinator on all room allocations, ensuring effective communication of these with Receptionists/Guest Service Agents
– Deal with room moves, and ensure seamless communication of these with the relevant departments
– Check potential room revenue for any discrepancies and do necessary corrections
– Balance the screen (room types) for next day
– Maintain amicable and co-operative working relations with all other departments
– To be responsible for identifying any training needs of Reception/Front Office staff and communicating these to the Front Office Training Manager
– Ensure enough supplies of all stationary items are in storage
– Attend any courses Management may deem beneficial
– The Front Office Supervisor may be required to carry out other duties, directed by the Assistant Front Office Manager

Qualifications:

– Minimum 1 year supervisory experience in luxury hotel
– Proficient in the English and **local language** (verbal & written)
– Third language is an asset
– Must be able to handle a multitude of tasks in an intense, ever-changing environment while remaining calm and collective
– Must be flexible in terms of working hours
– A hospitality diploma is an asset
– Knowledge of Property Management System (Micros-Fidelio) and Windows, MS Office Suite an asset
– Prior experience in customer service an asset
– Proven ability to handle cash effectively and accurately