Role
The Front Office Supervisor assists the Front Office Manager in managing the front office team. The Front Office Supervisor is required to demonstrate humility in team leadership, be technically sound in a front office programme, have a guest-centered approach to service delivery, be a confident communicator, and embody teamwork and a sense of responsibility to support the Raffles brand. Upon joining the team during a pre-opening trip, the Front Office Supervisor must be ready to embody a tenacious and innovative spirit of team building with leaders.
Raffles Hotels & Resorts
An Oasis for Well-Travelled Travelers Since 1887 Reinterpreted for the 21st century traveller, Raffles has been synonymous with luxury, splendor and exceptional service for more than a century. Born in Singapore, the brand has since expanded its network across the globe, welcoming the influential community in every destination. Whether you come for drinks, dinner, partying or simply relaxing, the dignitaries who work at Raffles know better than anyone how to ensure “arrival as guest, departure as friend, return as family”.
Main roles and responsibilities
Willing to take on all roles including night shifts for the front office team
Takes responsibility and ownership in creating personal bonds through emotional well-being between Raffles Ambassadors and guests
Maintains communication channels with all departments of the hotel
Ensure adherence to the arrival/departure service sequence
– Imposes the etiquette of the performance management system and the accuracy of administrative duties
– Executing check-in, check-out and room change procedures and ensuring that all data is fully entered into the hotel systems
Maintain cashier float and ensure accurate daily report of all funds received
Assists the functions of other hotel departments when needed
– Champions and complete daily bookkeeping for the front office team
Responsible for maintaining stock levels, maintenance and general maintenance of equipment and operating supplies
Evaluates appearance, ensures discipline, and competency of all employees under direct supervision
Assist in identifying key performance indicators and deliverables for the year with the Front Office Manager
Assist the Front Office Manager to evaluate the team at the end of the year
Training and coordination with supporting departments
– Promptly answers any internal guest calls, instant messages and emails and communicates with the concerned departments in resolving guest requests.
Fully understands the position of Front of-House and the entire department is constantly renewing and developing itself to make sure it keeps pace with trends in the hospitality industry
– Ensures that standards of service and individual performance are aligned with Accor’s values - guest passion, trust, sustainable performance, spirit of conquest, innovation and respect.
Executes annual sales strategy and achieves all objectives set by management
Ensures that guests receive the experience as detailed in the brand’s Standard Operating Procedures (SOP), the local Raffles Doha Standard Operating Procedures (LSOP) as well as the five-star Forbes Quality Assurance (LQA) standards / Aims to achieve the results and objectives set by the management
– Performs any special duties and projects as requested by management, whether in your own department or in any other department of the hotel
Character traits required for the role
Possesses strong interpersonal skills and the ability to communicate in a second language
Manages all guest/team member needs with the same motivation
– Attention to detail and friendly demeanor to all guests and team members
Compose under pressure, make rational decisions to resolve situations, and are delivered with a degree of professionalism
Self-motivated approach to carrying out assigned responsibilities
– Ensures the security and confidentiality of guest and hotel information in accordance with the company/state data security law
Possesses good knowledge of computer system and property management
High level of integrity, enthusiasm and dedication to continuous improvement
Adopts change and open-mindedness in a dynamic work environment
Has the understanding and culture of Middle Eastern customers
Has an understanding of the key stakeholders in the luxury travel space
A caring employer offering respect, training and career development to our employees. Attractive employer offering over 100 careers across five continents.
We are much more than just a global leader. We are 250,000 hoteliers and have the same passion for welcoming. We take care of millions of guests at our 4,300 addresses and on our digital platforms. As operator, franchisor (HotelServices), owner and investor (HotelInvest), we invest all our energies in making “Feel Welcome” resonate as the best hotel promise.
From luxury to economy and in every corner of the world, more than 20 AccorHotels brands meet all the needs of business and leisure travelers looking for comfort, attention and quality service.