SCOPE The incumbent in the position is responsible for supervising the operations at the reception to ensure that the highest professional services are given to all guests in accordance with the Kempinski and Leading Quality Assurance (LQA) service standards. OVERALL OBJECTIVES The job of Front Office Supervisor is executed satisfactorily when: ? Upselling is monitored and tracked in order to increase room revenues. ? Shift closing is done properly. ? Financial Policies and Procedures are supported and followed. ? LQA (Leading Quality Assurance) audit results are 85% and above. ? CSS (Customer Satisfaction Survey) results are rated on an average with "5" and above. MAIN RESPONSIBILITIES ? Plan and supervise the day to day operations of the Reception section which are related to the arrival and departure of guests, including the room sales, the room assignments of VIPs, Groups and Crews and room registrations. ? Coordinates and monitors the work of direct subordinates and verifies that all receptionists are well groomed in order to ensure clients' satisfaction and adherence to service standards. ? Carry out training for new employees and on the job training. Motivates staff to bring about excellent performance. ? Handles guest requests and complaints in a polite and efficient manner, gives further instructions to the relevant staff if needed to ensure customer satisfaction and maintains a record of all complaints received from all guests. Follow up when necessary. ? Liaise and coordinate with various departments to ensure all information on guests are accurate such as rate, room type, billing, guest requests and oversee that guests' specific requirements are addressed in an efficient manner. ? Keep abreast on hotel products and services as well as on tourist and business traveling information that may be of any interest to our guests. ? Constant training of subordinates. ? Supervise all cashier work of subordinates. ? Update all on loyalty programme. ? At the end of shift, do handover reporting guest complaints, unusual situations and incidents that need follow up, to ensure efficiency in the operation. ? Accomplish a set of administrative duties such as briefing, producing, reviewing and writing reports and other specific duties related to the job function. ? Any other duties, which may be assigned to you from time to time as directed by your Supervisor or Manager. Additional responsibilities and tasks can be added at any time according to the needs of the business and of the hotel. NATIONALITY: Eligible for a working permit in country of hire EDUCATION: Hotel Apprenticeship, College Diploma in Hospitality Management or equivalent EXPERIENCE: To fill the position, one of the following is required: Minimum of 1 to 2 years experience in a receptionist position at Front Office Preferably in an international five star hotel. LANGUAGE: Ability to work and communicate in a multinational environment: Local language – excellent oral and written skills (as applicable) English – excellent oral and written skills Additional language - beneficial COMPETENCIES: Include the skills the candidate must have to fill this position Operational knowledge of front desk operations Knowledge of VIP welcoming protocol TECHNICAL COMPETENCIES: Computer literacy adapted to the field of training: Solid Knowledge in Microsoft Office (Word, Excel and PowerPoint) Advanced knowledge of Opera Basic knowledge of Micros INDIVIDUAL CHARACTERISTICS: To fill this position the candidate must identify with the Kempinski core values, in addition they should be especially: People Oriented Passionate for European luxury Entrepreneurial Straightforward Developing others Motivating others Planning/ Organization Problem solving Flexibility Concern for quality Initiative Results oriented Teamwork / Cooperation Interpersonal skills Customer service orientation Oral and Listening Skills Good writing skills Friendly and caring attitude Self controlled OTHER SKILLS: Depending on region and property. Role: Front Office Supervisor Job Type: Permanent , Full Time Location: Venice, Apply for this job now.
