Front Office Supervisor

Описание

We are seeking an experienced and service-oriented Front Office Supervisor to join our Rooms Division team at Swissotel Almaty. The Front Office Supervisor will be responsible for overseeing the daily operations of the Front Office, ensuring that guest service standards are met and exceeded, and coordinating effectively with other departments.

 

Key Responsibilities:

• Supervise and coordinate daily front office operations, ensuring a smooth guest check-in/check-out process.

• Ensure all front office team members deliver a warm and welcoming service, adhering to hotel standards and procedures.

• Act as the liaison between the Front Office and other departments to ensure seamless guest experiences.

• Handle guest complaints and requests efficiently, ensuring guest satisfaction.

• Provide ongoing support and communication to the Front Office team, motivating them to deliver exceptional service.

• Conduct regular inspections of guest areas and report any issues or service gaps to the Director and Assistant Director of Rooms.

• Respond to guest feedback and draft written responses to negative reviews or complaints.

• Maintain cleanliness and orderliness in guest-facing areas.

• Train new Front Office staff and ensure ongoing staff development through regular training sessions.

• Ensure all team members attend mandatory trainings and follow grooming and appearance standards.

• Personally greet and escort VIP guests and ensure special requests are met.

• Manage lost & found procedures and guest communication related to lost items.

• Maintain and update a database of repeat guests and their preferences.

• Ensure all operations are compliant with hotel policies, service standards, and safety procedures.

• Perform any additional duties as assigned by the Director or Assistant Director of Rooms.

• Education: Higher education required, preferably in Hospitality, Tourism, or a related field.

• Experience: At least 1 year of supervisory experience in Front Office or Guest Services, preferably in the hospitality industry.

Knowledge, Skills, and Abilities:

• Proficiency in English (verbal and written).

• Strong knowledge of hospitality service standards and guest service etiquette.

Working Conditions:

•  

• Familiarity with basic psychology and sociology principles related to guest interactions.

• Strong communication, leadership, and conflict-resolution skills.

• Knowledge of hotel safety regulations and emergency procedures.

• High level of discretion when dealing with guest information.

• Proficiency in hotel PMS systems (Opera preferred) and Microsoft Office.

• Full-time position, with flexibility to work shifts, weekends, and holidays.

• Competitive salary and benefits package.

• Opportunities for growth and career development within the hotel and Accor network.