Company Description

"Why work for Accor?
We are far more than a worldwide leader. We welcome you as you are and you can find a job and brand that matches your personality. We support you to grow and learn every day, making sure that work brings purpose to your life, so that during your journey with us, you can continue to explore Accor\xe2\x80\x99s limitless possibilities.
By joining Accor, every chapter of your story is yours to write and together we can imagine tomorrow\'s hospitality. Discover the life that awaits you at Accor, visit https://careers.accor.com/
Do what you love, care for the world, dare to challenge the status quo! #BELIMITLESS"



The Front Office Supervisor is a key member of our Front Office Leadership Team. The Front Office Supervisor will ensure the smooth operations and the highest level of guest satisfaction. Is responsible for the daily operations of the Front Office department. Identifies training needs and implements an action plan. Works hand in hand with all outlets of the hotel to exceed guest expectations. Is friendly, courteous and able to work well under pressure.

Guest Experience:

• Ensuring the highest levels of guest services are met and exceeded through the implementation of the correct Leading Hotels of the World and Fairmont policies and procedures.
• Upselling, ALL Loyalty Membership.
• Consistent development, monitoring and follow up on Guest Satisfaction.

Key Responsibilities and Duties:

• Active participation in the implementation and follow up on action plans for training and recovery plans for missed guest opportunities.
• Taking charge of groups arrivals and allocating responsibilities to ensure a smooth arrival.
• Assisting in the administration and management of the Front Office department.
• Liaising with different departments on a regular basis, to ensure clear and concise communication.
• Responsibility to complete the monthly Front Office rosters for the Guest Liaison and Switchboard teams.
• Responsibility to drive and encourage the All Loyalty Programme \xe2\x80\x93 Targets to be set and achieved.
• Responsible for the training of all Front Office members when a need is identified.
• Responsible to prepare for and attend morning meetings.
• Responsible for the allocation of rooms to individuals and groups prior to guest arrivals.
• Responsible for ordering and receiving stationery for the Front Office department.
• Check the prep completed by Switchboard a day in advance, to ensure once signed off, that it is sent to the required departments.
• Works with Switchboard to ensure all profiles are updated and sent out at least 1 week in advance for all departments to prepare accordingly.
• Allocates responsibility and ensures the completion of the Operations Calendar every 2 weeks.
• Assists the Assistant Front Office Manager in ordering and controlling the Gifts at Cape Grace.
• Responsible for the monthly staff transport budget.
• Responsible to complete the staff transport invoice on a monthly basis and to be signed off by a manager.
• Responsible for the management and preparation of all special events celebrated in Cape Town, Example: 2 Oceans Marathon, The Argus Marathon, Easter, Festive, ect.
• Co-ordinate daily handover and closure of all shifts, including the monitoring and signing of daily checklists which are mandatory.
• In the absence of any Switchboard, Reception or Concierge member, the Front Office Supervisor is expected to arrange alternative cover and/or assist with the necessary duties needed to ensure the smooth operation of the department.
• Assist with the management of all front office stores and has the responsibility to make sure PAR levels are inline with the occupancy.
• Ensuring procedures are followed when dealing with all safety and security issues concerned.
• Participation of First Aid coverage and handling of all emergency related situations.
• Ability to perform over and above the required responsibilities in line with providing excellent leadership skills.

Financial Attributes:

• Assist in upselling and setting reasonable targets.
• Encourage the upselling of the hotel vehicle to increase revenue.
• Assist in driving the ALL \xe2\x80\x93 Loyalty programme and continuous follow through to ensure the targets are met
• Assist in promoting the upselling of all hotel facilities and outlets.
• Assists the Assistant Front Office Manager in controlling the gifting budget.

Qualifications

Job Requirements and Qualification:

• Minimum of 2 years\xe2\x80\x99 experience within a Supervisory Position preferably related to the hospitality industry
• Degree or Diploma in Hospitality Management is an asset
• Excellent communication (written/verbal) in the English language. Additional language is advantageous.
• Interpersonal skills and the ability to develop talent
• Ability to motivate, guide and coach a diverse colleague group
• Strong organizational, administrative and time management skills with the ability to be flexible with hours, days off, assignment and additional duties
• An operational knowledge and proficiency in Front Office Systems- including Opera Cloud and Microsoft Office suite (Word, Excel, PowerPoint)
• Excels in a fast paced and challenging team-oriented environment
• Solid knowledge of Front Office Procedures

Additional Information

Our commitment to Diversity & Inclusion:
We are an inclusive company and our ambition is to attract, recruit and promote diverse talent.

Accor