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Level / Location: Level- onsite at The Johnstown Estate, Enfield
Reporting To: Front Office Manager/Rooms Division Manager
At The Johnstown Estate, we do warm, authentic welcomes particularly well, and constantly strive to deliver a polished service, guest comfort and excellence in everything we do. Our values of Passion, Customer Focus, Teamwork, and Integrity are always forefront in our minds as we passionately care about our guest experience and are committed to being the best in all we do. We are also committed to training and developing our team members and ensuring their journey with us inspires them each day.
Under the general direction of the Front Office Manager/Hotel Duty Manager/Night Manager and within the limits of establishment policies and procedures, performs all aspects of essential duties and responsibilities as a Front Office Supervisor. Overseeing the daily operation through set processes, ensure that proactive action is taken to ensure the needs of all guests are met and that additional measures are taken to create lasting experiences. Drive high standards and quality and productivity and create a culture of accountability. As a team member, continually strives to deliver the highest quality of service to customers, whilst adhering to all rules, regulations, and guidelines of the hotel. Promotes the desired work culture around the behaviours and competencies of the Johnstown Estate Hotel & Spa. In the role of Front Office Supervisor, you will be responsible to work closely with peers – Night Manager, and across departments and supervise all receptionists, build synergies and report directly to the Front Office Manager or as directed by the hotel management in the absence of FOM. Perform duties of Night Manager reliever when he/she is on vacation or off days as required.
About The Role
Duties and Responsibilities of the Role:
1. To work with the Front Office Manager/Rooms Division Manager to ensure the smooth running of the Front of House area and assist in other departments within the hotel.
2. To have an extensive working knowledge of the hotel Property Management System Opera.
3. To have up to date information on daily guest check in and check out, daily events, groups.
4. To ensure guest expectations are met.
5. To have a good working knowledge of back office financial procedures – PM accounts, No Shows, Cancellations, Sales Ledgers.
6. To have a good working knowledge of how to deal with groups – check list, taking of breakfast/dinner/bag pull times, checking group bills.
7. To work closely with the Accommodation/Rooms Revenue Manager to ensure a consistency of communication is maintained.
8. To ensure all standard operational procedures are followed by all staff on duty.
9. To be familiar with the preparation of all Front Office & Back Office reports.
10. Shifts 7am – 3pm, 3pm – 11pm, 11pm – 7am or others as dictated by the business levels.
11. Other Duties: to carry out any other reasonable duties as requested by the management team, such as covering duty manager night shifts.
12. Monitor & work alongside the reception colleagues to ensure maximum guest satisfaction through personal recognition and prompt cordial attention from arrival through departure.
13. Work closely within the department and other interacting departments consistently so that our guests receive all benefits & are acknowledged on arrival as per their levels.
14. Handle guest complaints and refer them as necessary to FOM for guidance, follows up on corrective/preventive action with the help of Night Managers or FOM Compile, analyse existing procedures and perform process renovation to have benefit operation.
15. Appraise appearance, discipline, and efficiency of all staff under direct supervision and initiate immediate remedial action if necessary.
16. Support to organize and conduct regular meetings for all Reception team to facilitate communications and smooth operations.
17. Assist FOM prepare efficient work schedule for Reception Team, arranging holidays and vacation, taking into consideration projected occupancy and forecasts and any large group movements, especially those with early or late arrivals or departures.
18. Ensuring implementation and compliance of the Company’s Fire, Life and Safety requirements.
19. Ensures training needs analysis of Reception Team is carried out and trainings are conducted (at least 2 hours per month).
20. Coaches, counsels, and disciplines staff, providing constructive feedback to enhance performance.
Requirements for the role:
1. Associates degree in hospitality management and/or similar work experiences or certified accreditation and minimum 1 year experience in supervisory Level in 4* property with 100+ inventory.
2. Perform duties of Night Manager reliever Duties to cover vacation / off days as per business requirement.
3. Support the night porters on performing C&B duties - candidate should be able to handle setup of dance floor, ballroom layout etc, handle all complaints that arise at the hotel.
4. Proficiency in speaking and writing Business English.
5. Additional language - bilingual.
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