Front Office Supervisor

Key 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.

Desired Skills & Qualifications:

• Hotel Apprenticeship
• College Diploma in Hospitality Management or equivalent
• 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.
• 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
• Include the skills the candidate must have to fill this position:
• Operational knowledge of front desk operations
• Knowledge of VIP welcoming protocol
• 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
• 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

At Kempinski Hotels we pride ourselves on delivering a beautiful performance for each and every one of our guests. Dedicated to please, educated to entertain and never compromising on the European elegance of service, we are driven by our passion for crafting distinct and meaningful experiences. Each of our remarkable properties is a stage upon which our people perform their best and every day is an opportunity to apply their unique talents. We offer recognition for your skills, an environment that encourages personal growth, and respect and support from colleagues and leaders. Connected by our shared values, our passion for craftsmanship, and our care for one another, we are a global community of hoteliers. Your stage awaits.