Aug 03, 2017
A Front Office Supervisor with Waldorf Astoria Hotels & resorts is responsible for ensuring consistent quality of customer service is provided to all guests in accordance with Hilton Standards. Greets and registers guests, providing prompt and courteous service. Checks guests out of the hotel. Resolves guest challenges throughout their stay in our hotel. Upgrades guests as required. Promotes hotel services, amenities and up sells products to the guests. Taking account of the established service standard and Management guidelines. What will it be like to work for this Hilton Worldwide Brand? In exceptional destinations around the globe, Waldorf Astoria Hotels & Resorts reflect the culture and history of their extraordinary locations, as well as fresh, modern expressions of Waldorf Astoria's rich legacy. Waldorf Astoria provides guests the exceptional environment and the personalized attention of true Waldorf service that creates a singular experience. If you understand the value personalized attention and know how to treat even the most extraordinarily different experiences with the same rich level of customer service, you may be just the person we are looking for to work as a Team Member with Waldorf Astoria Hotels & Resorts. Because it’s with Waldorf Astoria Hotels & Resorts where we promise our Guests a single rich, experience at every extraordinary place they visit. What will I be doing? As an FO Supervisor, you are responsible for performing the following tasks to the highest standards: Assign and instruct Guest Service Agents, Operators and Bell Attendants in details of work. Observe performance and encourage improvement. Monitor lobby traffic to make staffing adjustments accordingly. Manage front desk operations by completing a checklist of important daily tasks, determining room and rate availability and making decisions that are in the best interest of the hotel. Assist Guest Service Agents, Operators, Reservation Agents, Bell Attendants and other departments with any questions or requests. Resolve customer complaints by conducting thorough research of the situation and the most effective resolution. Authorize revenue allowances to remedy problems only after alternative solutions have been offered. Prepare and conduct daily pre-shift meetings, communicate effectively with all staff and provide them with any information necessary to provide guest service in accordance with Hilton Standards. Monitor performance of staff with performance evaluations and discipline issues. Make recommendations for training related issues when inconsistencies develop at the Front Desk. Perform other duties assigned by the Front Office Manager or Assistant Front Office Manager. Complete daily checklists of duties, to assure that appropriate reports are filed, and use analysis and judgment skills when preparing room discrepancy report. Pre-allocate all VIP’s and Hilton Honors Reservations so rooms maybe inspected, and at the same time to ensure amenities are delivered to the correct rooms. Transmit daily H Honors and airline bonus mileage accounts. Prepare daily forecast of expected arrivals and departures using analysis and judgment skills. Operation of office equipment such as facsimile and photocopier is needed. Respond promptly to guest requests for a supervisor of manager. Maintain and update guest history and marketing database as laid down in the Front office procedures. Ensure all Duty shift procedures are being carried out and recorded on the shift checklist. Ensure supervised is punctual and correctly dressed and that the reception desk is covered by at least one person at all times. Ensure that a detailed hand over is carried out between shifts including the volume of business, special guests, tasks to be clarified/completed and any special events that are taking place. Monitor, support and correct performance of receptionists to ensure our customers receive a fast, efficient and friendly service at all times. Ensure a high level of product knowledge of the hotel and the local area, and know what is happening in the hotel. Ensure our customers receive a fast, efficient and friendly check in and check out. Ensure a high level of liaison is maintained between front Office and all other departments within the hotel. Ensure all customers’ queries or requests are handled in a polite, efficient manner and a high level of customer service is consistently maintained. Guarantee the tidiness and cleanliness of the reception area. Take regular part in meetings. Preparation and co-ordination of group arrivals/departures. Maximization of room sales and revenue for the hotel by ensuring a sales attitude is adopted at all times and an awareness of all sales opportunities within the hotel is maintained. Adhere to pre-set availability and rate controls and ensure all refused business is recorded with reasons of refusal. Maintain and update guest history and marketing database as laid down in the Front office procedures Comply with all company policies relating to Front Office. Comply with all systems and procedures as laid down by the Front Office Manager and Assistant Front Manager. Take over any other tasks and special projects, which arise in the course of business. Ensure the Front Office Manager and Assistant Front Office Manager is kept fully aware of any relevant feedback from either the customers or other departments Maintain regular contact with frequent guests and all VIP guests of the Hotel. Deals professionally with guest complaints ensuring guest satisfaction.. Ensure a good performance oriented working environment within the department and motivate the staff. Check that standards are maintained by targeted training. Recognize training requirements; assist in developing training plans and training courses for employees. Participate regularly in training courses and put the skills learned there into practice. Inform employees regularly on all new and current offers of Hilton International and monitor their sales strategies in daily business. Responsible for the cash inventory allocated to him/her, i.e. daily check, declaring shortfalls and separate calculation of tips. Adhere to company credit policies to ensure that all revenue expected will be received. Carry out a credit check on each shift. Ensure that all charges are posted correctly. Cashing cheques and bills of exchange in foreign currencies for hotel guests in accordance with credit policy. Receives payment by cash, credit cards, cheques, etc. and is able to post these in the computer correctly. Responsible for a float that has been provided by the hotel declaring any shortfalls or overages. Carry out correct cashing up at the end of each shift and adjustment of errors. Detailed knowledge of the fire, safety and evacuation procedures of the hotel. Know the emergency equipment on the telephone switchboard, how to use it and what to do in cases of emergency. Be available for guests at all times as a point of contact and co-responsibility for appropriate treatment of guest complaints, passing on and documenting such complaints. Acceptance and passing on of the wishes of guests to the corresponding departments/persons. Inform the various departments in regard to social requests, early and late departures, changes of room and other information important for the various departments. Accept reservations and enter these into computer. Have knowledge of all the equipment and installations on the Executive Floor, and able to work there independently in conformity with the established standard and take over shifts if necessary. Job Requirements What are we looking for? The individual must possess the following knowledge, skills and abilities and be able to explain and demonstrate that he or she can perform the essential functions of the job, with or without reasonable accommodation. Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger, collect accurate information to resolve conflicts. Basic mathematical skills and considerable skill in the use and operation of a calculator to prepare complex mathematical calculations without error. Ability to listen effectively and comprehend the English language to understand and obtain instructions and information. Ability to see and hear in order to observe and detect signs of emergency situations.
Waldorf Astoria Ras Al Khaimah