Hotel Front Desk Supervisor - Johannesburg
Responsibilities: Oversee operations, ensure exceptional guest experiences, and maintain top-notch service standards. Provide outstanding customer care. Maintain a professional, courteous demeanour. Handle guest enquiries and complaints efficiently. Respond promptly to reservations and guest concerns. Utilize suggestive selling techniques for room bookings. Supervise daily shift operations and ensure adherence to procedures. Train and guide front desk team, resolving issues and maintaining quality service. Resolve customer issues promptly for high satisfaction levels. Adhere to company credit policies. Allocate rooms based on guest preferences and special requests. Coordinate with other departments for seamless operations. Handle phone calls, wake-up calls, and messages professionally. Cross-check billing instructions for accuracy. Manage group arrivals and ensure proper payment. Control cash transactions and maintain personal bank. Assist in various duties as assigned by management. Ensure safety and report any suspicious activity. Assist all departments during busy periods. Schedule front desk and Switchboard shifts. Participate in forecast reporting. Manage time and attendance accurately. Attend required meetings. Maintain stock of front desk supplies and ensure equipment functionality. Supervise front desk team members to ensure efficient and smooth operations, producing excellent feedback and guest satisfaction. Provide technical support to front desk and housekeeping staff when needed. Act as a role model, sharing expertise and knowledge while continually inspiring front desk associates. Ensure hotel charges are processed diligently to guest's accounts, invoices are accurate, billing instructions are verified, all necessary supporting bills and vouchers are attached for direct settlements. Monitor Night Audit function to ensure hotel ledgers are balanced. Ensure that all guests are satisfied when complaints arise. Guest Service is the number one focus in this role. Requirements: Exceptional organizational skills and attention to detail. Ability to multitask in a fast-paced environment. Flexibility to work shifts, including evenings, weekends, and holidays. Experience in handling cash and familiarity with financial procedures. Knowledge of health and safety regulations in the Hospitality industry. Ability to handle difficult situations or guests with patience and professionalism. Proven track record of meeting or exceeding customer service goals or metrics. Remuneration: Up to R17 000 per month.
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