Front Office Supervisor

Habiba Balogun Consulting

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A new resort hotel in Epe, Lagos State, under the management of a hospitality group, is looking for employees who are:

Very friendly & social

Speak English and one native language

Open to correction and learning

Hands-on and have a can-do approach

Mature and calm under pressure

Responsible and respectful 

 

Overview of duties

  • Ensures guests have a smooth stay at the resort
  • Organises the customer welcome and care provided by his/her team
  • Supervises the work of the receptionists on his/her team
  • Helps meet the department's quantitative and qualitative targets
  • Implements brand actions related to Front Office

 

Main responsibilities

  • Customer relations
  • Develops high quality relationships with guests, from the moment they arrive and throughout their stay, in
  • order to foster loyalty
  • Takes into account and anticipates guests' needs
  • Handles any guest complaints that cannot be settled directly by team members and provides a rapid solution
  • Controls all reservations.

 

Professional techniques / Production

  • Takes part in, organises and supervises guest arrivals and departures that concern his/her team
  • Ensures that guest documentation and information is available and up-to date
  • Ensures that the pricing policy and internal audit procedures are duly applied
  • Ensures that information is passed on to other departments as necessary (floor staff, technical team etc) and to the other members of the department
  • Keeps track of the standard of services delivered, based on guest comments and quality audits
  • Updates and checks that information in the rooms and reception directories are up-to-date

 

Team management

  • Develops employees' motivation and team spirit by creating a good working atmosphere
  • Is involved in recruitment
  • Integrates and trains employees, providing support for skills development
  • Applies labour legislation
  • Ensures that employees are well presented (uniforms, personal hygiene etc)
  • Commercial / Sales
  • Contributes to synergy within the marketplace by promoting the inter-resort coordination policy
  • Makes sure that the resort's pricing policy and sales pitches are duly applied in order to optimise REVPAR
  • Ensures the brand Is promoted to guests
  • Motivates and drives the team to attain the department's quantative targets

 

Management and administration

  • Supervises the management of debtors, group and individual guest invoicing
  • Supervises recording and cash operations while on duty
  • Ensures cash management is correctly handled
  • Hygiene / Personal safety / Environment
  • Ensures that the workplace remains clean and tidy
  • Knows and ensures application of the resort's security regulations (in case of fire etc)
  • Ensures the safety of people and property in the resort

 

Reporting line

Reports to the Rooms Division Manager

 

Profile

Education / Professional experience

  • Vocational and or diploma/degree level in hospitality
  • Previous experience working at the front desk
  • Computer literate in the Windows environment, PMS, with an aptitude for new technologies
  • Fluent in the national language
  • Business English and a third language would be a plus

 

Skills / Qualities

  • Guest oriented and service minded
  • Sales acumen
  • Good listening and communication skills
  • Self confidence
  • Excellent presentation
  • Ability to work under pressure
  • Responsiveness
  • A natural team leader

 

Benefits

A good salary and benefits in a conducive work environment, with training and personal development can be yours if you are ready to take on responsibility to fill this position

Summary

Company

Habiba Balogun Consulting

Job Level

Experienced (Non-Manager)

Location

Lagos

Specialization

Administration & Office Support

Job Type

Full-Time

Minimum Qualification

Diploma

Preferred Years of Experience

1 - 3 years