Key Duties & Responsibilities: 

• Supervise accurate and efficient Reception operations including check in/out procedures
• Support Team Members in handling Guest requests and enquires to ensure a positive outcome
• Ensure the Front Office Manager is fully aware of any relevant feedback from Guests and/or other departments
• Ensure a consistent, high level of customer service
• Brief your team on any events or VIP guests in the hotel that day
• Drive sales revenues and promote hotel services and facilities for up-selling opportunities
• Understand and apply correct procedures regarding the acceptance of foreign currencies, credit cards and cash in accordance with the hotel credit policy
• Assist with the implementation and achievement of departmental targets and objectives, work schedules, budgets and policies and procedures
• Monitor the appearance, standards and performance of the Front Office Team with an emphasis on training and teamwork
• Ensure Team Members have current knowledge of all room categories, room rates, packages, promotions, local area and other general product knowledge necessary to perform their duties
• Demonstrate positive leadership characteristics to inspire Team Members to meet and exceed standards
• Act in accordance with the front of house equipment and the property management systems
• Conduct training programs on an ongoing basis
• Carry out shift handovers and brief team members as required
• Follow company brand standards
• Assist other departments, as necessary, and maintain good working relationships with hotel Team Members

Qualifications and Experience required:

• Experience supervising people and leading teams
• Previous experience in a customer-focused industry
• Positive attitude and good communication skills
• Committed to delivering a high level of customer service
• Excellent grooming standards
• Ability to work on your own or as part of a team
• Competent level of IT proficiency