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Front Office Supervisor Job in Nairobi, Kenya

Job Summary

Oversees the Front Desk operations, directs the staff in performing their duties and will also perform these duties to include, but not limited to welcoming and registering hotel guests, explaining the accommodations and establishing credit or method of payment, billing/guest check outs, handling guest requests by accurately assessing the guest needs and requests and then adding personal recommendations and touches to achieve maximum customer satisfaction while complying with all Ole- Sereni’ policies.

·         Certificate in Front Office Operations or Higher qualification in Hotel Management.
·         Must be computer literate – working knowledge of office packages – word, excel.
·         Experience: A minimum of one (1) year experience in a similar position in a hotel. Additional language ability is a plus.
·         Have undertaken either internally or through other sources the following course:
·         Basic Accountancy
·         Leadership
·         Customer Care / Hospitality
·         Communications Skills
·         Monitor all activities of front desk on everyday basis and ensure compliance to all policies and procedures to maintain exceptional quality of services.
·         Responsible for the supervision of guest check-in/check-out by ensuring that this is carried out with speed and efficiency
·         Supervise working of all team members and ensure achievement of all front office objectives according to the set standards.
·         Ensure that guest requests are communicated to housekeeping and guest relations for proper preparation prior to check-in
·         Ensures that all arrivals of the day have their rooms ready and their room keys cut and tested before arrival.
·         Ensures proper filling of guest registration cards
·         Makes sure that room status is updated frequently so as to show if rooms are clean, dirty or out of order and make follow with the housekeeping team on readiness of arrival rooms.
·         Ensures speedy check-in of guests and that all check-ins are logged into the system and guest information is updated.

·         Ensure that all deposits are collected upon check in
·         Ensures guest messages are delivered promptly to their rooms and that no parcels are left lying in the drawers or on the desk.
·         Ensures that employees project professionalism and provide friendly and efficient service.
·         Minimizes check out time by ensuring that the guest bills for next day’s departures are ready in advance a copy sent to the guest room by 1900hrs on the day before departure.
·         Ensure that any issues that require management action e.g. complaints or compliments are logged in the handover book.
·         Handles all guests’ complaints or compliments at the front desk and seeks assistance from the Assistant Front Office Manager if in difficulty.
·         Ensures that the float for the cashiers is intact by conducting random audits.
·         Is responsible for maintaining store and stationery stock levels in respect to the business volume.
·         Makes store and purchase requisitions for the front office and forwards the same to the Front Office Manager for approval.
·         To ensure that guest history record is up-to-date at all times.
·         Monitors Internet / photocopier usage at the business centre and charges others accordingly.
·         Daily checks the credit limit report and seeks direction from the FOM on issues that he/she needs support over.
·         By leading the front office staff in strict follow up of laid down procedures, he ensures customer satisfaction.
·         Is to be aware of all VIP arrivals for the day and participate in their rooms’ inspection to ensure that they receive special recognition and service at all times.
·         Facilitates cordial employee relations by solving any disputes that may arise during the operation among staff and reports the same to the Front Office Manager for further action. 
·         Maintains an atmosphere of tranquillity at the Front Desk, never giving the impression that there is a problem.
·         Identifies training and orientation needs of the front office staff and implements training sessions in coordination with the Asst Front Office Manager and the Training Manager.
·         Assumes overall responsibility for maintaining front desk high standards by ensuring neatness, proper functioning of equipment in clean and good repair and that constant maintenance and check-ups are regularly carried out. In case of breakdown or failure the FOM must be informed to organize for repair.
·         Ensures that policies and procedures in regards to staff appearance, hygiene and etiquette are enforced.
·         Promotes room sales/in house facilities to hotel guests as well as walk in guests and potential clients.
·         Give work directions, resolve problems and prepare work/leave schedules.
·         To participate in any training/development schemes required by management
·         Complies with hotel’s Health, Safety and Hygiene policy.
·         Participate in the hotel’s social responsibility programme

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