Front Office Supervisor – The St Regis Abu Dhabi

Job Requirement:

The Front Office Supervisor will be responsible of overseeing the Guest Service Agents and providing full support to assure quality of service. ESSENTIAL FUNCTIONS:

• Monitor punctuality of team members to their shift and ensure they are well-groomed according to The St. Regis standard.
• Ensure the desk is covered at all times, allocating meal breaks sensibly.
• Attend and supervise proper handover between shifts.
• Monitor attendants in the lobby from Guest Relations and Guest Services.
• Communicate and coordinate the proper arrangement with Concierge, Guest Relations, Guest Services and Butlers for the arranged transportation and VIP guests.
• Coordinate with Housekeeping the VIP arrivals and special attention guests.
• Assist the Guest Service Agents with Check-in and Check-out if needed.
• Monitor the reception’s operation and coordinate waiting guests.
• Involve in all guests challenges at the check-in and check-out and take necessary action for any service recovery according to hotel procedure to meet the guest’s expectations.
• Ensure the arrival and farewell experience meet the The St. Regis standards.
• Monitor the presence of doorman, bellman and lobby hostess in the lobby.
• Assist the Guest Relations with serving the welcome drink and face towels upon guest arrival.
• Coordinate with Rooms Controller day-to-day operation and take a proper handover.
• Check emails and communicate with the team new promotions, special events and updated policies.
• Follow-up on guest’s requests and record them on Empower GXP.
• Ensures all GSA and GRA are following the daily checklist.
• Participate in evacuation drill and has a full knowledge on how to follow the evacuation plan and manage the team accordingly.
• Attend Security monthly meetings and fire warden meetings.
• Follow the contingency plan when PMS is down and control the situation, printout the proper backup and fill the proper checklist.
• Following The St. Regis FOE’s and implements them at the work place.
• Implement new policy and operation procedure taken by the superiors.
• Encourage the team and work as example to reach the department targets on Marriott Bonvoy, GuestVoice and Upselling.
• Monitor the lobby lights, temperature and music and make sure all in proper level.
• Make sure lobby area and operating area that belongs to Front Office are neat and clean.

PREFERRED QUALIFICATIONS

Education: High school diploma or G.E.D. equivalent.

Related Work Experience: At least 1 year of related work experience.

Supervisory Experience: At least 1 year of supervisory experience.