Front Office Supervisor

Overview

We ITC Rajputana, a Luxury Collection Hotel, Jaipur is hiring energetic, passionate and experienced candidate for the position of Front Office Supervisor.

The Front Office Supervisor will act as a role model, sharing expertise and knowledge while
continually inspiring the front desk associates. Is responsible for ensuring 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. Monitors Night
Audit function to ensure hotel ledgers are balanced. In addition the front desk supervisor will
ensure that all guests are satisfied when complaints arise. Guest Service is the number one focus
in this role. Oversees and supervises the reservation staff.

Duties and Responsibilities of Front Office Supervisor:

•  Ensures Outstanding customer care at all times.
•  Maintains a friendly, professional, cheerful and courteous demeanor at all times.
• Accurately answers inquiries from potential guests and accepts hotel reservations. Consistently
  resolves guest problems and complaints in an efficient manner while demonstrating a sense of
  urgency.
• Responds to telephone and in-person inquiries regarding reservations, hotel information and
  guest concerns in a timely fashion.
• Uses suggestive selling techniques to sell room nights, increase occupancy and revenue.
• Supervises daily shift process ensuring all team members adhere to standard operating
  procedures and are friendly and attentive to guest needs and service.
• Trains and directs the work flow and processes of the front desk. Resolves issues/problems
  and coaches and counsels the front desk team members to ensure a quality operation.
• Resolves customer issues, complaints and problems in a quick, efficient manner to maintain a
  high level of customer satisfaction and quality service.
• Adheres to company credit limit policies.
• Allocates rooms to expected arrivals after checking the guests preferences and special
  requests.
• Builds strong relationships and coordinates with all other department’s especially
  housekeeping, reservations etc.
• Ensures phone calls, wake up calls and messages for guests are handled in a prompt, efficient
  and professional manner.
• Cross checks all billing instructions are correctly updated
• Handles bus group arrivals and corporate market segment groups and pre-registers each
  guest and ensures payment is made in full for the group or that billing is correct.
• Controls cash transactions at the front desk and maintains complete responsibility for
  personal bank as specified by casino/hotel policies and procedures.
• Participates in setting yield management strategies, marketing programs and rates
• Performs other duties as assigned, requested or deemed necessary by management.
• Ensures Front desk log book and hotel log book is always updated and acted upon.
• Ensures safety by following guest check in and security procedures and reporting suspicious
  activity to security, manager, or MOD.
• Participates in hotel committees and task force assignments.
• Assists all departments in servicing the guests especially during high volume periods.
• Takes responsibility in the absence of the Hotel Manager and Assistant Hotel Manager.
• Produces hotel front desk schedules
• Participates in the budget and forecast reporting
• Ensures time and attendance policies and payroll are accurately reflected.
• Attends meetings as required.
• Ensures front desk supplies are stocked and computer equipment functioning properly.
• Oversees the business center and ensures the area is clean and guest ready at all times.

Prerequisites for Front Office Supervisor:

EXPERIENCE/EDUCATION: Work experience as Front Desk Representative or Front Desk
Cashier is requested as well as previous supervisory experience in a similar position. Bachelor’s
degree preferred. High School Diploma required. Computer knowledge and experience in
Microsoft office applications such as excel and word is also required.
Ethical Behavior: Must adhere to Shoshone Rose Casino’s Code of Ethics.