Front Office Supervisor - Waldorf Astoria Dubai Palm Jumeirah

Front Office Supervisor - Waldorf Astoria Dubai Palm Jumeirah
A Front Office Supervisor with Waldorf Astoria Dubai is responsible for
ensuring consistent quality of customer service is provided to all guests in
accordance with Waldorf Astoria Standards. Greets and registers guests,
providing prompt and courteous service. Checks guests out of the hotel.
Resolves guest challenges throughout their stay in our hotel. Upgrades guests
as required. Promotes hotel services, amenities and up sells products to the
guests. Taking account of the established service standard and Management
guidelines.

What will it be like to work for this Hilton Worldwide Brand?

In exceptional destinations around the globe, Waldorf Astoria Hotels &
Resorts reflect the culture and history of their extraordinary locations, as
well as fresh, modern expressions of Waldorf Astoria's rich legacy. Waldorf
Astoria provides guests the exceptional environment and the personalized
attention of true Waldorf service that creates a singular experience.

If you understand the value personalized attention and know how to treat even
the most extraordinarily different experiences with the same rich level of
customer service, you may be just the person we are looking for to work as a
Team Member with Waldorf Astoria Hotels & Resorts. Because it's with Waldorf
Astoria Hotels & Resorts where we promise our Guests a single rich, experience
at every extraordinary place they visit.

What will I be doing?

As a Front Office Supervisor, you are responsible for performing the following
tasks to the highest standards:

Assign and instruct Guest Service Agents, Operators and Bell Attendants in
details of work. Observe performance and encourage improvement. Monitor lobby
traffic to make staffing adjustments accordingly.
Manage front desk operations by completing a checklist of important daily
tasks, determining room and rate availability and making decisions that are in
the best interest of the hotel. Assist Guest Service Agents, Operators,
Reservation Agents, Bell Attendants and other departments with any questions
or requests.
Resolve customer complaints by conducting thorough research of the situation
and the most effective resolution. Authorize revenue allowances to remedy
problems only after alternative solutions have been offered.
Prepare and conduct daily pre-shift meetings, communicate effectively with all
staff and provide them with any information necessary to provide guest service
in accordance with Hilton Standards.
Monitor performance of staff with performance evaluations and discipline
issues. Make recommendations for training related issues when inconsistencies
develop at the Front Desk.
Perform other duties assigned by the Front Office Manager or Assistant Front
Office Manager.

Complete daily checklists of duties, to assure that appropriate reports are
filed, and use analysis and judgment skills when preparing room discrepancy
report.

Pre-allocate all VIP 's and Hilton Honors Reservations so rooms maybe
inspected, and at the same time to ensure amenities are delivered to the
correct rooms.

Transmit daily H Honors and airline bonus mileage accounts.

Prepare daily forecast of expected arrivals and departures using analysis and
judgment skills.

Operation of office equipment such as facsimile and photocopier is needed.

Respond promptly to guest requests for a supervisor of manager.

Maintain and update guest history and marketing database as laid down in the
Front office procedures.
Ensure all Duty shift procedures are being carried out and recorded on the
shift checklist.

Ensure supervised is punctual and correctly dressed and that the reception
desk is covered by at least one person at all times.

Ensure that a detailed hand over is carried out between shifts including the
volume of business, special guests, tasks to be clarified/completed and any
special events that are taking place.

Monitor, support and correct performance of receptionists to ensure our
customers receive a fast, efficient and friendly service at all times.

Ensure a high level of product knowledge of the hotel and the local area and
to know what is happening in the hotel.

Ensure our customers receive a fast, efficient and friendly check in and check
out.

Ensure a high level of liaison is maintained between front Office and all
other departments within the hotel.

Ensure all customers' queries or requests are handled in a polite, efficient
manner and a high level of customer service is consistently maintained.

Guarantee the tidiness and cleanliness of the reception area.

Take regular part in meetings.

Preparation and co-ordination of group arrivals/departures.

Maximization of room sales and revenue for the hotel by ensuring a sales
attitude is adopted at all times and an awareness of all sales opportunities
within the hotel is maintained.

Adhere to pre-set availability and rate controls and ensure all refused
business is recorded with reasons of refusal.

Maintain and update guest history and marketing database as laid down in the
Front office procedures

Comply with all company policies relating to Front Office.

Comply with all systems and procedures as laid down by the Front Office
Manager and Assistant Front Manager.

Take over any other tasks and special projects, which arise in the course of
business.

Ensure the Front Office Manager and Assistant Front Office Manager is kept
fully aware of any relevant feedback from either the customers or other
departments

Maintain regular contact with frequent guests and all VIP guests of the Hotel.

Deals professionally with guest complaints ensuring guest satisfaction..
Ensure a good performance oriented working environment within the department
and motivate the staff.

Check that standards are maintained by targeted training.

Recognize training requirements; assist in developing training plans and
training courses for employees.

Participate regularly in training courses and put the skills learned there
into practice.

Inform employees regularly on all new and current offers of Hilton
International and monitor their sales strategies in daily business.

Responsible for the cash inventory allocated to him/her, i.e. daily check,
declaring shortfalls and separate calculation of tips.

Adhere to company credit policies to ensure that all revenue expected will be
received.

Carry out a credit check on each shift.

Ensure that all charges are posted correctly.

Cashing cheques and bills of exchange in foreign currencies for hotel guests
in accordance with credit policy.

Receives payment by cash, credit cards, cheques, etc. and is able to post
these in the computer correctly.

Responsible for a float that has been provided by the hotel declaring any
shortfalls or overages.

Carry out correct cashing up at the end of each shift and adjustment of
errors.

Detailed knowledge of the fire, safety and evacuation procedures of the hotel.

Know the emergency equipment on the telephone switchboard, how to use it and
what to do in cases of emergency.

Be available for guests at all times as a point of contact and co-
responsibility for appropriate treatment of guest complaints, passing on and
documenting such complaints.

Acceptance and passing on of the wishes of guests to the corresponding
departments/persons.

Inform the various departments in regard to social requests, early and late
departures, changes of room and other information important for the various
departments.

Accept reservations and enter these into computer.

Have knowledge of all the equipment and installations on the Executive Floor,
and able to work there independently in conformity with the established
standard and take over shifts if necessary.
What are we looking for?

The individual must possess the following knowledge, skills and abilities and
be able to explain and demonstrate that he or she can perform the essential
functions of the job, with or without reasonable accommodation.
* Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger, collect accurate information to resolve conflicts.
* Basic mathematical skills and considerable skill in the use and operation of a calculator to prepare complex mathematical calculations without error.
* Ability to listen effectively and comprehend the English language to understand and obtain instructions and information.
* Ability to see and hear in order to observe and detect signs of emergency situations.

What benefits will I receive?

Your benefits will include a competitive starting salary and holiday
entitlement. As an employee you will become a member of the The Hilton Club
which provides reduced hotel room rates in our hotels worldwide, plus
discounts on products and services offered by Hilton Worldwide and its
partners. We look forward to explaining in detail the range of excellent
benefits that you would expect from a global hotel organization like Hilton
Worldwide.

Learn more now about Waldorf Astoria Hotels & Resorts - offering the
opportunity to visit extraordinary places with one singular experience.

Numerous landmark hotels around the world
More hotels in construction
Offering world-class spas
Gorgeous golfing destinations