Front Office Supervisor

Overview:
Comprising of The First Group's award-winning hotels and restaurants, The
First Collection is an innovative lifestyle brand offering exciting
hospitality services and unforgettable dining experiences.
The First Collection's portfolio of five operational hotels are renowned for
their world-class service and cutting-edge amenities designed to ease guests
into their stay. The First Collection at JVC opened in September ‎2021 and is
the first branded and managed hotel under the group. Grand Heights Hotel
Apartments, offers comfortable studios and one-bedroom apartments in the heart
of the city, and is owned and managed by The First Collection. Bringing to the
market a range of franchised properties, the group also manages TRYP by
Wyndham Dubai and Wyndham Dubai Marina, which are franchises of the Wyndham
Group. While Citadines Metro Central Dubai, offers hotel apartments in a prime
location and is a franchise of The Ascott Limited.

The First Collection's restaurants offer exceptional and original dining
experiences that focus on creating unique lifestyle-driven dining concepts
with a strong emphasis on quality and affordability. The rapidly growing
portfolio of restaurants, cafes and bars features a dynamic mix of homegrown
brands and recognised International franchises, including MasterChef, the TV
Experience - the world's first restaurant based on the global TV phenomenon.
With an emphasis on social dining, this exciting restaurant portfolio is
helping establish the collection of upscale and upper midscale hotels among
Dubai's hottest gastronomic and lifestyle destinations.

With ambitious growth plans in the years ahead , The First Collection will be
opening numerous upper scale hotels and a series of dining concepts throughout
Dubai.

Job Description:
The primary responsibility of this role is to align to the Front Office
Department policies and procedures to deliver exceptional service behaviour
and create the right environment which our colleagues can experience that will
help them to be responsive, respectful, deliver great guest experience and
build customer service culture.
Front Desk Supervisor is responsible for greetings, checking guests in and
checking guests out of the hotel in the hotel's continuing effort to deliver
outstanding guest service and financial profitability. Front Desk Supervisor
is responsible for the supervision of the Front Office team and will also
assist the Duty Managers in daily front office operations. As the company
representative, you will make guests feel amazing, create warmth and strike up
conversation.
* Ensure company brand standards, policies and procedures are always adhered to.
* Supervise daily shift process ensuring all team members adhere to standard operating procedures.
* Provide customers a positive first and last impression and maintain it at all times.
* Perform and delegate various tasks that are essential to daily operations of a hotel's front desk. These tasks include making or confirming reservations, verifying and collecting payments, controlling guest access to safe deposit boxes, and contacting housekeeping or maintenance when guests report a problem.
* Provide the team with necessary training and support.
* Bookkeeping duties, such as balancing accounts (credit limit).
* Must be friendly and outgoing, and possess excellent communication and problem-solving skills.
* Always ensure outstanding customer care.
* Respond to telephone and inquiries regarding reservations, hotel information and guest concerns.
* Use suggestive selling techniques to sell room nights, increase occupancy and revenue.
* Adhere to company credit limit policies.
* Allocate rooms to expected arrivals after checking the guest preferences and special requests.
* Build strong relationships and liaise with all other department's especially housekeeping, reservation etc.
* Cross check all billing instructions are correctly updated.
* Ensure Front Office log book / checklist is always updated and actioned upon.
* Ensure safety by following guest check in and security procedures and reporting suspicious activity to security and duty managers.
* Assist all departments in servicing the guests during high volume periods.
* Take responsibility in the absence of the Duty Manager/Front Office Manager.
Desired Skill & Expertise:
* At least ‎2 years' experience as Front Office Supervisor in ‎4/‎5* property.
* Front Office computer literacy (e.g., OPERA, VICAS etc.)
* Excellent communications skills with Proficiency in speaking and writing Business English
* Team player with excellent planning and organizing skills
* Able to work flexible working hours with rotating shifts
* Pleasant personality with good problem-solving skills