Front Office Supervisor - Waldorf Astoria Dubai Palm Jumeirah - #24666


Date: 1 week ago
City: Dubai
Contract type: Full time
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

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