Front Office Supervisor at Sun International

Job description

Job purpose

The primary purpose of this position is to ensure the effective running of the operations of Reception / Front Office in accordance with company policies and procedures and hotel standards, and to ensure optimal profitability and guest satisfaction.

Education

• Matric/ Grade 12
• Excellent communication skills (Written &Verbal)

Experience

    2 year experience in a supervisory position in a hospitality environment (preference to 5 star establishments)

Responsibilities

• Guest Service
• Expectations met or exceeded
• Service standards are met or exceeded
• Service offering meets consumer demand/ demographic/ segmentation
• Services/ facilities have been explained to meet customer needs
• Grooming / hygiene standards have been adhered to
• Reception Services / Special Requests
• Information has been provided to meet customer needs
• Service personalised to individual guest needs
• Confidentiality is maintained
• Safety and security protocols are maintained
• Linguistic assistance provided as per market segmentation
• Management of concierge desk
• Cashiering Service/Revenue Management
• Activity report reflects all financial transactions
• Fraud prevention measures adhered to (ID’s forged notes, etc)
• Suspicious transactions are identified and reported as per legislated requirements
• Adheres to SOP, bank policy and legislation
• Financial exchanges balance (debit to credit)
• Acceptance of notes meets Reserve Bank Requirements (e.g. soiled, stained, etc)
• Correct rates have been applied as per rates manual
• Reservations
• Correct information has been elicited as per predetermined mandatory information and system updated accordingly
• Accuracy of information provided to guest
• Confirmation letter as per guest’s booking requirements and company policy
• Housekeeping
• Area of accountability is maintained as per standard
• Health, safety and security measures adhered to
• Evacuation and Emergency Procedures / drills are carried out as per SOP
• Performance Management
• Staff are aware of operational and job requirements through up to date job profiles, performance contracting and standard operating procedures
• Staff are aware of current performance (positive and negative) through ongoing timeous feedback and formal performance reviews
• Performance reviews conducted as per unit SOP and HR policy
• Performance discrepancies are addressed with processes relevant to the discrepancy (e.g. training, coaching, etc)
• Reward and recognition is applied as per policy
• Shift Management
• Productivities / rostering meets operational requirements
• Shift briefings / handovers / shift reports / dispute handling as per SOP
• Adherence to all policies and procedures (managed on a shift basis)
• Management visibility to guests and staff
• Workplace conditions comply to labour legislation (e.g. leave, sick leave, working hours, overtime, uniforms, etc)
• Employee Relations
• ER cases comply with legal requirements and company policy
• Application of discipline is consistent and fair as per unit guidelines
• ER Documentation meets the requirements of SOP and labour legislation, (e.g. counselling forms, hearing documents, etc)
• Learning and Development
• Training planned and implemented to meet future company requirements and personal development plans
• Performance gaps are addressed with relevant training
• Training and assessments meet company and legal requirements
• Attendance managed as per training plan
• Competence of reporting staff and hotel school trainees

Equity:

Preference will be given to employees from the designated groups in line with the provisions of the Employment Equity Act, No. 55 of 1998, SISA internal recruitment policy as well as units employment equity plans.