Front Office Supervisor - Mercure Johannesburg Randburg Hotel at Accor Hotel

KEY ROLES & RESPONSIBILITIES

• Manage and supervise all tasks of his/her staff to ensure optimal guest satisfaction
• Greet all guests in a friendly and helpful manner and attempt to learn and use guest’s name at every opportunity 
• Register and room all arrivals according to established procedures
• Perform check in, check out and room change procedures and ensure all data are entered completely into the hotel systems
• Maintain cashier float and ensure accurate daily report of all money received
• Cash hotel guests’ personal and travelers checks and assist with currency exchange
• Keep abreast of all modifications to accounting policies and procedures
• Knowledgeable of all special promotion procedures for programs such as Seasonal Packages, Frequent Flyers Programs, and Loyalty programs
• Attend to guest’s complaints, inquiries and requests in a timely and courteous manner
• Is familiar with other hotels so that guest indicating any next destination on the registration card can be “sold” on an onward booking to another Sofitel Hotels
• Perform the audit balances and prepare all works for audit in an orderly fashion
• Maintain comprehensive knowledge of standard reservation procedures
• Maintain exemplary department standards of behavior and appearance and attitude
• Ensure that the front desk work area is kept clean and in an orderly state at all times
• Conducts shift briefings to communicate hotel activities and operational requirements
• Cover night manager during their absence and able to conduct night audit and shift closure requirements.
• Follow up with finance and ensure to resolve any pending documents.
• Perform the audit balances, prepare, and review all the report related the accounts audit and the inventory reports in an orderly fashion.
• Preparing the hotel management system for the night procedures with approval of the night manager/duty manager.
• Team training and development
• Involve and lead in department projects such as upsell, loyalty program etc.

QUALIFICATIONS

• Degree/ Diploma from School for Tourism & Hotel Management

EXPERIENCE

• Minimum 3 - 5 years’ relevant experience with at least 2 year at a supervisory level