Hotel Supervisor (Worcester) at Sun International

Job Purpose

• The Hotel Supervisor is accountable for supervising front desk activities (check-in, check-out, night audit), ensuring that internal (SOP’s) and external (tourism grading) standards and procedures are continuously achieved, client disputes / queries are resolved, and that the customer experience provided by the department is professionally executed in line with Sun International standards and legislative requirements. The role will also oversee and handle reservations for the hotel.

Key Performance Areas

Shift Supervision

• Put in place staff scheduling and duty allocations to ensure maximum coverage
• Handle shift briefings / handovers / shift reports
• Interact and be present on the floor during service to understand and assist clients with requests, special requirements, recommendations, concerns, resolution of complaints, etc.
• Manage staff appearance and floor appearance/ functioning of equipment and systems for the outlet
• Report and resolve any issues experienced
• Manage the control of stock and operating equipment as per SOP for the department
• Cash-ups at the end of the shift
• Complete shift reports
• Facilitate the preparation of welcome letters/cards; VIP amenities and any special requests for guests visiting the property (e.g., special flowers/cake)
• Meet and greet and ensure VIP customers; return customers; guests in high-paying room categories (e.g., Presidential suites); special Occasion customers enjoy exceptional experiences

Front Office Operations

• Monitor and verify room status information, ensuring this is accurate and communicated to relevant stakeholders
• Review arrival list for all arrivals and VIPs to check room allocations, amenities and special requests.
• Oversee and supervises guest arrivals and departures with the front office team
• Participate in checking-in and checking out guests as required and review the rooms system to ensure data hygiene and complete customer information
• Maintain master key control for the shift
• Review daily front office work and activity reports generated by night audit
• Supervises the management of debtors, group and individual guest invoicing and cash operations.
• Conduct cash-up procedures, verifying all bank deposits at the end of the shift
• Monitor all receptionists to ensure maximum guest satisfaction through personal recognition and prompt cordial attention from arrival through departure.
• Develop and track a comprehensive filing system with back-up documentation of, vouchering, schedules, forecasts, reports and tracking logs
• Co-ordinate internal audit procedures, ensuring that procedures (including the pricing policy) are duly applied.

Accommodation Reservations Bookings

• Review reservations booked daily for quality assurance and data hygiene e.g. market segments, country of origin, agent profiles, rate codes, customer profile
• Review arrival report daily
• Maintain the in-house reservations system
• Monitor system and keep guest profile duplications to a minimum.
• Prepare occupancy forecast of current and future business
• Monitor and co-ordinate group reservations activity with events team
• Review payment received against bookings prior to arrival
• Follow-up on tentative bookings and update reservation status in the system
• Review no-shows, cancelled reservations and process charges according to hotel policy
• Work with team to convert calls and queries into bookings / reservations
• Upsell bookings to achieve best available rates on all booking requests
• Oversee the communication and confirmation of letters to clients, as per their booking requirements
• Maintain relationships with all departments within the hotel and attend relevant meetings to ensure important reservations information is shared with the team.

People Supervision

• Supervise staff conditions of employment, e.g., attendance, absenteeism, leave, adherence to policies and procedures
• Identification of employee training needs
• Perform on the job training and coaching to close developmental gaps and build succession for a talent pipeline within the outlet
• Supervise employee relations within the department
• Staff communication and motivation
• Performance contracting, reviews and development
• Assist in providing resources and removing obstacles to performance
• On boarding of new staff members

Financial control

• Authorises spend in line with budget
• Report on any variances for the department

Delivered Customer Experience

• Ensures that guests are treated with courtesy and respect at all times
• Interact with guests and provide professional service standards and solutions
• Handle any escalated complaints, disputes and suggestions as required
• Engage with customers and provide a customer experience within the hotel / on the floor that will support brand loyalty ensuring SI as the brand of choice
• Interact and be present on the floor during service to understand and assist clients with requests, special requirements, recommendations, concerns, resolution of complaints, etc.
• Conduct staff training on product knowledge / promotions (including promotion information, functions, facilities, opening times of restaurants, activities.
• Compile plans and flag VIP guests to ensure their experience during their stay is exceptional, including the smooth movement of VIP’s to and from activities or restaurants
• Provide post-mortem feedback with regards promotions to ensure these are always relevant and effective
• Shift handover ensures that staff have sufficient insights and information with regards VIP customers visiting the property
• Follow up on Customer feedback whilst the customer is still on site to ensure that any negative customer experiences are turned around to a positive experience.

Requirements

Education

• Grade 12
• 3 Year Hotel School Diploma or equivalent National Qualification at a Diploma level

Experience

• Minimum of 3 years’ experience in a front office or reservations environment
• Previous experience in a supervisory or duty management role in a similarly graded star hotel is an advantage
• Ability to work shifts that meet operational requirements (including public holidays, night work and weekends) 
• Physically able to stand for extended periods of time

Core and Personal Behavioural competencies

• Collecting Information
• Team Co-operation
• People Supervision
• Appraising & developing
• Problem-Solving
• Analytical skills
• Attention to detail
• Reviewing / evaluating information and data
• Emotional resilience
• Dealing with Customers (including dealing with conflict)
• Self-driven and presentable
• Valuing Diversity & Inclusiveness

Technical / Proficiency competencies

• Corporate & industry knowledge
• Product knowledge & standards – rooms, facilities, promotions, etc.
• Proficient English written and verbal communication skills
• Accommodation pricing structures
• Proficiency in MS Office Suite, Opera
• Business Acumen
• Basic Financial Acumen
• Night audit procedures
• Knowledge and application of legislation relating to Safety, Health and the environment