Hotel Reception Supervisor

Company Description

Join us at Accor, where life pulses with passion!

As a pioneer in the art of responsible hospitality, the Accor Group gathers more than 45 brands, 5,600 hotels, 10,000 restaurants, and lifestyle destinations in 110 countries. While each brand has its own personality, where you will be able to truly find yourself, they all share a common ambition: to keep innovating and challenging the status-quo.

By joining us, you will become a Heartist®, because hospitality is, first and foremost, a work of heart.

You will join a caring environment and a team where you can be all you are. You will be in a supportive place to grow, to fulfil yourself, to discover other professions and to pursue career opportunities, in your hotel or in other hospitality environments, in your country or anywhere in the world!

You will enjoy exclusive benefits, specific to the sector and beyond, as well as strong recognition for your daily commitment.

Everything you will do with us, regardless of your profession, will offer a deep sense of meaning, to create lasting, memorable and impactful experiences for your customers, for your colleagues and for the planet.

Hospitality is a work of heart,

Join us and become a Heartist®.

Job Description

Job Profile

You must be happy working customer facing at all times. From morning shifts until evening work. You will be trained to provide a multi-functional service required within Front of House, Bar, Food and Beverage and Housekeeping where applicable.

As a Front Office Multi Skilled Supervisor you will deal with enquiries and room reservations made on the telephone, online or by email. Receptionists greet and welcome guests on arrival at the hotel; it is important that you make a good first impression - a warm welcome and pleasant atmosphere in the reception area can help to get guests' stay off to the best start.

You will provide excellent counter and table service [when applicable] to the hotel’s guests and have complete knowledge of all food and beverage items offered on the menu.

Job Responsibilities

• Develops high quality relationships with guests, from the moment they arrive and throughout their stay, in order to foster loyalty.
• Takes into account and anticipates guests' needs.
• Handles any guest complaints that cannot be settled directly by team members and provides a rapid solution.
• Conveys the hotel image.
• Have a good knowledge of the Hotel’s facilities.
• Ensures the brand and/or Group's loyalty program ALL is promoted to guests.
• You must have a full understanding of the importance of proper Duty Handovers.
• Takes part in, organises and supervises guest arrivals and departures that concern his/her team.
• Supervises reservations, checks as per Hotel best practice, liaises with Central reservations.
• Ensures that guest documentation and information is available and up-to-date.
• Ensures that the pricing policy and internal audit procedures are duly applied.
• Ensures that information is passed on to other departments as necessary (food and beverage team, technical team etc) and to the other members of the department.
• Keeps track of the standard of services delivered, based on guest comments and quality audits.
• Motivates and drives the team to attain the department's quantities targets.
• Develops employees' motivation and team spirit by creating a good working atmosphere.
• Is involved in recruitment.
• Integrates and trains employees, providing support for skills development.
• Ensures that employees are well presented (uniforms, personal hygiene etc).
• Helps employees improve their skills and provides support.
• Ensure that all monies are accounted for and available for collection and inspection. You will be accountable for all money at reception whilst on duty (this includes float and all money paid in).
• Ensure that guest security and the Hotel’s security is maintained at all times, reporting anything suspicious to your manager.
• Ensure that you have a good knowledge of the Hotel’s policy relating to Health and Safety and Fire Evacuation Procedures.
• In the event of an emergency, Hotel Receptionists have responsibilities such as helping people as they evacuate the building, calling the emergency services, and checking that all guests have reached safety.