Job Purpose This position is responsible for the day-to-day operations of the Front Desk and Executive lounge whilst on duty through excellence in guest service. Responsible for the effective and efficient operation of the Front Desk, night teams, and Executive Lounge Officer. Lead, teach, coach, and inspire supervisors and colleagues.

Primary Responsibilities

Operation

• Front Desk Supervisor is the heartist of guest relationships, a crucial aspect of the work, and accountable for all operations in relation to the Front Desk whilst on duty. All duties and tasks performed are to be procedurally correct, timely, and consistently high quality.
• His/her perfect attitude, smile, and extra care of the guests will be an example for each Receptionist and Executive team member.
• He/she then has to be fully informed of hotel information and internal procedures. Being fully in charge of one of the sections of the hotel.
• To ensure front desk and executive floor operation circuits are respected by team members and that work is done properly and with the organization.
• To ensure that “Operation Cupboards” such as stationary are refilled as often as necessary.
• At the end of each shift, to control that proper handover is made by each Receptionist/Executive Floor Receptionist, no documents or works are pending, and each station is completely clear to welcome the next shift.
• To ensure all cash floats are correct after the handover, and each is recorded in the accurate Log Book.
• To control the grooming of each Receptionist/Executive Floor Receptionist to ensure that they reach Novotel Standards and that all Receptionists always keep a positive and dynamic attitude marked by a strong guest focus and relationship.
• To ensure that the guests are welcome with a smile and a warm attitude.
• To ensure that the Reception counter is not left unattended any time whilst on duty.
• To standby at the Reception/Executive floor counters and coordinate the receptionist/Executive Floor Receptionist time schedule.

Other responsibilities

• To have a good working relationship with colleagues.
• To support and helping to all subordinates.
• To have a good working relationship with colleagues within department and within hotel.
• To ensure that the discipline regulations are fully respected by receptionist on duty
• To flexible and willing to help as assigned.
• To be ready and responsible to perform on duty.
• Main Complexity/Critical Issues in the Job
• Maintain the highest standards and quality of services in Front Office operation to meet and exceed budgeted revenue targets and guests’ expectations.
• To ensure that the discipline regulations are fully respected.

Knowledge and Experience

• Bachelor’s degree of the hospitality
• Minimum 2 years of operational management experience with strong customer services
• Degree of professionalism with a good understanding of hotel operations, brand, and identity core value
• Excellent in reading, writing, and speaking in English
• Competencies
• Leadership, interpersonal and traning skills
• Good communication and customer relation skills
• Able to work multi-tasking, unable to work under pressure
• Team player & building
• Well presented and professionally groomed at all time
• Flexible in working hours, be present or reachable with necessary