Front Desk Supervisor

Job description

Lapita is a Polynesian themed hotel, located in the heart of Dubai Parks and Resorts. A hotel which is dedicated to families and friends who want to stay close to all the activities that the theme parks will be offering. With 504 rooms, including 60 suites and 3 villas, Lapita is the perfect relaxation point after a day of adventures and fun. Part of Marriott's Autograph Collection this amazing hotel offers five food and beverage outlets, two outdoor pools and a lazy river, a spa and health club, Luna & Nova Kids & Teens Club as well as meeting and event facilities. The hotel's name was inspired by the pre-historic Pacific Ocean people and their journey and settlement into the Islands ( the Lapita movement ). The design draws its inspiration from the exotic Polynesian tropical landscapes, featuring Polynesian flowers, lagoon-style pools, and themed activities.

Marriott's Autograph Collection features a select group of upscale and luxury independent partner hotels, each with its own distinct personality, experience, style and features. Located in major cities and desirable destinations around the world, Autograph guests favor hotel stays that reflect their own unique and personal styles. Be a part of our team and deliver an innovative guest experiences that resists predictability.

Desired profile

Qualifications :

JOB SUMMARY

Supervise front desk associates to ensure all hotel policies, procedures, regulations and standards are followed.

Ensuring that front desk operations runs smoothly in a professional manner at all times.

Perform all front desk related responsibilities and duties when assigned or required.

Assume leadership in the absence of front desk manager

Ensure appropriate and adequate training of all front desk associates including all on-the-job, off-the-job and 15min training. Welcome and acknowledge all guests according to company standards; anticipate and address guests' service needs.

CANDIDATE PROFILE
Experience:
·  Previous experience working within a Front Office hotel environment in the 5 star/luxury market is essential
·  Having an experience in similar position for at least 12 months preferred
Skills and Knowledge
·  Strong Communication skills (verbal, listening, writing)
·  Innovative
·  Pro-active and reliable
·  MICROS, OPERA, Guestware, Microsoft Office, FCS or telephone software and other related operating systems
·  Flexible and ability to work around the clock
·  Ability to work collaboratively with hotel service team in providing exceptional customer service excellent telephone etiquette
·  Strong organization and working to deadline skills
·  Have a complete understanding of the Marriott Reward program

Education or Certification

·  Good level of English essential
SPECIFIC DUTIES
·  Be familiar with Hotel services, operational hours and ongoing promotions.
·  Have a thorough knowledge of Lapita Hotel products and services.
·  Maintain good working relationship with all hotel departments.
·  Have a good knowledge of local area and surrounding facilities. Provide recommendations and direction to guests whenever needed.
·  Check House Count to establish selling strategy for the shift. Monitoring it regularly during shift and responding to any changes.
·  Ensure daily all forms of communication are used to full capacity and relevant information is handed over to the next shift throughout the shift and briefings.
·  Demonstrate and promote quality awareness amongst front office desk team. Seek ways to improve and maintain guest satisfaction scores for all front desk associates.
·  Ensure all require reports are printed, performed and filed according to the standards.
·  Ensure smooth check-in and check-out of all guests, and proper handling of all guest accounts.
·  Supervise VIP and Marriott Rewards Elite member arrivals. Ensure meet and greet for Elite member.
·  Ensure all guest requests are met and special requirements/preferences are taken into account.
·  Ensure that all arrivals, departures, no shows, extensions, amendments and OPERA related matters are performed on a timely manner in order to avoid further confusion.
·  Ensure that all concerned departments are informed in regards of room moves, no-shows, early arrivals, special requests, repeat guests or other guest preferences.
·  Be fully aware of Credit Policy and supervise compliance. Inform your manager and concerned departments about any possible credit risks.
·  Be familiar and promote Marriott Rewards Program and encourage all front office associates in order to achieve monthly target.
·  Have a thorough knowledge on virtual concierge and ensure that all guest requests and information updated in OPERA and communicated to other departments.
·  Supervise accurate and thorough Bucket Check.
·  Encourage all associates to keep working areas clean and tidy.
·  Have a thorough knowledge of OPERA, MARSHA, IMS, Guest ware and other front office related operational software.
·  Be familiar with all S.O.P.s and L.S.O.P.s relating to the front office operations
·  Participate in the training and development of front desk associates and provide training to associates when necessary
·  Be aware of remedial steps to be taken to rectify Housekeeping discrepancies.
·  Support and practice Empowerment within front office
·  Understand all front office sections and their operational requirements.
·  Run the night operations for the hotel; ensure proper closing of the day and delivery of the reports.
·  Identify and resolve guests problems efficiently and resolve to the guest satisfaction

Marriott International is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture. Marriott International does not discriminate on the basis of disability, veteran status or any other basis protected under federal, state or local laws.