Front Office Supervisor (German Speaking)

• Oversee and manage shifts effectively to ensure a smooth and effective overall operation by guiding colleagues on and personally involving himself in all required aspects of the Reception.
• Provide direction and support to all FO colleagues at any time, particularly during the operational hours.
• Support the Assistant FO Manager – Front Office Manager when required to train colleagues in accordance with the applicable standards and policies.
• Follow the duty schedule and assure all tasks are completed at all times in a timely manner.
• Assure the back and front of house areas of the Reception are clean and tidy at all times.
• Constantly identify areas for improvement in Front Office service quality through guest comments, comment cards and guest incident reports and share observations and recommendations with the Assistant FO Manager – Front Office Manager
• Encourage proactive, efficient and effective communication within the team in order to promote a climate of teamwork and enthusiasm.
• Ensure that Mandarin Oriental Jumeira’s grooming and appearance standards are implemented and maintained at all times to reflect an image of professionalism and care.
• Identify departmental learning and development needs for all colleagues of the department and share those with the Assistant FO Manager – Front Office Manager.
• Checking in advance on manning levels and other parameters affecting shifts on a daily basis.
• Support the Assistant FO Manager – Front Office Manager to maintain a clear overview of PSMS by carrying out regular checks on accuracy of the system
• To report through the assigned system and follow up all maintenance defaults affecting delivery of service.
• To ensure cashiering is carried out properly by the team and daily cash and credit collections are in order and submitted to accounting after end of shift.
• To perform and check all duties related to shift opening and closing check list.
• Handle effectively any kind of customer complaints being verbal or written. More severe customer complains will be reported to managers without fail.
• Greet and escort guests promptly to their rooms.
• Handle guests’ complaints
• Help the Bell team when needed
• Handle cash drawer properly as outlined in the MODUB Controller’s manual
• Ensure team product knowledge is maintained, updated and regularly tested.
• Attend and conduct meetings during absence or unavailability of management team.
• Perform any other reasonable duties as required by the Assistant FO Manager – Front Office Manager.
• Arrange fulfilment of guest services by working with the Concierge, Housekeeping, PBX, Reservations and Room Service colleagues
• Communicate clearly with the Night Auditor and Accounting.
• Stay current with developments and procedures in the hotel by attending daily Front Office briefings and reviewing the Front Office communications board regularly

Skills & Qualifications

• Senior High School qualification or equivalent
• Degree in Hospitality or Hotel Management is an advantage
• Strong commands of Microsoft Office products, PSMS, GoConcierge, HotSoS, and Rex.
• Previous experience working in the Middle East is an advantage.
• Hotel pre-opening experience is an advantage. Ability to understand guest needs and expectations and to deliver superior customer.
• Perform job with attention to details and the ability to organize and handle multiple tasks effectively.
• Clear communication; effective verbal and written communication skills in English. Arabic is an advantage.
• Proven ability to successfully motivate and lead a team.
• Ability to plan and organize large projects.
• Ability to prepare departmental reports.