Front Office Supervisor
San Clemente Palace Kempinski Venice is located on the private island of San Clemente, only ten minutes away by complimentary boat from Piazza San Marco. A proud member of Leading Hotels of the World, this exclusive retreat guarantees peace, tranquillity and privacy with its 190 rooms and suites overlooking the lagoon or the centuries-old park. Its three restaurants offering exceptional interpretations of iconic Italian and Venetian cuisine, the hotel’s proximity to Venice, and the unique combination of conference rooms and outdoor areas, make San Clemente Palace the perfect choice for outstanding events and weddings.
For the 2023 Season we are looking for:
JOB TITLE: Front Office Supervisor
DEPARTMENT: Front Office
HOTEL / UNIT: San Clemente Palace Kempinski Venice
REPORTS TO: Front Office Manager
The incumbent in the position is responsible for supervising the operations at the reception to ensure that the highest professional services are given to all guests in accordance with the Kempinski and Leading Quality Assurance (LQA) service standards.
The job of Front Office Supervisor is executed satisfactorily when:
1. Upselling is monitored and tracked in order to increase room revenues.
2. Shift closing is done properly.
3. Financial Policies and Procedures are supported and followed.
4. LQA (Leading Quality Assurance) audit results are 85% and above.
5. CSS (Customer Satisfaction Survey) results are rated on an average with “5” and above.
I. Plan and supervise the day to day operations of the Reception section which are related to the arrival and departure of guests, including the room sales, the room assignments of VIPs, Groups and Crews and room registrations.
II. Coordinates and monitors the work of direct subordinates and verifies that all receptionists are well groomed in order to ensure clients’ satisfaction and adherence to service standards.
III. Carry out training for new employees and on the job training. Motivates staff to bring about excellent performance.
IV. Handles guest requests and complaints in a polite and efficient manner, gives further instructions to the relevant staff if needed to ensure customer satisfaction and maintains a record of all complaints received from all guests. Follow up when necessary.
V. Liaise and coordinate with various departments to ensure all information on guests are accurate such as rate, room type, billing, guest requests and oversee that guests’ specific requirements are addressed in an efficient manner.
VI. Keep abreast on hotel products and services as well as on tourist and business traveling information that may be of any interest to our guests.
VII. Constant training of subordinates.
VIII. Supervise all cashier work of subordinates.
IX. Update all on loyalty programme.
X. At the end of shift, do handover reporting guest complaints, unusual situations and incidents that need follow up, to ensure efficiency in the operation.
XI. Accomplish a set of administrative duties such as briefing, producing, reviewing and writing reports and other specific duties related to the job function.
XII. Any other duties, which may be assigned to you from time to time as directed by your Supervisor or Manager.
Additional responsibilities and tasks can be added at any time according to the needs of the business and of the hotel.
Hoteliers since 1897, we have travelled the world in search of the most fascinating destinations without ever forgetting the finest traditions of our European heritage. We are dedicated to please, educated to entertain, and we never compromise on the European elegance of service. We pride ourselves on delivering a beautiful performance for each and every one of our guests. And for our employees, we provide a stage on which they can flourish and realize their full potential. Embrace an experience as individual as you are!
Kempinski is an equal opportunity employer. We believe in hiring a diverse workforce and sustaining an inclusive, people-first culture. We are committed to non-discrimination on any protected basis, such as disability and veteran status, or any other basis covered under applicable law.
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L'offerta di lavoro si intende riferita ad entrambi i sessi secondo il disposto delle leggi 903/77 e 125/91.