Front of House Supervisor – Success Profile
The purpose of this position is lead a team of 5 staff that will provide exceptional client services to Al Dar HQ, its visitors and callers.
Serco have been mandated to provide a variety of services in relation to Front of House and includes Reception,Guest Call Services and Visitors Lounge.
Reporting to the Facilities Manager and part of a team of 5 staff that will provide exceptional client service to Al Dar, its visitors and callers both in Front of House and Gymnasium.
Lead and supervise the Front of House team and Gym Assistants.
Meet and stand togreet guests and notify employees on arrival of visitor.
Promptly, accurately, professionally and courteously direct calls/enquiries and relay messages.
Provide frontline customer service for all employees, visitors and contractors entering the office environment.
Be fully proficient in all operating systems including the telephone network system and the Visitor Management system.
Ensure reception area, conference facility and visitors lounge is neat and tidy at all times
Always conducts oneself appropriately and professionally
Protect information assets and data including both electronic and paper based from all threats whether internal, external, deliberate or accidental
Ensure and provide flawless, upscale, professional and high class guest service experiences
Experience of basic clerical duties and office procedure
Respond to guests needs and anticipate their unstated ones
Expect and react promptly to guests’ requirements and inquires
Actively listen and resolve guests’ complaints
Oversee and coordinate all arrivals and departures of special guests (VIPs, SAs etc.)
Escort specials guests (VIP’s, SAs) from front desk to end location within or surrounding the property
Prepare and present refreshments when requested to do so or when required to support the team
Coordinate and manage communication between guests and staff and follow up to ensure complete service recovery
Promote all amenities, conveniences and programs offered
Direct, coach and manage the front of house team to ensure all standards and operating procedures are adhered to
Appraise team’s performance and produce reports
Examine activities logbook, assign tasks appropriately and implement control schedule daily
An excellent knowledge of all office systems and office administration
Knowledge of Visitor Management and associated registration systems
Understanding of customer service requirements
Fluent in English and Arabic language (as required)
Excellent communication skills both written and oral with the ability to communicate with people from various backgrounds and standing
Ability to liaise in a professional and persuasive manner with staff at all levels in the organization
Ability to handle confidential information in strict confidence
Ability to work with high integrity and minimum supervision
Excellent interpersonal skills
Energetic and strong personality
At least 5 years’ experience in client service/client facing related services.
At least 5 years’ experience in hospitality services from a reputable and market leading hotel or hospitality facility.