Hotel Infante Sagres Porto | Front Office Supervisor

The moment a guest steps into one of our hotels, they walk into a genuinely memorable experience. As Front Office Supervisor, you will be the main connection between the Front Office Manager and the remaining team. You will oversee ensuring that every shift is following the procedures and our guests have an unforgettable experience. You will also create the warm atmosphere that makes our guests feel at home in any location. The Front Office Supervisor will be the person that the Front Office Manager will trust his duties, supervise daily reports and manage guest complaints. Your day to day: People Manage day-to-day staffing needs, plan and assign work and establish performance and development goals for team members. Provide mentoring, coaching and regular feedback to improve team member performance Ensure staff is properly trained and has the tools and equipment to carry out job duties Ensure your team are properly trained on systems, security, service and quality standards Ensure staff is properly uniformed and groomed at all times. Guest Experience Ensure your front office team delivers a great service, professional attention and personal recognition Ensure guests are greeted upon arrival and make time to engage with guests. Respond appropriately to guest complaints, solicit feedback and build relationships to drive continuous improvement in guest satisfaction Conduct routine inspections of the front office and public areas and take immediate actions to correct any deficiencies Financial Help the Front Office Manager to prepare annual departmental operating budget and financial plans. Monitor budget and control labour costs and expenses with a focus on rate strategy, building initiatives and inventory management Oversee payments and ensure PM's are properly created and up to date Develop plans to increase occupancy and ADR through walk-ins and upselling at the front desk Assist the Front Office Manager in supervising the Night Auditor Daily Packs and sign them when needed Responsible Business Check billing instructions and guest credit for compliance with hotel credit policy and ensure all transactions are handled in a secure manner Train team members on PBX procedures and serve as a central communications point during emergency/crisis situations; develop and maintain relationships with local fire, police, and emergency personnel Perform other duties as assigned. May also serve as manager on duty Accountability This job is the right hand of the Front Office Manager and may report directly to a Director of Rooms at a large luxury or resort hotel. Typically supervises front desk agents, and porter/shuttle services, reservations, PBX, etc. May oversee a team on the absence of the Front Office Manager. What we need from you? Bachelor's/Master's degree in Hotel Management or similar Knowledge of PMS systems (preferably Opera) Ability to act with empathy and effectiveness when faced with complex complaints Aesthetic and cultural sensitivity to convey the hotel's unique personality Ability to adapt shifts, cover operational functions when necessary and make quick decisions Ability to analyse operational data and design action plans accordingly (occupancy, upselling, check-in/out performance, room allocation) Check billing instructions and guest credit for compliance with hotel credit policy and ensure all transactions are handled in a secure manner Train team members on PBX procedures and serve as a central communications point during emergency/crisis situations; develop and maintain relationships with local fire, police, and emergency personnel Perform other duties as assigned. May also serve as manager on duty