Front Desk and Hospitality Supervisor

GLOBAL OBJECTIVE OF THE POSITION

 

Under the line management of the CEO, the Front Desk and Hospitality Supervisor supervises the front desk and hospitality team members to ensure efficient and smooth operations for producing excellent feedback and customer satisfaction. Responds professionally and courteously to arriving, departing, and customers by providing accurate and timely information and services. Provides technical support to the front desk and hospitality staff when needed throughout the company branches all over Iraq.

The front desk and hospitality supervisor will act as a role model, sharing expertise and knowledge while

continually inspiring the front desk and hospitality staff members.

He/she will monitor the staff members’ performance, give guidance, and develop and review the front desk and hospitality staff members.

ensure that all customers are satisfied when complaints arise, customer satisfaction is the number one focus

in this role. Oversees and supervises the staff members' abidance by the dress code, etiquette, and SOPs

 

RESPONSIBILITIES AND TASKS DESCRIPTION

 

The front desk and hospitality supervisor will do the following:

 

1. Ensures outstanding customer care at all times.

2. Supervise the front desk and hospitality staff members.

3. Guides, develops, and supervises the front desk and hospitality staff members.

4. Develops seasonal improvement plans to improve the service presented to the customers.

5. Supervises the walk-in registration process.

6. Ensures transparent data collection process by the front desk staff members.

7. Prepares weekly and monthly walk-in reports.

8. Ensures that all walk-ins are directed toward the proper sales consultant.

9. Supervises daily shift process ensuring all team members adhere to standard operating procedures and are friendly and attentive to guest needs and service.

10. Builds strong relationships and coordinate with all other departments.

11. Ensures that all visitors are directed towards the correct departments.

12. Participates in setting yield management strategies, and marketing programs.

13. Assists all departments in servicing the customers, especially during high volume periods.

14. Produces front desk and hospitality staff work-shift schedules.

15. Attends meetings as required by the line manager.

 

Note that this job description must remain flexible, to respond to additional tasks or changes as identified by the line manager.

 

HIERARCHICAL RELATIONSHIP:
 

Branch: All branches within Iraq

Line Manager: CEO.

Head of Department: N/A.

Management: Front desk and hospitality staff in all branches

 

REQUIRED PROFILE

 

Education:

Bachelor or diploma degree in business administration, hospitality or any other related field.

 

Languages

· Kurdish (required)

· Arabic (required)

· English (preferred)

 

Experience

· A minimum of two (2) years of work experience in a similar role.

 

Skills

· Organizational skills.

· Ability to work under pressure.

· Ability to manage a team.

· Ability to adhere to strict guidelines and SOPs.

· Ability to work on Microsoft Office programs.

· Good communication skills.

· Presentable and familiar with the front desk and hospitality etiquette.

 

CONFIDENTIALITY:
 

Regarding this position, the employee may have access to confidential information. Breaches of confidentiality will be considered as a disciplinary fault and be sanctioned appropriately.

 

Apply by sending your CV to hr.kurdistan@nahj-aliraq.com mentioning the vacancy title and location in the subject line.

Applications without the vacancy title will not be considered.