Front Of House Supervisor

Serco

Abu Dhabi, UAE

Ref: LP119-653

Job description / Role

Employment: Full Time

Front of House Supervisor - Success Profile

Reporting to: Assistant Facilities Manager

- Base location: Abu Dhabi

Key purpose:

- 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.

Reason for role:

- 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.

Structure and reporting relationship

- 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.

Based on the specific requirement of the role

Key accountabilities

- Lead and supervise the Front of House team and Gym Assistants.
- Meet and stand to greet guests and notify employees on arrival of visitor.
- Promptly, accurately, professionally and courteously direct calls/inquiries and relay messages.
- Provide front line 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

Requirements

Essential technical and professional skills, knowledge and qualifications

Knowledge:

- 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)

Skills:

- 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

Experience:

- 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.

Additional / special features of the role

- Ensure compliance with the Serco Management System and all relevant business processes, procedures and work instructions to deliver all work with appropriate quality and governance standards
- Ensure security and integrity of all data provided including reporting performance, finance and customer information; reference Serco non-disclosure policy
- To exercise personal duty of care for their own health, safety and welfare and for those affected by their acts or omissions; reference SMS GSOP-HSE1-6 Serco organisational HSE responsibilities
- Ensure compliance with all training requirements of Serco and ensure adherence to these requirements at all times whilst in employment
- Report any accidents, incidents, breaches or potential breaches to appropriate management or the speak up process

Serco is committed to Equal Employment Opportunities and is committed to ensuring the safety of all of its employees through its Zero Harm initiative.

About the Company

Serco is a FTSE 250 international service company which combines commercial know-how with a deep public service ethos.

Serco customers are looking for expertise in managing their people, processes, technology and assets more effectively. We advise economic decision makers, design innovative solutions, integrate systems and - most of all - deliver quality services directly to the public.

Serco supplies to governments, government enterprise, agencies and companies who seek a trusted outsourcing partner with a solid track-record of service excellence. Serco people offer operational, logistical and technical expertise in the Transport, Justice and Immigration, Defence, Education and Healthcare industries as well as in the commercial sectors of Facilities Management.

Serco Middle East have been in the Region since 1947, starting out delivering Air Traffic Control Services in Bahrain; a service we are proudly still running today and have expanded to include many other Airports in the region.

We have expanded significantly since that time across the UAE, Saudi Arabia and Qatar. We have been supporting the RTA to operate the Dubai Metro since 2009, are preparing to launch the flagship Saudi Arabia Passenger Rail service from Riyadh to Qassim in 2016. We deliver Facility Management services to both Cleveland Clinic and Healthpoint Hospitals in Abu Dhabi, large-scale medical facilities in Saudi Arabia and a range of educational and commercial properties in the UAE. We also deliver postgraduate education to Officers in the Qatar Armed Forces through the Joaan Bin Jassim Joint Command and Staff College in Doha.

Focusing on our core values, and creating a positive environment for employees to thrive, we look forward to a bright future as we continue to grow with the region.

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