Stage - Kazakhstan - Accor Group - Tourisme / Hôtellerie - ref: 342312

Faire carrière dans l'hôtellerie-restauration est plus qu'un simple travail, c'est l'aventure d'une vie. Vous aimez le secteur de l'hôtellerie-restauration?

Join us at Accor, where life pulses with passion!

As a pioneer in the art of responsible hospitality, the Accor Group gathers more than 45 brands, 5,500 hotels, 10,000 restaurants, and lifestyle destinations, in 110 countries. While each brand has its own personality, where you will be able to truly find yourself, they all share a common ambition: to keep innovating and challenging the status-quo.

Swissôtel Hotels & Resorts, part of the Accor family, is a distinctive collection of contemporary hotels infused with genuine Swiss hospitality. At Swissôtel Wellness Resort Alatau Almaty, we blend modern luxury with breathtaking natural surroundings, delivering memorable stays and authentic experiences. Join us and discover a place where you can truly belong, grow and make a difference every day.

Front Office Supervisor

We are seeking an experienced and service-oriented Front Office Supervisor to join our Rooms Division team at Swissotel Almaty. The Front Office Supervisor will be responsible for overseeing the daily operations of the Front Office, ensuring that guest service standards are met and exceeded, and coordinating effectively with other departments.

Key Responsibilities:

Supervise and coordinate daily front office operations, ensuring a smooth guest check-in/check-out process.
Ensure all front office team members deliver a warm and welcoming service, adhering to hotel standards and procedures.
Act as the liaison between the Front Office and other departments to ensure seamless guest experiences.
Handle guest complaints and requests efficiently, ensuring guest satisfaction.
Provide ongoing support and communication to the Front Office team, motivating them to deliver exceptional service.
Conduct regular inspections of guest areas and report any issues or service gaps to the Director and Assistant Director of Rooms.
Respond to guest feedback and draft written responses to negative reviews or complaints.
Maintain cleanliness and orderliness in guest-facing areas.
Train new Front Office staff and ensure ongoing staff development through regular training sessions.
Ensure all team members attend mandatory trainings and follow grooming and appearance standards.
Personally greet and escort VIP guests and ensure special requests are met.
Manage lost & found procedures and guest communication related to lost items.
Maintain and update a database of repeat guests and their preferences.
Ensure all operations are compliant with hotel policies, service standards, and safety procedures.
Perform any additional duties as assigned by the Director or Assistant Director of Rooms.

Qualifications

Higher education required, preferably in Hospitality, Tourism, or a related field.

Experience: At least 1 year of supervisory experience in Front Office or Guest Services, preferably in the hospitality industry.

Knowledge, Skills, and Abilities:

Proficiency in English (verbal and written).
Strong knowledge of hospitality service standards and guest service etiquette.
Familiarity with basic psychology and sociology principles related to guest interactions.
Strong communication, leadership, and conflict-resolution skills.
Knowledge of hotel safety regulations and emergency procedures.
High level of discretion when dealing with guest information.
Proficiency in hotel PMS systems (Opera preferred) and Microsoft Office.

Additional Information

Full-time position, with flexibility to work shifts, weekends, and holidays.
Competitive salary and benefits package.
Opportunities for growth and career development within the hotel and Accor network.

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