Front Desk Supervisor

1 month ago

Miramar Beach, United States Highgate Hotels Full time

Compensation Type

Hourly

Highgate Hotels

Highgate is a leading real estate investment and hospitality management company widely recognized as an innovator in the industry. Highgate is the dominant player in major U.S. gateway cities including New York, Boston, Miami, San Francisco and Honolulu, with a growing Caribbean and Latin America footprint. The hospitality forward company provides expert guidance through all stages of the property cycle, from planning and development through recapitalization or disposition. Highgate has a proven record of developing its diverse portfolio of bespoke lifestyle hotel brands, legacy brands, and independent hotels and resorts with contemporary programming and digital acumen. The company utilizes industry-leading revenue management tools that efficiently identify and predict evolving market dynamics to drive outperformance and maximize asset value. With an executive team consisting of some of the most experienced hotel management leaders, the company is a trusted partner for top ownership groups and major hotel brands. Highgate maintains corporate offices in New York, Chicago, Dallas, London, Miami, and Seattle. www.highgate.com.

Location

Overview

The Hotel Effie Front Office Supervisor is responsible for providing attentive, courteous, and efficient service to all guests during check-in, throughout their stay, and at checkout, while maximizing room revenue and occupancy.

Responsibilities

* Greet and welcome all guests approaching the Front Desk by Highgate Hotel & Hotel Effie standards.
* Maintain proper operation of the PBX console to include utilizing Zingle and ensure that all hotel standards are met (if applicable).
* Answer guest inquiries about hotel services, facilities, and hours of operation promptly.
* Ensure logging and delivery of packages, mail, and messages to guests and meeting rooms.
* Review and understand all emails. Familiarize yourself with all glitch guests.
* Answer inquiries from guests regarding restaurants, transportation, entertainment, etc.
* Follow all cash handling and credit policies.
* Be aware of all rates, packages, and special promotions.
* Be familiar with all in-house groups.
* Be aware of closed-out and restricted dates.
* Obtain all necessary information when taking room reservations and follow the rate-quoting scenario.
* Be familiar with hospitality terminology.
* Know of emergency procedures and assist as needed.
* Handle check-ins and checkouts in a friendly, efficient, and courteous manner. Always use proper two-way radio etiquette when communicating with other employees.
* Fully comprehend and be able to operate all relevant aspects of the Front Desk computer system.
* Be able to perform and complete all tasks and duties on the shift checklist in a timely and efficient manner.
* Be able to complete a bucket check, room rate verification report, and housekeeping report.
* Balance and prepare individual paperwork for closing of shift according to hotel standards.
* Maintain and market promotions and guest programs.
* Work directly with housekeeping to ensure room readiness for arrivals and completion of guest requests.
* Respond to all guests' requests, problems, complaints, and/or accidents presented at the Front Desk or through reservations, comment cards, letters, and/or phone calls, in an attentive, courteous, and efficient manner.  Follow up to ensure guest satisfaction.
* Properly train all Front Desk staff on all systems / policies and procedures.
* Performs other duties as requested by the Manager.
* Develop employee morale and ensure training of Guest Services personnel
* Maintain a clean work area.

Qualifications

* Always maintain a warm and friendly demeanor. Supervise all team members in their respective roles at the Front Office.
* Must be able to effectively communicate both verbally and written, with all levels of employees and guests in an attentive, friendly, courteous, and service-oriented manner.
* Must be effective at listening to, understanding, and clarifying concerns raised by employees and guests.
* Must be able to multitask and prioritize departmental functions to meet deadlines.
* Approach all encounters with guests and employees in an attentive, friendly, courteous, and service-oriented manner.
* Attend all hotel-required meetings and training.
* Maintain regular attendance in compliance with Highgate Hotel & Hotel Effie Standards, as required by scheduling, which will vary according to the needs of the hotel.
* Maintain high standards of personal appearance and grooming, which includes wearing the proper uniform and nametag.
* Comply with Highgate Hotel & Hotel Effie Standards and regulations to encourage safe and efficient hotel operations.
* Maximize efforts towards productivity, identify problem areas, and assist in implementing solutions.
* Must be effective in handling problems, including anticipating, preventing, identifying, and solving problems as necessary.
* Must be able to understand and apply complex information, data, etc. from various sources to meet appropriate objectives.
* Must be able to cross-train in other hotel-related areas.
* Must be able to maintain the confidentiality of information.
* Must be able to show initiative, including anticipating guest or operational needs.
* Perform other duties as requested by management.
* Flexible and long hours are sometimes required.
* Light work - Exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently or constantly to lift, carry, push, pull, or otherwise move objects.
* Ability to stand during the entire shift.
* Clock in and out for their scheduled shifts promptly and departs property until the next scheduled shift
* College coursework in related fields is helpful.
* Experience in a hotel or a related field preferred.
* High School diploma or equivalent required.
* Computer experience required.
* Customer Services experience preferred.

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