Front Office Supervisor
4 weeks ago
We are seeking a highly skilled Front Office Supervisor to join our team at Highgate Hotels. As a key member of our front office team, you will be responsible for providing exceptional guest service, maximizing room revenue, and ensuring a seamless check-in and check-out experience for our guests.
Key Responsibilities:
- Provide attentive, courteous, and efficient service to all guests during check-in, throughout their stay, and at checkout.
- Maintain proper operation of the PBX console and ensure that all hotel standards are met.
- Answer guest inquiries about hotel services, facilities, and hours of operation in a timely manner.
- Ensure logging and delivery of packages, mail, and messages to guests and meeting rooms.
- Review Front Office log and Trace File daily.
- Answer inquiries from guests regarding restaurants, transportation, entertainment, and other services.
- Follow all cash handling and credit policies.
- Be aware of all rates, packages, and special promotions as listed in the Red Book.
- Be familiar with all in-house groups and closed-out dates.
- Obtain all necessary information when taking room reservations and follow the rate-quoting scenario.
- Be familiar with hospitality terminology and emergency procedures.
- Handle check-ins and checkouts in a friendly, efficient, and courteous manner.
- Use proper two-way radio etiquette at all times 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.
- Maintain a clean work area.
- Assist guests with safe deposit boxes.
Requirements:
- College coursework in a related field is helpful.
- Experience in a hotel or a related field is preferred.
- High School diploma or equivalent is required.
- Computer experience is required.
- Customer service experience is preferred.
- 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 entire shift.
- Maintain a warm and friendly demeanor at all times.
- 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 trainings.
- Maintain regular attendance in compliance with Highgate Hotel 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 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 confidentiality of information.
- Must be able to show initiative, including anticipating guest or operational needs.
- Perform other duties as requested by management.
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