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Front Office Supervisor

2 months ago

Worcester, Massachusetts, United States Residence Inn Worcester Full time
Job Summary

We are seeking a highly skilled and experienced Front Office Supervisor to join our team at Residence Inn Worcester. As a key member of our hotel operations team, you will be responsible for providing exceptional guest service, ensuring seamless check-in and check-out processes, and maximizing room revenue and occupancy.

Key Responsibilities
  • Guest Service Delivery: Provide attentive, courteous, and efficient service to all guests during check-in, throughout their stay, and at checkout.
  • Front Desk Operations: Maintain proper operation of the PBX console, ensure all hotel standards are met, and handle guest inquiries about hotel services, facilities, and hours of operation.
  • Package and Mail Management: Ensure logging and delivery of packages, mail, and messages to guests and meeting rooms.
  • Front Office Log and Trace File Review: Review the Front Office log and Trace File daily to ensure accuracy and completeness.
  • Guest Communication: Answer guest inquiries about restaurants, transportation, entertainment, and other services.
  • Cash Handling and Credit Policies: Follow all cash handling and credit policies to ensure accurate and secure transactions.
  • Rate and Package Knowledge: Be aware of all rates, packages, and special promotions as listed in the Red Book.
  • In-House Group Awareness: Be familiar with all in-house groups and their requirements.
  • Emergency Procedures: Have knowledge of emergency procedures and assist as needed.
  • Check-In and Check-Out Process: Handle check-ins and check-outs in a friendly, efficient, and courteous manner, using proper two-way radio etiquette.
  • Front Desk Computer System: Fully comprehend and operate all relevant aspects of the Front Desk computer system.
  • Shift Checklist Completion: Perform and complete all tasks and duties on the shift checklist in a timely and efficient manner.
  • Reports and Paperwork: Balance and prepare individual paperwork for closing of shift according to hotel standards.
  • Promotions and Guest Programs: Maintain and market promotions and guest programs.
  • Work Area Maintenance: Maintain a clean work area.
  • Safe Deposit Box Assistance: Assist guests with safe deposit boxes.
Requirements
  • Education: College coursework in a related field is helpful.
  • Experience: Experience in a hotel or a related field is preferred.
  • High School Diploma or Equivalent: High School diploma or equivalent is required.
  • Computer Experience: Computer experience is required.
  • Customer Service Experience: Customer service experience is preferred.
  • Physical Demands: 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.
  • Standing Requirement: Ability to stand during entire shift.
  • Communication Skills: Must be able to effectively communicate verbally and in writing with all levels of employees and guests in an attentive, friendly, courteous, and service-oriented manner.
  • Problem-Solving Skills: Must be effective at listening to, understanding, and clarifying concerns raised by employees and guests.
  • Multitasking and Prioritization: Must be able to multitask and prioritize departmental functions to meet deadlines.
  • Approach to Work: Approach all encounters with guests and employees in an attentive, friendly, courteous, and service-oriented manner.
  • Attendance and Punctuality: Maintain regular attendance in compliance with Highgate Hotel Standards, as required by scheduling.
  • Personal Appearance and Grooming: Maintain high standards of personal appearance and grooming, including wearing the proper uniform and nametag.
  • Confidentiality: Maintain confidentiality of information.
  • Initiative and Problem-Solving: Show initiative, including anticipating guest or operational needs, and handle problems as necessary.