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Front Desk Supervisor

2 months ago

Destin, Florida, United States Hotel Effie Sandestin Autograph Collection Full time
Job Summary

We are seeking a highly skilled and experienced Front Desk Supervisor to join our team at Hotel Effie Sandestin Autograph Collection. As a key member of our hotel operations team, you will be responsible for ensuring the smooth and efficient operation of the Front Desk, providing exceptional guest service, and maximizing room revenue and occupancy.

Key Responsibilities
  • Guest Service: Respond to all guest 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.
  • Incident Management: Anticipate and intervene in all incidents of guest dissatisfaction and attempts to satisfy all such guests, within hotel policy.
  • Team Leadership: Motivate, coach, counsel, and discipline all Front Office personnel according to Highgate Hotel & Hotel Effie S.O.P.'s by developing employee morale and ensuring training of Guest Services staff.
  • Revenue Management: Maximize room revenue and occupancy by reviewing status daily, analyzing rate variance, monitoring credit reports, and maintaining close observation of daily house count.
  • Administrative Tasks: Prepare and conduct all Front Office interviews and follow hiring procedures according to Highgate Hotel & Hotel Effie S.O.P.'s. Prepare employee schedules according to business forecasts and review Front Office staff's worked hours for payroll compilation and submit to accounting on a timely basis.
  • Communication: Maintain a professional working relationship and promote open lines of communication with managers, employees, and other departments (housekeeping and reservations).
  • Technology: Operate all Front Office computer system aspects, including software maintenance, report generation and analysis, and simple programming.
  • Safety and Security: Knows all safety and understands emergency procedures and how to act upon them. Understands accident prevention policies. Report anything considered a health and safety hazard.
  • Property Protection: Prevent abuse and/or destruction of hotel property.
  • Team Management: Ensure staff is always in the correct uniform and ready to serve. Manage team through synergy in efforts to assist guests promptly.
Requirements
  • Education: At least 5 years of progressive experience in a hotel or a related field; or a 2-year college degree and 3 or more years of related experience; or a 4-year college degree and at least 1 year of related experience.
  • Experience: Supervisory experience required.
  • Skills: 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.
  • Personal Qualities: Approach all encounters with guests and employees in an attentive, friendly, courteous, and service-oriented manner. Maintain high standards of personal appearance and grooming. Comply with Highgate Hotel & Hotel Effie Standards and regulations to encourage safe and efficient hotel operations.