Front Office Supervisor
4 weeks ago
Job Summary
Highgate Hotels is seeking a skilled Front Office Supervisor to provide exceptional customer service and lead our front office team. As a Front Office Supervisor, you will be responsible for ensuring a smooth and efficient check-in and check-out process, while also maintaining a high level of customer satisfaction.
Key Responsibilities
- Greet and welcome guests in a friendly and courteous manner
- Answer guest inquiries about hotel services, facilities, and hours of operation
- Ensure logging and delivery of packages, mail, and messages to guests and meeting rooms
- Review front office log and trace file daily
- 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
- Have knowledge of emergency procedures and assist as needed
- Handle check-ins and checkouts in a friendly, efficient, and courteous manner
- 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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