Overnight Front Office Supervisor, Midtown

12 hours ago

Miami, Florida, United States Hyde Full time
Job Description

Hyde Midtown is seeking a highly motivated and organized Overnight Front Office Supervisor to join our Front Desk team. As a key member of our Guest Services team, you will be responsible for ensuring seamless guest experiences and providing exceptional service to our internal and external guests.

Key Responsibilities:
  • Determine work procedures, prepare work schedules, and expedite workflow of subordinates.
  • Assign duties and examine work for preciseness, neatness, and conformance to policies and procedures.
  • Study and standardize procedures to improve efficiency of subordinates.
  • Adjust errors and respond to concerns.
  • Keep records of room availability, rates, etc.
  • Make, confirm, and cancel reservations, usually over telephone, fax, or other reservation system.
  • On a daily basis, block rooms for V.I.P.'s, and 'set the house' (balance and assign rooms).
  • Track and bill 'no-show' guests.
  • Understand and enforce hotel and company credit policies.
  • Utilize yield management policies to maximize revenue and occupancy and work closely with sales department to implement strategies to maximize room revenue.
  • Other duties as assigned.
  • Answer all phone calls promptly and in a courteous manner.
  • Be knowledgeable of current rates, marketing specials, hotel operations, and other information necessary to answer guest inquiries.
  • Know the layout of the hotel, including all room types, suites, and meeting rooms.
  • Have a complete working knowledge of the reservation functions in the hotel.
  • Be aware at all times of the selling status of the hotel.
  • Have a complete knowledge of our special rates and packages and know which benefits are included in each.
  • Secure all required information from the guest when making a reservation.
  • Understand and follow reservation policy pertaining to guarantees, cancellations, and no-shows and communicate them clearly to each guest.
  • Respond to all customer requests in a timely and personable manner.
  • Follow up on any guest requests to ensure satisfaction in a friendly and professional service style.
  • Process all advance deposits on future reservations and post each deposit to the guest's reservation.
  • Balance shift audit and run necessary reports daily.
  • Handle daily correspondence, respond to inquiries, and make reservations as needed, maintain correspondence files, mail out brochures as requested.
  • Be aware of and adhere to the rules and regulations of the hotel and the Reservations department.
  • Plan and participate in departmental meetings, assisting in the development of daily operations and the overall reservation department and related areas.
  • Create and maintain positive relationships with all other departments and know how they relate to the Reservations department.
  • Be knowledgeable of spa, including basic service treatments, rates, and any other information necessary to answer guest inquiries.
  • Assist with inputting weekend third-party reservations, such as internet and wholesale.
  • Perform daily office duties and any other projects assigned by managers.
  • Attend all scheduled trainings, classes, and meetings.
  • Comply with Ennismore Work Rules and Standards of Conduct.
  • We recognize we are in the hospitality industry and that may require us to provide lateral service. We will on occasion call for each individual in the team to on a routine basis perform various related tasks as needed in the spirit of providing exceptional guest service.

Additional Responsibilities:

  • Communicate effectively, both verbally and in writing, to provide clear direction to the venue teams.
  • Communicate with employees using a positive and clear speaking voice, listen to and understand requests, respond with appropriate actions, and provide accurate information.
  • Remain calm and alert, especially during emergency situations and/or heavy hotel/restaurant activity, serving as a role model for the team and other employees. Interact with other department personnel and venue staff as needed.
  • Make decisions and take actions based on previous experience and good judgment, sometimes revising procedures to accommodate unusual situations.

To be aware of and ensure constant compliance with all necessary operational policies, including:

  • Health and Safety
  • Food Hygiene
  • Maintenance
  • Emergency Procedures
  • Liquor Licensing

SUPPORTIVE FUNCTIONS:

In addition to the performance of the essential functions, this position may be required to perform a combination of the following supportive functions, with the percentage of time performing each function to be solely determined by the supervisor based upon the particular requirements of the company.

  • Attend mandatory meetings, including divisional meetings, staff meetings, etc.
  • Participate in community events and ensure corporate social responsibility goals of the company are met.
  • Utilize traditional software programs, such as Microsoft Office (Word, Excel, Outlook, and PowerPoint), Micros, ADP, Open Table, and any departmental specific systems used.
  • Keep work area clean and organized.
  • Ensure confidential documents are kept in a secured area.
  • When disposing confidential documents that contain any personally identifiable information, they must be shredded or pulverized.
  • Complete other duties as assigned by the Department Head.
  • Demonstrate positive leadership characteristics, which inspire Team Members to meet and exceed standards.
  • Ensure compliance with the company's policies and procedures.

OTHER DUTIES:

Assimilate into the company's culture through understanding, supporting, and participating in all the company elements. Demonstrate working knowledge of the service standards.

Regular attendance in conformance with the standards, which may be established by the company from time to time, is essential to the successful performance of this position.

Due to the cyclical nature of the hospitality industry, employees may be required to work varying schedules to reflect the business needs of the property.

SAFETY REQUIREMENTS:

Personal Protective Equipment (PPE) may be required when performing work duties that may have the potential of risk to your health or safety. The restaurant will provide the required PPE. Team members will be trained in the proper use and care of any assigned PPE. It is your responsibility to report defective, damaged, or lost PPE, or equipment that does not fit properly, to your Manager.

Requires ability to lift large and heavy packages and boxes and to the ability to load and unload small and large boxes as needed. Must have ability to safely lift minimum of 50 lbs. without assistance and to push and pull up to 150 lbs. with appropriate equipment.

GROOMING/UNIFORMS:

All employees must maintain a neat, clean, and well-groomed appearance. Specific uniform guidelines and/or required articles of clothing will be explained to you as a part of the orientation process.

OTHER:

Additional language ability preferred.

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