Guest Services Supervisor

2 weeks ago

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

Compensation Structure:
Hourly

Company Overview:
Hotel Effie Sandestin Autograph Collection is part of Highgate Hotels, a prominent real estate investment and hospitality management firm recognized for its innovative approach in the industry. Highgate is a key player in major U.S. gateway cities and is expanding its presence in the Caribbean and Latin America. The company excels in guiding properties through all phases of the property cycle, ensuring optimal performance and asset value through advanced revenue management tools.

Position Overview:
The Front Office Supervisor is tasked with delivering exceptional, courteous, and efficient service to all guests during their stay, from check-in to check-out, while maximizing room revenue and occupancy rates.

Key Responsibilities:

  • Welcome and greet all guests at the Front Desk in accordance with Highgate standards.
  • Ensure proper operation of the PBX console and maintain hotel standards.
  • Respond promptly to guest inquiries regarding hotel services and facilities.
  • Manage the logging and delivery of packages, mail, and messages.
  • Stay informed about all communications and familiarize yourself with any guest issues.
  • Provide information on local dining, transportation, and entertainment options.
  • Adhere to cash handling and credit policies.
  • Maintain awareness of rates, packages, and special promotions.
  • Understand and be familiar with all in-house groups.
  • Know about closed-out and restricted dates.
  • Gather necessary information for room reservations and follow the established rate-quoting process.
  • Be knowledgeable about hospitality terminology.
  • Understand emergency procedures and assist as needed.
  • Handle check-ins and checkouts efficiently and courteously.
  • Master all relevant aspects of the Front Desk computer system.
  • Complete all tasks on the shift checklist in a timely manner.
  • Conduct bucket checks, room rate verification reports, and housekeeping reports.
  • Prepare individual paperwork for shift closing according to hotel standards.
  • Promote and maintain guest programs and promotions.
  • Collaborate with housekeeping to ensure room readiness and fulfill guest requests.
  • Address guest requests, complaints, and issues in a courteous and efficient manner, ensuring follow-up for guest satisfaction.
  • Train all Front Desk staff on systems, policies, and procedures.
  • Foster employee morale and oversee the training of Guest Services personnel.
  • Maintain a clean and organized work area.

Qualifications:

  • Maintain a warm and friendly demeanor while supervising Front Office team members.
  • Communicate effectively both verbally and in writing with all levels of staff and guests.
  • Listen actively to understand and clarify concerns from employees and guests.
  • Multitask and prioritize departmental functions to meet deadlines.
  • Approach all interactions with guests and employees in a friendly and service-oriented manner.
  • Attend all required meetings and training sessions.
  • Adhere to Highgate standards for personal appearance and grooming.
  • Comply with safety and operational regulations.
  • Identify problem areas and assist in implementing solutions.
  • Handle problems proactively and effectively.
  • Understand and apply complex information from various sources.
  • Be willing to cross-train in other hotel-related areas.
  • Maintain confidentiality of sensitive information.
  • Demonstrate initiative by anticipating guest or operational needs.
  • Be flexible and prepared for extended hours as needed.
  • Lift and move objects weighing up to 20 pounds occasionally and 10 pounds frequently.
  • Stand for the duration of the shift.
  • Punctually clock in and out for scheduled shifts.
  • Relevant college coursework is beneficial.
  • Prior experience in a hotel or related field is preferred.
  • A high school diploma or equivalent is required.
  • Computer proficiency is necessary.
  • Customer service experience is preferred.

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