Guest Services Supervisor

2 weeks ago

Destin, Florida, United States Highgate Full time

Compensation Type: Yearly

Company Overview: Highgate Hotels is a leading real estate investment and hospitality management firm, recognized for its innovative approach within the industry.

Highgate is a key player in major U.S. gateway markets, including New York, Boston, Miami, San Francisco, and Honolulu, while also expanding rapidly in Europe, Latin America, and the Caribbean.

With a portfolio of global properties valued at over $20 billion, Highgate generates more than $5 billion in cumulative revenues.

The company offers expert guidance throughout all phases of the hospitality property cycle, from planning and development to recapitalization or disposition.

Highgate is also adept at creating tailored hotel brands and employs industry-leading proprietary revenue management tools to identify and predict market dynamics, enhancing performance and maximizing asset value.

Location: Hotel Effie Sandestin Autograph Collection, Miramar Beach, Florida

Position Overview: The Front Office Manager is tasked with overseeing the Front Desk operations, ensuring that all guests receive attentive, friendly, and efficient service throughout their stay while optimizing room revenue and occupancy rates.

Key Responsibilities:

  • Address all guest inquiries, issues, complaints, and incidents at the Front Desk or through various communication channels in a courteous and efficient manner.
  • Proactively follow up to ensure guest satisfaction and address any instances of dissatisfaction promptly.
  • Inspire, coach, and guide Front Office staff in accordance with Highgate's standards, fostering employee morale and ensuring comprehensive training.
  • Conduct interviews and adhere to hiring protocols as per Highgate's guidelines.
  • Maximize room revenue and occupancy by analyzing daily status reports and monitoring credit activities.
  • Prepare employee schedules based on business forecasts and manage payroll submissions accurately.
  • Maintain professional relationships and open communication with management, staff, and other departments.
  • Collaborate with accounting on various follow-up items, including returned checks and credit discrepancies.
  • Oversee all aspects of the Front Office computer systems, including software maintenance and report generation.
  • Ensure staff warmly greets all guests at the Front Desk in line with Highgate's service standards.
  • Implement all company policies and house rules effectively.
  • Manage the logging and delivery of messages, packages, and mail efficiently.
  • Coordinate the ongoing implementation of Highgate's service philosophy.
  • Ensure accurate cash handling and adherence to credit policies.
  • Monitor 'Lost and Found' procedures in accordance with company standards.
  • Participate in weekly leadership meetings to enhance departmental focus on guest service and audit scores.
  • Oversee special guests and requests, ensuring their needs are met.
  • Maintain adequate supplies for the Front Office and manage inventory.
  • Train new associates in the Front Office department.
  • Respond to inquiries regarding room rates and availability.
  • Ensure thorough knowledge of room types, package plans, and hotel amenities.
  • Check guests in and out, preparing bills and authorizing payments efficiently.
  • Handle billing and guest service inquiries effectively.
  • Plan and manage shift preparations and team communications.
  • Be adaptable to cover unexpected needs within the hotel.
  • Understand and execute safety and emergency procedures.
  • Report any health and safety hazards promptly.
  • Ensure staff maintain proper uniforms and readiness to serve.
  • Foster teamwork to assist guests promptly.

Qualifications:

  • Ability to work extended hours as required.
  • Maintain a warm and friendly demeanor at all times.
  • Effective verbal and written communication skills with all levels of staff and guests.
  • Strong listening skills to understand and clarify concerns.
  • Ability to multitask and prioritize departmental functions to meet deadlines.
  • Attend all required meetings and training sessions.
  • Regular attendance in compliance with Highgate's standards.
  • High standards of personal appearance and grooming.
  • Compliance with company standards and regulations for safe and efficient operations.
  • Proficiency in problem-solving and evaluating complex information.
  • Maintain confidentiality of sensitive information.
  • Demonstrate exceptional customer service skills.
  • Preferred experience in Marriott settings.
  • Minimum of 5 years of progressive experience in hospitality or related fields; or a 2-year college degree with 3 years of related experience; or a 4-year college degree with at least 1 year of related experience.
  • Supervisory experience is required.
  • Proficiency in Windows and Microsoft Office.

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