Front Office Supervisor

Since 1947, The Colony Palm Beach has been the center of Palm Beach's social life, hosting- U.S. Presidents, European Royalty, and welcoming travelers from around the world. Be part of a historic, luxury boutique hotel exhibiting polished charm and ambiance only steps away from world-famous shopping and dining on Worth Avenue and the crystal blue waters of the Atlantic Ocean.

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The Colony Palm Beach is an Equal Opportunity Employer and a Drug-Free Work Place

JOB OVERVIEW:

Supervise the daily operation of the Front Office department, ensuring service excellence and that all guests have a memorable experience.

Assist the Front Office Management team by providing attentive, courteous and efficient service to all guests prior to arrival and throughout their stay.

ESSENTIAL JOB FUNCTIONS:

1) Welcome guests upon their arrival and assign rooms.

2) Meet and exceed guests' expectations by anticipating the services they might require.

3) Supervise the Front Desk/Guest Ambassador staff. Assist with directing, implementing, and evaluating the quality of products and services provided to guests and employees.

4) Train new Living Room personnel and provide feedback on training efforts. Assist with assessing needs, planning, developing, coordinating, monitoring, and evaluating training programs.

5) Counsel, guide, train, and instruct employees in adequately performing their duties.

6) Provide weekly updates to management on employees' performance.

7) Perform all check-in and check-out tasks.

8) Manage online and phone reservations.

9) Inform guests about payment methods and verify their credit card data.

10) Register guests collecting necessary information.

11) Maintain complete knowledge of:

a) All hotel features/services and hours of operation.

b) All hotel restaurant food concepts, menu price range, dress code, and ambiance.

c) All hotel room types, numbers/names, layouts, appointments, amenities, and locations.

d) All hotel room rates, special packages, and promotions.

e) Daily house count and expected arrivals/departures (particularly V.I.P.'s).

f) Scheduled daily group activities, names, and locations of meeting/banquet rooms.

g) Local events, attractions, and holiday schedules.

12) Maintain complete knowledge and comply with all hotel and departmental policies and procedures.

13) Liaise with housekeeping to ensure all rooms are clean, tidy, and fully furnished to accommodate guests' needs.

14) Upsell room types, additional amenities, and services when appropriate.

15) Collect payments, and make changes.

16) Obtain assigned bank and ensure accuracy of contracted monies. Keep the bank secure at all times.

17) Obtain department keys and beeper/radio; ensure such security.

18) Meet with the departing Manager/Supervisor/Guest Ambassador to review business status and follow-up actions.

19) Access all functions of a computer system following departmental specifications.

20) Set up a workstation with necessary supplies; maintain cleanliness throughout the shift.

21) Legibly complete requisitions for additional supplies/materials and submit them to the manager.

22) Maintain updated resource materials on all vendors and information to accommodate guest requests.

23) Review the designated in-house guest list and familiarize guests' names and room locations.

24) Answer the department telephone within three rings, using correct salutations and etiquette.

25) Assist guests with room reservations.

26) Accommodate all guest requests expediently and courteously.

27) Follow up with designated hotel personnel to ensure completion of the request.

28) Coordinate guest requests with designated vendors according to departmental standards, including:

• Room accommodations
• Airline reservations, changes, cancellations
• Transportation from hotel to airport and return
• Bus/train transportation
• Limousine reservations
• Car rentals
• Car repair and servicing
• Charter flights/rentals
• Babysitting services
• Banking/financial services
• Business center services/fax or telex services/mailing and delivery services.
• Interpretation services.
• Notary services
• Restaurant reservations, nightclub activities
• Dry cleaning, laundry, alterations, repairs
• Sporting events, golf facilities, sports and athletic activities/rentals, outdoor activities, health hotel facilities.
• Formal wear rentals
• Flowers
• Salon appointments
• Shoe shines
• Shopping services
• Movie/theater/attraction tickets
• Sightseeing tours
• Medical services
• Religious services

29) Relay accurate directions to guests' desired destination within the local area and distribute maps with highlighted routes.

30) Legibly document all pertinent information in guest notes—monitor and update guests' messages throughout the shift.

31) Handle guest complaints by following the instant pacification procedures and ensuring guest satisfaction.

32) Assist guests in locating and retrieving lost luggage.

33) Distribute all guest and departmental mail.

34) Monitor, send and distribute guest faxes.

35) Inspect blocked V.I.P. rooms, using company procedures and checklists, before guest arrival/rectify any deficiencies. Randomly inspect designated spaces weekly and complete the necessary documentation.

36) Meet V.I.P.s upon arrival at the Front Desk and assist with escorting them to their assigned room. Inform guests of hotel services/features and room amenities. Extend assistance before departing.

37) Place orders for amenities and coordinate delivery of amenities to designated guest rooms per hotel standards.

38) Assist guests in locating and retrieving lost luggage.

39) Distribute all guest and departmental mail.

40) Monitor, send and distribute guest faxes.

41) Assist guests with purchasing and selecting retail items—record and process sales and payments.

42) Monitor and maintain the cleanliness of the lobby and work areas.

43) Take, record, and relay messages accurately, completely, and legibly.

44) Notify management of any pertinent information related to shift or guest activities promptly to allow for the appropriate follow-up to resolve any guest situations successfully.

45) Maintain knowledge of all safety and emergency procedures and is aware of accident prevention policies: report accidents, injuries, and unsafe work conditions to the supervisor or manager.

46) Handle emergency calls.

47) Remain, at all times, attentive, friendly, helpful, and courteous to all guests, managers, and fellow employees.

48) Ensure that the appropriate level of confidentiality and security for all guest and company information is achieved, creating a feeling of comfort and confidence for guests.

49) Maintain high standards of personal appearance and grooming, which include wearing the proper uniform and a name tag when working.

50) Perform other duties as assigned by the supervisor.

SECONDARY FUNCTIONS:

1) Assist with performance reviews of employees

2) Assist Switchboard, Bell Attendants, Valet Attendants, and Reservation Agents as assigned.

3) Provide guest room and hotel tours.

4) Legibly document maintenance needs on work orders and submit them to the manager.

QUALIFICATIONS:

1) High School Diploma or equivalent.

2) Ability to communicate pleasantly with proper grammar in English.

3) Ability to provide legible communication.

4) Ability to compute basic mathematical calculations.

5) One year of experience in a guest service position in a luxury hospitality property.

6) Thorough knowledge of hotel services and amenities.

7) Availability to work holidays, weekends, and periods of high demand.

8) Oral Comprehension - demonstrates listening to and understanding information and ideas presented through spoken words and sentences.

9) Reading Comprehension - demonstrates an understanding of written sentences and paragraphs in work-related documents.

10) Writing - communicates effectively in writing as appropriate for the audience's needs.

11) Computer Skills - Proficient with Microsoft Office Suite or related software.

12) Excellent guest service skills and passion for hospitality.

13) Excellent telephone etiquette skills.

14) Ability to focus on guest needs, remaining calm and courteous at all times.

15) Good knowledge of hotel P.M.S. systems.

16) Good knowledge of the local area, services, and points of interest.

Desirable:

1) College or training in the hospitality industry.

2) Certification or training in guest relations, liquor, wine, and food service.

3) Previous luxury guest service training.

4) Previous experience in a supervisory role.

5) Fluent in a secondary language.

6) Valid driver's license.

7) Good driving record.

Skills:

Essential:

1) Ability to enforce hotel standards, policies, and procedures with Front Desk personnel.

2) Excellent interpersonal and communication skills.

3) Ability to anticipate guest needs.

4) Ability to encourage mutual respect and cooperation among team members, maintain open and collaborative relationships with employees and other departments and ensure behavior is followed throughout the team.

5) Ability to supervise the performance of Living Room personnel and follow up with corrections where needed.

6) Ability to input and access data on the computer.

7) Ability to focus on guest needs, remaining calm and courteous.

8) Ability to promote positive relations with all individuals who approach the Front Desk by telephone.

9) Ability to think quickly, maintain concentration and make concise decisions.

10) Ability to prioritize, organize and follow up.

11) Ability to focus attention on details.

12) Ability to maintain the confidentiality of all guests and pertinent hotel information.

13) Ability to ensure the security of guest room access.

14) Ability to work well under pressure to coordinate guest requests at any time.

15) Ability to perform job functions with minimal supervision.

16) Ability to exert physical effort in assisting with amenities or transporting items.

17) Ability to work cohesively with other departments and co-workers as a team.

Physical Requirements:

1) Ability to remain stationary at assigned post for extended periods.

2) Continuous movement throughout the hotel front office areas.

3) Ability to use hands to handle, control, or feel objects, tools, or controls.

4) Able to grasp, lift and carry, push, pull, or otherwise move goods weighing a maximum of 30 lbs. on a continuous schedule.