Front Office Supervisor

Job description

The Front Office Supervisor is responsible for providing attentive, courteous and efficient service to all guests during check-in, throughout their stay, and at checkout, while maximizing room revenue and occupancy.

Responsibilities include:

• Greeting and welcoming all guests approaching the Front Desk in accordance with Highgate Hotel standards.
• Maintaining proper operation of the PBX console and ensuring that all hotel standards are met (if applicable).
• Answering guest inquiries about hotel services, facilities, and hours of operation in a timely manner.
• Ensuring logging and delivery of packages, mail, and messages to guests and meeting rooms.
• Reviewing Front Office log and Trace File daily.
• Answering inquiries from guests regarding restaurants, transportation, entertainment, etc.
• Following all cash handling and credit policies.
• Being aware of all rates, packages, and special promotions as listed in the Red Book.
• Being familiar with all in-house groups.
• Being aware of closed out and restricted dates.
• Obtaining all necessary information when taking room reservations and following the rate-quoting scenario.
• Being familiar with hospitality terminology.
• Having knowledge of emergency procedures and assisting as needed.
• Handling check‑ins and check‑outs in a friendly, efficient, and courteous manner. Using proper two‑way radio etiquette at all times when communicating with other employees.
• Fully comprehending and being able to operate all relevant aspects of the Front Desk computer system.
• Being able to perform and complete all tasks and duties on the shift checklist in a timely and efficient manner.
• Being able to complete a bucket check, room rate verification report, and housekeeping report.
• Balancing and preparing individual paperwork for closing of shift according to hotel standards.
• Maintaining and marketing promotions and guest programs.
• Maintaining a clean work area.
• Assisting guests with safe deposit boxes.

Qualifications include:

• College course work in a related field helpful.
• Experience in a hotel or a related field preferred.
• High School diploma or equivalent required.
• Computer experience required.
• Customer Services experience preferred.
• Flexible and long hours 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.
• Maintaining a warm and friendly demeanor at all times. Supervising 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.
• Approaching all encounters with guests and employees in an attentive, friendly, courteous, and service‑oriented manner.
• Attending all hotel required meetings and trainings.
• Maintaining regular attendance in compliance with Highgate Hotel Standards, as required by scheduling, which will vary according to the needs of the hotel.
• Maintaining high standards of personal appearance and grooming, which includes wearing the proper uniform and nametag.
• Complying with Highgate Hotel Standards and regulations to encourage safe and efficient hotel operations.
• Maximizing efforts towards productivity, identifying problem areas, and assisting 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.
• Performing other duties as requested by management.