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, maintaining proper operation of the PBX console, answering guest inquiries, ensuring logging and delivery of packages, 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, being familiar with all in-house groups, being aware of closed out and restricted dates, obtaining all necessary information when taking room reservations, being familiar with hospitality terminology, having knowledge of emergency procedures and assisting as needed, handling check-ins and checkouts in a friendly, efficient and courteous manner, fully comprehending and operating all relevant aspects of the Front Desk computer system, performing and completing all tasks and duties on the shift checklist in a timely and efficient manner, completing 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, and assisting guests with safe deposit boxes.
Qualifications include college course work in 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, 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, effective communication both verbally and written, listening to, understanding, and clarifying concerns raised by employees and guests, multitasking and prioritizing departmental functions to meet deadlines, attending all hotel required meetings and trainings, maintaining regular attendance in compliance with Highgate Hotel Standards, maintaining high standards of personal appearance and grooming, 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, effective in handling problems, including anticipating, preventing, identifying and solving problems as necessary, understanding and applying complex information, data, etc. from various sources to meet appropriate objectives, cross-training in other hotel related areas, maintaining confidentiality of information, and showing initiative, including anticipating guest or operational needs.