Front Office Supervisor

Front Office Supervisor Location: US-FL-Key West; Property: The Marker Compensation: Hourly Overview: 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 Greet and welcome all guests approaching the Front Desk in accordance with Highgate Hotel standards. Maintain proper operation of the PBX console and ensure that all hotel standards are met (if applicable). Answer guest inquiries about hotel services, facilities and hours of operation in a timely manner. Ensure logging and delivery of packages, mail and messages to guests and meeting rooms. Review Front Office log and Trace File daily. Answer inquiries from guests regarding restaurants, transportation, entertainment, etc. Follow all cash handling and credit policies. Be aware of all rates, packages and special promotions as listed in the Red Book. Be familiar with all in‑house groups. Be aware of closed‑out and restricted dates. Obtain all necessary information when taking room reservations and follow the rate‑quoting scenario. Be familiar with hospitality terminology. Have knowledge of emergency procedures and assist as needed. Handle check‑ins and check‑outs in a friendly, efficient and courteous manner; use proper two‑way radio etiquette at all times when communicating with other employees. Fully comprehend and be able to operate all relevant aspects of the Front Desk computer system. Perform and complete all tasks and duties on the shift checklist in a timely and efficient manner. Complete a bucket check, room rate verification report, and housekeeping report. Balance and prepare individual paperwork for closing of shift according to hotel standards. Maintain and market promotions and guest programs. Maintain a clean work area. Assist guests with safe deposit boxes. Qualifications College coursework in a related field helpful. Experience in a hotel or a related field preferred. High school diploma or equivalent required. Computer experience required. Customer service experience preferred. Flexible and long hours sometimes required. Light work – can exert up to 20 pounds of force occasionally and up to 10 pounds of force frequently or constantly to lift, carry, push, pull or otherwise move objects. Ability to stand during entire shift. Maintain a warm and friendly demeanor at all times; supervise all team members in their respective roles at the Front Office. Effective verbal and written communication with all levels of employees and guests. Effective at listening to, understanding, and clarifying concerns raised by employees and guests. Multitask and prioritize departmental functions to meet deadlines. Approach all encounters with guests and employees in an attentive, friendly, courteous and service‑oriented manner. Attend all hotel‑required meetings and trainings. Maintain regular attendance in compliance with Highgate Hotel Standards, as required by scheduling. Maintain high standards of personal appearance and grooming, including wearing the proper uniform and nametag. Comply with Highgate Hotel Standards and regulations to encourage safe and efficient hotel operations. Maximize efforts toward productivity, identify problem areas and assist in implementing solutions. Handle problems – including anticipating, preventing, identifying and solving problems as necessary. Understand and apply complex information from various sources to meet objectives. Cross‑train in other hotel‑related areas. Maintain confidentiality of information. Show initiative, including anticipating guest or operational needs. Perform other duties as requested by management. #J-18808-Ljbffr