Front Office Supervisor

Responsibilities

• Obtain all necessary information when taking room reservations and follow the rate-quoting scenario.
• Monitor all VIP and special guest requests.
• Review Front Office log and Trace File daily.
• Fully comprehend and operate all relevant aspects of the Front Desk computer system.
• Ensure logging and delivery of all messages, packages, and mail in a timely and professional manner.
• Be aware of all rates, packages, and promotions.
• Be familiar with all in-house groups.
• Be aware of all closed out and restricted dates.
• Follow and enforce all Highgate Hotel hotel credit policies.
• Be able to complete and ensure that a proper bucket check, room rate verification report, and housekeeping report have been accurately done and filed.
• Maintain proper operation of the P.B.X. console and ensure that all standards are met, if applicable.
• Establish and maintain good communications and teamwork with fellow employees and other departments within the hotel.
• Absorb and ensure that the Guest Services Manager (GSM) is following and maintaining standards (i.e., answering phones, callbacks to guests, guest request log).
• Have knowledge of and assist in all emergency procedures as required.
• Oversee and ensure that all guests are checked in/out in a friendly, efficient and courteous manner.
• Be able to perform, complete and ensure that all tasks and duties on the shift checklist are completed in a timely and efficient manner.
• Responsible for issued house bank.
• Be able to perform all duties of Guest Services Agent.
• Run room status reports in a timely manner and relay necessary information to affected departments and individuals.
• Monitor key control to maintain hotel security.
• Ensure the maximization of room revenue through Rooms Merchandising.
• Answer all guest inquiries in a timely and professional nature.
• Be involved in departmental meeting, planning and execution.
• Help maintain productivity levels at or above budgeted standards.
• Assist in training and cross training of new hires and current employees on a regular basis.

Qualifications

• High School diploma or equivalent required.
• At least 2 to 3 years of progressive experience in a hotel or a related field required.
• College course work in related field helpful.
• Previous supervisory responsibility preferred.
• Flexible and long hours sometimes required.