Front Desk Supervisor

Highgate Hotels•Denver, CO

About The Position

The Front Office Supervisor provides attentive, courteous, and efficient service to hotel guests during check-in, throughout their stay, and at checkout, while maximizing room revenue and occupancy. The role handles guest inquiries and reservations, supports front desk operations, follows cash-handling and credit policies, and completes shift-related reports and paperwork according to hotel standards. The position also maintains guest programs and promotions, supports safe-deposit-box requests, and contributes to safe, efficient hotel operations.

Requirements

High school diploma or equivalent required.
Computer experience required.
Must be able to communicate effectively, verbally and in writing, with employees and guests at all levels.
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.
Must be effective in handling problems, including anticipating, preventing, identifying, and solving them.
Must be able to understand and apply complex information and data from various sources to meet appropriate objectives.
Must be able to maintain confidentiality of information.
Must maintain regular attendance in compliance with hotel standards, as required by scheduling and hotel needs.

Nice To Haves

College coursework in a related field.
Experience in a hotel or related field.
Customer service experience.

Responsibilities

Answer guest inquiries about restaurants, transportation, entertainment, and other matters.
Follow cash-handling and credit policies.
Know current rates, packages, special promotions, in-house groups, and closed-out or restricted dates.
Obtain necessary information when taking room reservations and follow the rate-quoting scenario.
Handle guest check-ins and checkouts in a friendly, efficient, and courteous manner.
Use proper two-way radio etiquette when communicating with other employees.
Operate relevant aspects of the Front Desk computer system.
Complete all tasks and duties on the shift checklist in a timely and efficient manner.
Complete bucket checks, room-rate verification reports, and housekeeping reports.
Balance and prepare individual paperwork for shift closing according to hotel standards.
Maintain and market promotions and guest programs.
Maintain a clean work area.
Assist guests with safe-deposit boxes.
Follow emergency procedures and assist as needed.
Maintain regular attendance and high standards of personal appearance and grooming, including wearing the proper uniform and nametag.
Comply with hotel standards and regulations to encourage safe and efficient operations.
Identify problem areas and assist in implementing solutions; handle problems by anticipating, preventing, identifying, and resolving them.
Cross-train in other hotel-related areas and maintain confidentiality of information.
Show initiative by anticipating guest or operational needs.
Perform other duties as requested by management.

Benefits

Travel discounts at company hotels.
Competitive benefits, including three pricing tiers of medical coverage, for eligible full-time associates.
Dental and vision benefits for eligible full-time associates.
Paid time off plans may be available to qualifying associates.
401(k) retirement program for qualifying full-time and part-time associates.
Medical insurance.
Dental insurance.
Vision insurance.
Life insurance.
Short-term and long-term disability insurance.
401(k) retirement plan with employer matching contributions.
Paid holidays.
Paid vacation.
Paid sick leave in accordance with applicable law.
Employee assistance program (EAP).
Educational opportunities and tuition reimbursement.
Paid jury duty, personal, medical, and military leave in accordance with applicable law.