Front Desk Supervisor

Kimpton Hotel Monaco Denver•Denver, CO

About The Position

The Front Office Supervisor provides attentive, courteous, and efficient service to guests during check-in, throughout their stay, and at checkout while maximizing room revenue and occupancy. The role supports front desk operations by handling guest inquiries and transactions, following hotel policies and procedures, operating front desk systems, completing shift reports and paperwork, and maintaining a clean and welcoming work area. The supervisor is expected to maintain a friendly, service-oriented demeanor with guests and employees, communicate effectively, manage competing priorities, resolve problems, protect confidential information, and support safe and efficient hotel operations. The role may also involve cross-training in other hotel areas and performing other duties as requested by management.

Requirements

High school diploma or equivalent required.
Computer experience required.
College coursework in a related field is helpful.
Hotel or related-field experience preferred.
Customer service experience preferred.
Maintain a warm and friendly demeanor.
Communicate effectively, verbally and in writing, with employees and guests at all levels in an attentive, courteous, and service-oriented manner.
Listen to, understand, and clarify concerns raised by employees and guests.
Multitask and prioritize departmental functions to meet deadlines.
Understand and apply complex information and data from various sources to meet objectives.
Maintain regular attendance in accordance with hotel standards and scheduling 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 local information.
Follow cash-handling and credit policies.
Stay informed about rates, packages, special promotions, in-house groups, and closed-out or restricted dates.
Obtain necessary information for room reservations and follow the rate-quoting scenario.
Maintain familiarity with hospitality terminology and emergency procedures, and assist during emergencies as needed.
Handle guest check-ins and checkouts in a friendly, efficient, and courteous manner.
Use proper two-way radio etiquette when communicating with employees.
Operate relevant aspects of the Front Desk computer system.
Complete shift-checklist tasks and duties 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.
Keep the work area clean.
Assist guests with safe deposit boxes.
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.
Maximize productivity, identify problem areas, and assist in implementing solutions.
Anticipate, prevent, identify, and resolve problems as needed.
Cross-train in other hotel-related areas as needed.
Maintain the confidentiality of information.
Show initiative by anticipating guest and operational needs.
Perform other duties as requested by management.

Benefits

Travel discounts at Highgate hotels.
Medical insurance with three pricing tiers for eligible full-time associates.
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 leave, personal leave, medical leave, and military leave in accordance with applicable law.
Washington-based employees: up to 20 days of paid vacation per year, based on classification and length of service; paid sick and safe time accrual and carryover as described in the posting.
Colorado-based employees: up to 20 days of paid vacation per year, based on classification and length of service; paid sick leave as described in the posting.
California-based employees: up to 20 days of paid vacation per year, based on classification and length of service, subject to stated caps and local provisions; paid sick time as described in the posting.