Front Office Supervisor

Highgate Hotels•Las Vegas, NV

5d•Onsite

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 supervises Front Office team members and supports safe, efficient hotel operations while meeting Highgate Hotel standards. The supervisor welcomes guests, responds to questions about hotel services and local options, handles check-ins and checkouts, supports reservations and guest programs, and ensures that Front Desk systems and procedures are followed. The role also completes shift tasks and reports, maintains accurate cash handling and paperwork, and communicates with guests and colleagues in a friendly, professional manner. The position requires regular attendance and attendance at required hotel meetings and trainings. Flexible and long hours are sometimes required. The job includes standing for the entire shift and light physical work, including occasionally moving up to 20 pounds and frequently or constantly moving up to 10 pounds.

Requirements

High school diploma or equivalent required.
Computer experience required.
Ability to communicate effectively, verbally and in writing, with employees and guests at all levels.
Ability to listen to, understand, and clarify concerns raised by employees and guests.
Ability to multitask and prioritize departmental functions to meet deadlines.
Ability to understand and apply complex information and data from various sources to meet objectives.
Ability to maintain confidentiality of information.
Ability to stand throughout the entire shift.
Ability to perform light work: exert up to 20 pounds of force occasionally and/or up to 10 pounds frequently or constantly to lift, carry, push, pull, or otherwise move objects.
Maintain a warm, friendly, attentive, courteous, and service-oriented demeanor.

Nice To Haves

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

Responsibilities

Greet and welcome guests at the Front Desk in accordance with Highgate Hotel standards.
Maintain the PBX console when applicable and ensure hotel standards are met.
Answer questions about hotel services, facilities, hours of operation, restaurants, transportation, and entertainment.
Log and deliver packages, mail, and messages to guests and meeting rooms.
Review the Front Office log and Trace File daily.
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 when taking room reservations and follow the rate-quoting scenario.
Maintain knowledge of hospitality terminology and emergency procedures, and assist as needed.
Handle 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 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 and assist guests with safe deposit boxes.
Supervise Front Office team members in their respective roles.
Attend required hotel meetings and trainings and maintain regular attendance in accordance with scheduling needs.
Maintain personal appearance and grooming standards, including proper uniform and nametag.
Comply with hotel standards and regulations to promote safe and efficient operations.
Support productivity, identify problem areas, and assist with implementing solutions.
Handle problems by anticipating, preventing, identifying, and resolving them as necessary.
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.