Front Office Supervisor

Highgate Hotels • Miami Beach, FL

5d

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 effective, safe hotel operations. Responsibilities also include guest assistance, Front Desk systems and records, shift reporting, and adherence to Highgate Hotel standards.

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 in an attentive, friendly, courteous, and service-oriented manner.
• 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 able to understand and apply complex information and data from various sources to meet objectives.
• Must be able to maintain confidentiality of information.
• Must be able to stand for the entire shift.
• Light work involving exerting 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.
• Must maintain a warm and friendly demeanor and approach encounters with guests and employees in an attentive, courteous, and service-oriented manner.
• Flexible and long hours are sometimes required.

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 guest questions about hotel services, facilities, and operating hours; provide information about restaurants, transportation, entertainment, and other local or hotel offerings.
• 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 or restricted dates.
• Obtain required information for room reservations and follow the rate-quoting scenario.
• Maintain familiarity with 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 all tasks 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.
• 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 training; maintain regular attendance in accordance with scheduling and hotel standards.
• Maintain required personal appearance and grooming, including proper uniform and nametag.
• Comply with hotel standards and regulations to encourage 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 and operational needs.
• Perform other duties as requested by management.

Benefits

• 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 leave, personal leave, medical leave, and military leave in accordance with applicable law
• Additional paid holiday, vacation, and sick-leave provisions for employees based in Washington, Colorado, and California, subject to location-specific terms and applicable collective bargaining agreements

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: High school or GED