Front Office Supervisor

YVE Hotel Miami•Miami, FL

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 helps ensure that hotel standards, procedures, and service expectations are followed.

Requirements

High school diploma or equivalent required.
Computer experience required.
Ability to maintain a warm and friendly demeanor.
Ability to communicate effectively, verbally and in writing, with employees and guests at all levels in an attentive, friendly, courteous, and service-oriented manner.
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.
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.

Nice To Haves

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

Responsibilities

Greet and welcome guests at the Front Desk in accordance with Highgate Hotel standards.
Maintain proper operation of the PBX console and ensure applicable hotel standards are met.
Answer guest questions about hotel services, facilities, operating hours, 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 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 at 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.
Maintain regular attendance, proper uniform and nametag, and high standards of personal appearance and grooming.
Comply with hotel standards and regulations to support safe and efficient operations.
Promote productivity, identify problem areas, and assist with implementing solutions.
Anticipate, prevent, identify, and resolve problems as necessary.
Cross-train in other hotel-related areas and maintain the 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, personal, medical, and military leave in accordance with applicable law