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- Tasks: Supervise front desk operations, ensuring excellent guest service and efficient check-ins/checkouts.
- Company: Join Highgate, a leading hospitality management company with a global presence and innovative approach.
- Benefits: Enjoy competitive hourly pay, flexible hours, and opportunities for growth in a dynamic environment.
- Why this job: Be part of a vibrant team, enhance your customer service skills, and make lasting connections.
- Qualifications: High school diploma required; customer service experience and college coursework in hospitality preferred.
- Other info: Opportunity to cross-train in various hotel departments and develop a well-rounded skill set.
The Front Office Supervisor is responsible for providing attentive, courteous and efficient service to all guests during check-in, throughout their stay, and at checkout, while maximizing room revenue and occupancy.
Responsibilities:
- Greet and welcome all guests approaching the Front Desk in accordance with Highgate Hotel standards.
- Maintain proper operation of the PBX console and ensure that all hotel standards are met (if applicable).
- Answer guest inquiries about hotel services, facilities and hours of operation in a timely manner.
- Ensure logging and delivery of packages, mail and messages to guests and meeting rooms.
- Review Front Office log and Trace File daily.
- Answer inquiries from guests regarding restaurants, transportation, entertainment, etc.
- Follow all cash handling and credit policies.
- Be aware of all rates, packages and special promotions as listed in the Red Book.
- Be familiar with all in-house groups.
- Be aware of closed out and restricted dates.
- Obtain all necessary information when taking room reservations and follow the rate-quoting scenario.
- Be familiar with hospitality terminology.
- Have knowledge of emergency procedures and assist as needed.
- Handle check-ins and checkouts in a friendly, efficient and courteous manner.
- Use proper two-way radio etiquette at all times when communicating with other employees.
- Fully comprehend and be able to operate all relevant aspects of the Front Desk computer system.
- Be able to perform and complete all tasks and duties on the shift checklist in a timely and efficient manner.
- Be able to complete a bucket check, room rate verification report, and housekeeping report.
- Balance and prepare individual paperwork for closing of shift according to hotel standards.
- Maintain and market promotions and guest programs.
- Maintain a clean work area.
- Assist guests with safe deposit boxes.
- Fill in shifts as needed at the desk and the shuttle.
Qualifications:
- College coursework in a related field is helpful.
- Experience in a hotel or related field preferred.
- High School diploma or equivalent required.
- Computer experience required.
- Customer service experience preferred.
- Flexible and willing to work long hours as needed.
- Ability to exert up to 20 pounds of force occasionally, and/or up to 10 pounds frequently or constantly to move objects.
- Ability to stand during entire shift.
- Maintain a warm and friendly demeanor at all times.
- Effective verbal and written communication skills with all levels of employees and guests.
- Ability to listen, understand, and clarify concerns raised by employees and guests.
- Ability to multitask and prioritize departmental functions to meet deadlines.
- Approach all encounters with guests and employees in a courteous and service-oriented manner.
- Attend all required hotel meetings and training sessions.
- Maintain regular attendance in accordance with hotel standards.
- Maintain high standards of personal appearance and grooming, including proper uniform and nametag.
- Comply with hotel standards and regulations to ensure safe and efficient operations.
- Identify problem areas and assist in implementing solutions to improve productivity.
- Handle problems proactively, including anticipating, preventing, and resolving issues.
- Understand and apply complex information from various sources to meet objectives.
- Cross-train in other hotel-related areas.
- Maintain confidentiality of sensitive information.
- Show initiative by anticipating guest and operational needs.
- Perform other duties as assigned by management.
Front Office Supervisor employer: Highgate
Contact Detail:
Highgate Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Front Office Supervisor
✨Tip Number 1
Familiarise yourself with the specific hotel and its services. Knowing the ins and outs of Courtyard Manchester, including local attractions and amenities, will help you stand out during interviews and demonstrate your genuine interest in the role.
✨Tip Number 2
Network with current or former employees of Highgate Hotels. They can provide valuable insights into the company culture and expectations, which can give you an edge when discussing your fit for the Front Office Supervisor position.
✨Tip Number 3
Prepare to showcase your customer service skills through real-life examples. Think of situations where you've gone above and beyond for a guest or resolved a difficult issue, as this is crucial for a role that focuses on guest satisfaction.
✨Tip Number 4
Demonstrate your ability to multitask and manage stress effectively. The Front Office Supervisor role requires juggling various responsibilities, so be ready to discuss how you've successfully handled multiple tasks in fast-paced environments.
We think you need these skills to ace Front Office Supervisor
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in hospitality and customer service. Emphasise any previous roles where you supervised staff or managed front office operations.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for the hospitality industry. Mention specific experiences that demonstrate your ability to provide excellent guest service and manage front desk operations effectively.
Highlight Relevant Skills: In your application, focus on skills that are crucial for the Front Office Supervisor role, such as effective communication, multitasking, and problem-solving abilities. Use examples from past experiences to illustrate these skills.
Proofread Your Application: Before submitting, carefully proofread your CV and cover letter for any spelling or grammatical errors. A polished application reflects your attention to detail and professionalism.
How to prepare for a job interview at Highgate
✨Know the Company
Familiarise yourself with Highgate Hotels and their values. Understand their presence in the hospitality industry, especially in gateway markets. This knowledge will help you align your answers with their mission and demonstrate your genuine interest.
✨Showcase Customer Service Skills
As a Front Office Supervisor, customer service is key. Prepare examples from your past experiences where you provided exceptional service or resolved guest issues effectively. Highlight your ability to maintain a warm and friendly demeanour.
✨Demonstrate Multitasking Abilities
The role requires juggling multiple tasks efficiently. Be ready to discuss how you've successfully managed competing priorities in previous roles. Use specific examples to illustrate your organisational skills and ability to work under pressure.
✨Prepare for Scenario Questions
Expect situational questions that assess your problem-solving skills. Think of scenarios related to guest complaints or operational challenges and how you would handle them. This will show your proactive approach and ability to think on your feet.
