Front Office Supervisor
Company: Highgate Hotels
Location: Scottsdale
Posted on: March 18, 2023
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Job Description:
Highgate is a leading real estate investment and hospitality
management company widely recognized as an innovator in the
industry. Highgate is the dominant player in major U.S. gateway
cities including New York, Boston, Miami, San Francisco and
Honolulu, with a growing Caribbean and Latin America footprint. The
hospitality forward company provides expert guidance through all
stages of the property cycle, from planning and development through
recapitalization or disposition. Highgate has a proven record of
developing its diverse portfolio of bespoke lifestyle hotel brands,
legacy brands, and independent hotels and resorts with contemporary
programming and digital acumen. The company utilizes
industry-leading revenue management tools that efficiently identify
and predict evolving market dynamics to drive outperformance and
maximize asset value. With an executive team consisting of some of
the most experienced hotel management leaders, the company is a
trusted partner for top ownership groups and major hotel brands.
Highgate maintains corporate offices in New York, Chicago, Dallas,
London, Miami, and Seattle. www.highgate.com.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.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 inquires 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 inquires
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.College course work in related field
helpful.Experience in a hotel or a related field preferred.High
School diploma or equivalent required.Computer experience
required.Customer Services experience preferred.Flexible and long
hours sometimes required.Light work - Exerting up to 20 pounds of
force occasionally, and/or up to 10 pounds of force frequently or
constantly to lift, carry, push, pull or otherwise move
objects.Ability to stand during entire shift.Maintain a warm and
friendly demeanor at all times. Supervise all team members in their
respective roles at the Front Office.Must be able to effectively
communicate both verbally and written, with all level of employees
and guests 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.Approach all encounters with guests and employees in an
attentive, friendly, courteous and service-oriented manner.Attend
all hotel required meetings and trainings.Maintain regular
attendance in compliance with Highgate Hotel Standards, as required
by scheduling, which will vary according to the needs of the
hotel.Maintain high standards of personal appearance and grooming,
which includes wearing the proper uniform and nametag.Comply with
Highgate Hotel Standards and regulations to encourage safe and
efficient hotel operations.Maximize efforts towards productivity,
identify problem areas and assist in implementing solutions.Must be
effective in handling problems, including anticipating, preventing,
identifying and solving problems as necessary.Must be able to
understand and apply complex information, data, etc. from various
sources to meet appropriate objectives.Must be able to cross-train
in other hotel related areas.Must be able to maintain
confidentiality of information.Must be able to show initiative,
including anticipating guest or operational needs.Perform other
duties as requested by management.
Keywords: Highgate Hotels, Scottsdale , Front Office Supervisor, Other , Scottsdale, Arizona
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