Front Office Supervisor

Highgate; Manchester; On-site; GBP 60,000 - 80,000; Full time

Job summary

A leading hospitality management company is seeking a Front Office Supervisor to provide exceptional service to guests during their stay. Responsibilities include managing check-ins, addressing guest inquiries, and maintaining hotel standards. The ideal candidate should possess strong communication skills, customer service experience, and the ability to multitask effectively in a fast-paced environment.

Qualifications

• Experience in a hotel or related field preferred.
• Ability to stand during entire shift.
• Maintain high standards of personal appearance.

Responsibilities

• Greet and welcome all guests at the Front Desk.
• Handle check-ins and checkouts efficiently.
• Answer guest inquiries about hotel services.

Skills

Customer service

Communication

Multitasking

Problem-solving

Education

High School diploma

College coursework in a related field

Tools

Front Desk computer system

Job description

Compensation Type

Hourly

Highgate Hotels

Highgate is a premier real estate investment and hospitality management company widely recognized as an innovator in the industry. Highgate is the dominant player in U.S. gateway markets including New York, Boston, Miami, San Francisco and Honolulu, with a rapidly expanding presence in Europe, Latin America, and the Caribbean. Highgate’s portfolio of global properties represents an aggregate asset value exceeding $20B and generates over $5B in cumulative revenues. The company provides expert guidance through all stages of the hospitality property cycle, from planning and development through recapitalization or disposition. Highgate also has the creativity and bandwidth to develop bespoke hotel brands and utilizes industry-leading proprietary revenue management tools that identify and predict evolving market dynamics to drive out performance and maximize asset value. With an executive team consisting of some of the industry’s most experienced hotel management leaders, the company is a trusted partner for top ownership groups and major hotel brands. Highgate maintains corporate offices in London, New York, Dallas, and Seattle.

Location

Courtyard Manchester

700 Huse Rd
Manchester, NH 03103

Overview

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

1. Greet and welcome all guests approaching the Front Desk in accordance with Highgate Hotel standards.
2. Maintain proper operation of the PBX console and ensure that all hotel standards are met (if applicable).
3. Answer guest inquiries about hotel services, facilities and hours of operation in a timely manner.
4. Ensure logging and delivery of packages, mail and messages to guests and meeting rooms.
5. Review Front Office log and Trace File daily.
6. Answer inquiries from guests regarding restaurants, transportation, entertainment, etc.
7. Follow all cash handling and credit policies.
8. Be aware of all rates, packages and special promotions as listed in the Red Book.
9. Be familiar with all in-house groups.
10. Be aware of closed out and restricted dates.
11. Obtain all necessary information when taking room reservations and follow the rate-quoting scenario.
12. Be familiar with hospitality terminology.
13. Have knowledge of emergency procedures and assist as needed.
14. 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.
15. Fully comprehend and be able to operate all relevant aspects of the Front Desk computer system.
16. Be able to perform and complete all tasks and duties on the shift checklist in a timely and efficient manner.
17. Be able to complete a bucket check, room rate verification report, and housekeeping report.
18. Balance and prepare individual paperwork for closing of shift according to hotel standards.
19. Maintain and market promotions and guest programs.
20. Maintain a clean work area.
21. Assist guests with safe deposit boxes.
22. 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.