Front Desk Supervisor & Guest Services Lead

Highgate; San Francisco (CA); Hybrid; USD 34,000 - 55,000; Full time

Job summary

Highgate Hotels in San Francisco is seeking an Assistant Front Office Manager to support the Front Office Manager in daily operations and guest relations at the Front Desk.

The role emphasizes responding to guest requests, maintaining SOPs, training staff, and coordinating with housekeeping. Strong supervisory experience, Windows proficiency, and Opera Cloud skills are essential for success in this position.

Qualifications

• At least 5 years of progressive experience in a hotel or related field; or a 2-year college degree and a minimum of 3 years of progressive experience in a related field; or a 4-year degree and a minimum of 1 year of progressive experience in a related field.
• Previous supervisory responsibilities
• Must be proficient in Windows, Company approved spreadsheets and word processing.
• Opera cloud experiencenecessary
• Long hours sometimes required
• Must be able to stand during entire shift
• Must be able to multitask and prioritize departmental functions to meet deadlines.

Responsibilities

• Establish and maintain attentive, friendly, courteous and efficient hospitality at the Front Desk.
• Respond to all guests’ requests, problems, complaints and/or accidents presented at the Front Desk or through Reservations, in an attentive, courteous and efficient manner.
• Assist with development of employee morale and ensure training of Guest Services personnel.
• Maintain a professional working relationship and promote open lines of communication with managers, employees and other departments.
• Operate all aspects of the Front Office computer system, including software maintenance, report generation and analysis, and simple programming.
• Monitor proper operation of the P.B.X. console and ensure that employees maintain Highgate Hotel S.O.P.'s in its use.
• Greet and welcome all guests approaching the Front Desk in accordance with Highgate Hotel S.O.P.'s.
• Ensure implementation of all Highgate Hotel policies and house rules. Understand hospitality terms.
• Assist with check-ins and checkouts; confirm that all SOP’s are being followed properly.
• Train new employees, help to develop and implement training programs.
• Maintain log of rooms in “out of order” status.
• Perform Night Audit functions. Able to review all Night Audit related functions and able to produce Night Audit reports.
• Authorize and sign adjustments and paid outs over the limit.
• Oversee discrepancy report and monitor follow-through.
• Work closely with housekeeping regarding daily room status.
• Oversee Bell staff in the absence of a Supervisor if applicable.
• Operate radios efficiently and professionally in communicating with hotel staff. Ensure the proper use of radio etiquette within the department.
• Ensure correct and accurate cash handling at the Front Desk.
• Ensure logging and delivery of all messages, packages, and mail in a timely and professional manner.
• Be aware of all rates, packages and promotions currently underway.
• Follow and enforce all Highgate Hotel credit policies.
• Ensure that employees are, at all times, attentive, friendly, helpful and courteous to all guests, managers and other employees.
• Ensure participation within department for monthly Highgate Hotel Enrichment Committee.
• Ensure team understands and remains focused on their role in contributing to the Guest Service and audit scores.
• Assist with sign off of all Service Standards by Position for Guest Services staff.
• Monitor all V.I.P.'s, special guests and requests.
• Review Front Office lo book and Guest Request log on a daily basis.
• Monitor energy management, PBX, Pay-TV consoles to ensure proper functioning of equipment.
• Block rooms for special groups.
• Participate in Room Inspection programs.

Skills

Supervisory experience

Windows proficiency

Communication skills

Multitasking

Education

2-year college degree

4-year degree

Tools

Opera Cloud

Job description

Highgate Hotels in San Francisco is seeking an Assistant Front Office Manager to support the Front Office Manager in daily operations and guest relations at the Front Desk.

The role emphasizes responding to guest requests, maintaining SOPs, training staff, and coordinating with housekeeping. Strong supervisory experience, Windows proficiency, and Opera Cloud skills are essential for success in this position.