Front Office Supervisor

Highgate Hotels, LP; Atlanta (GA); On-site; USD 80,000 - 100,000; Full time

Job summary

An established industry player in hospitality is seeking a Front Office Supervisor to join their dynamic team in Atlanta. This role is pivotal in ensuring guests receive attentive, courteous, and efficient service from check-in to checkout. The ideal candidate will possess strong customer service skills and be able to multitask effectively in a fast-paced environment. With a focus on maximizing room revenue and occupancy, this position offers a unique opportunity to contribute to a renowned hotel that values innovation and excellence in service. If you're passionate about hospitality and enjoy working with people, this is the perfect role for you.

Qualifications

• Experience in a hotel or related field preferred.
• Must be able to effectively communicate with all levels of employees and guests.

Responsibilities

• Greet and welcome all guests at the Front Desk.
• Handle check-ins and checkouts in a friendly and efficient manner.
• Maintain proper operation of the PBX console.

Skills

Customer Service

Communication Skills

Multitasking

Problem Solving

Education

High School Diploma

College Coursework in Related Field

Tools

Front Desk Computer System

Job description

Front Office Supervisor

Requisition ID

2024-58163

Category

Front Office Operations

Job Location

US-GA-Atlanta

Property

Candler Hotel Atlanta, Curio Collection by Hilton

Compensation Type

Hourly

Highgate Hotels

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.

Location

Perfectly situated on famous Peachtree Street in downtown Atlanta, The Candler Hotel, a member of Curio Collection by Hilton, opens today within the historic Candler Building. The boutique-style hotel is a 17-story high-rise originally built in 1906 by Coca-Cola magnate Asa Griggs Candler as Atlanta's first steel skyscraper and is recognized on the National Register of Historic Places.

After completing an expansive transformation led by award-winning interior designer Nicole Hollis, the building has been re-imagined as a luxurious, one-of-a-kind hospitality destination. Many of the building's original Beaux-Arts architectural details have been preserved including their marbleized lobby and Tiffany windows. The hotel features 265 graciously appointed guestrooms and suites, a library, a gym outfitted by Peloton, and 6,000-sq. ft. of event space. Additionally, the hotel's historic bank has been transformed into its signature restaurant and bar By George by local celebrity chef Hugh Acheson, a two-time James Beard Foundation Award winner and former contestant on Bravo's Top Chef Masters.

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

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.

Qualifications

• 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.