Front Office Supervisor, Courtyard Montgomeryville

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
Courtyard Montgomeryville
544 Dekalb Pike
North Wales, PA 19454
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

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

Qualifications

• Maintain a warm and friendly demeanor at all times. Supervise all team members in their respective roles at the Front Office.
• Maintain high standards of personal appearance and grooming, which includes wearing the proper uniform and nametag.
• Must be able to multitask and prioritize departmental functions to meet deadlines.
• Computer experience required.
• Must be effective in handling problems, including anticipating, preventing, identifying and solving problems as necessary.
• Must be able to cross-train in other hotel related areas.
• College course work in related field helpful.
• Experience in a hotel or a related field preferred.
• Approach all encounters with guests and employees in an attentive, friendly, courteous and service-oriented manner.
• Maintain regular attendance in compliance with Highgate Hotel Standards, as required by scheduling, which will vary according to the needs of the hotel.
• Must be able to maintain confidentiality of information.
• Maximize efforts towards productivity, identify problem areas and assist in implementing solutions.
• Perform other duties as requested by management.
• Ability to stand during entire shift.
• Attend all hotel required meetings and trainings.
• 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 understand and apply complex information, data, etc. from various sources to meet appropriate objectives.
• Comply with Highgate Hotel Standards and regulations to encourage safe and efficient hotel operations.
• Must be able to show initiative, including anticipating guest or operational needs.
• Customer Services experience preferred.
• High School diploma or equivalent 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.
• Flexible and long hours sometimes required.