Hotel Front Desk Supervisor

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
This 109-room boutique property boasts stunning ocean views and direct access to one of California's most beautiful beaches. For guests looking to host events with a Bohemian vibe, the Pacific Edge offers five individually branded bungalows all steps from the beach. The hotel is also home to one of the only open-air, beachside restaurants in Laguna Beach.
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

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

Qualifications

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

For California Applicants Only
Highgate Hotels, L.P. is an Equal Opportunity Employer and maintains the policy of recruiting and retaining the best-qualified personnel who demonstrate the ability to perform competently and work well with others. It is the policy of Highgate Hotels to provide equal employment opportunity regardless of race (including traits historically or culturally associated with race, such as hair texture and protective hairstyles), religion (including religious dress and religious grooming), color, age (40 and over), genetic information, disability (mental and physical), medical condition (as defined under state law), national origin (including language use restrictions and possession of a driver’s license issued under section 12801.9 of the California Vehicle Code), ancestry, sex (including gender, gender identity, gender expression), sexual orientation, marital status, familial status, parental status, domestic partner status, citizenship status, pregnancy (including perceived pregnancy, childbirth, lactation, or pregnancy-related conditions), military caregiver status, military status, veteran status, or any other status protected by federal, state, or local law. This policy of nondiscrimination is applied to all aspects of the employment relationship. The Company complies with the Americans with Disabilities Act (ADA) and applicable state and local laws in ensuring equal opportunity and employment for qualified persons with disabilities. We also consider qualified applicants with criminal histories, consistent with legal requirements.