Guest Services Supv

Overview

Supervises guest services, ensures efficient check‑in/out, revenue, and team performance.

Key Responsibilities

• room reservations
• rate quoting
• room reports
• revenue merchandising
• pbx console
• key control

Tasks

-Obtain all necessary information when taking room reservations and follow the rate-quoting scenario. Monitor all VIP and special guest requests. -Follow and enforce all Highgate Hotel hotel credit policies. -Run room status reports in a timely manner and relay necessary information to affected departments and individuals. -Be aware of all rates, packages, and promotions currently underway as listed in the Red Book. -Help maintain productivity levels at or above budgeted standards. -Be able to complete and ensure that a proper bucket check, room rate verification report, and housekeeping report have been accurately done and filed. -Answer all guest inquiries in a timely and professional nature. -Maximize efforts towards productivity, identify problem areas and assist in implementing solutions. -Maintain a warm and friendly demeanor at all times. -Maintain high standards of personal appearance and grooming, which includes wearing the proper uniform and nametag. -Review Front Office log and Trace File daily. -Assist in training and cross training of new hires and current employees on a regular basis. -Ensure the maximization of room revenue through Rooms Merchandising. -Responsible for issued house bank. -Be involved in departmental meeting, planning and execution. -Maintain proper operation of the P.B.X. console and ensure that all standards are met, if applicable. -Ensure logging and delivery of all messages, packages, and mail in a timely and professional manner. -Assist the G.S.M. in ensuring that employees are following and maintaining standards (i.e., answering phones, callbacks to guests, guest request log). -Comply with Highgate Hotel Standards and regulations to encourage safe and efficient hotel operations. -Approach all encounters with guests and employees in an attentive, friendly, courteous and service-oriented manner. -Establish and maintain good communications and teamwork with fellow employees and other departments within the hotel. -Attend all hotel required meetings and trainings. -Monitor key control to maintain hotel security. -Oversee and ensure that all guests are checked in/out in a friendly, efficient and courteous manner. -Be able to perform, complete and ensure that all tasks and duties on the shift checklist are completed in a timely and efficient manner. -Maintain regular attendance in compliance with Highgate Hotel Standards, as required by scheduling, which will vary according to the needs of the hotel. -Be aware of all closed out and restricted dates.

Requirements

• front desk
• communication
• problem solving
• driver's license
• 2‑3 years
• high school

What You Bring

-Be familiar with all in-house groups. -Be able to perform all duties of Guest Services Agent. -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 in handling problems, including anticipating, preventing, identifying and solving problems as necessary. -Fully comprehend and operate all relevant aspects of the Front Desk computer system. -Previous supervisory responsibility preferred. -Must have a valid driver's license for the applicable state. -Must be able to multitask and prioritize departmental functions to meet deadlines. -Have knowledge of and assist in all emergency procedures as 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. -Must be effective at listening to, understanding, and clarifying concerns raised by employees and guests. -At least 2 to 3 years of progressive experience in a hotel or a related field required. -College course work in related field helpful. -High School diploma or equivalent required.

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Benefits

-Flexible and long hours sometimes required.

About Highgate

-Specializes in identifying and unlocking value across the hospitality and real estate sectors. -Has a strong presence in major markets worldwide, with a diverse portfolio spanning luxury, boutique, and extended-stay properties. -Expertise includes hotel operations, development, asset management, and investment strategies. -Approach focuses on strategic acquisitions, partnerships, and repositioning of underperforming assets. -Notable projects include the management of high-end hotels in prime locations, ranging from urban centers to resort destinations. -Known for innovative strategies and the ability to transform and enhance real estate properties. -Continuously leverages market insights and technology to stay at the forefront of the hospitality and real estate industries.

Sector Specialisms