SLS Brickell Hotel & Residences/ Front Desk Supervisor

Overview

Provides guidance and leadership as Front Office Supervisor and ensure consistent quality of guest service is provided to all guests in accordance with SBE's standards.

Responsibilities

• Assist the Front Office Manager in ensuring the smooth and efficient overall day-to-day operations of the Front Office.
• Oversee Bell and Door staff in the absence of department head.
• Provide excellent customer service per the standards of the hotel, and assist in situations to ensure customer satisfaction.
• Ensure department adherence to company policies, procedures and standards to ensure that guest expectations are exceeded.
• Assist in providing staff with ongoing coaching, training and development.
• Coordinate hotel emergency procedures within the scope of defined plans.
• Prepare reports, handle special projects and assignments as required.

• Assign and instruct Guest Service Agents, Telephone Operators and Bell Attendants in details of work. Observe performance and encourage improvement. Monitor lobby traffic to make staffing adjustments accordingly.

• Manage front desk operations by completing a checklist of important daily tasks, determining room and rate availability and making decisions that are in the best interest of the resort. Assist Guest Service Agents, Telephone Operators, Bell Attendants and other departments with any questions or requests.

• Resolve guest complaints by conducting thorough research of the situation and the most effective resolution. Authorize revenue allowances to remedy problems only after alternative solutions have been offered.

• Prepare and conduct daily pre-shift meetings, communicate effectively with all staff and provide them with any information necessary to provide guest service in accordance with SBE's standards.

• Monitor performance of staff with performance evaluations and discipline issues. Make recommendations for training related issues when inconsistencies develop at the Front Desk.

• Other duties as assigned by management.

Qualifications

QUALIFICATION STANDARDS

EDUCATION

High school graduate or equivalent required.

College degree preferred.

EXPERIENCE

1-2 years of front office supervisory experience, preferably in a 4 or 4 diamond hotel/resort.

2 years front office agent experience.

Previous experience with scheduling, ordering/managing supply inventory.

Excellent command of the English language is essential, both written and verbal.