Job Description

Job Description

Job Description

Scope of Position

The Front Office Supervisor is responsible for improving the guests' experience through the management of the Front Desk Agents, Rooms Controllers, and Guest Services departments. He/she also holds accountability for instilling consistency of hotel and brand standards by promoting a resort environment.

Position Requirements

• Professional demeanor appropriate for a AAA 4-Diamond Resort.
• Minimum 1 year of progressive supervisory experience in a hotel.
• Possess outstanding guest service and communication skills.
• Able to handle a multitude of tasks in an ever-changing environment.
• Effective at listening to, understanding, and clarifying the concerns and issues raised by guests and members.

Responsibilities

• Approach all encounters with guests and associates in a professional and personalized manner.
• Maintain the confidentiality of all guests, convention group, pertinent resort data, as well as the security of high-profile guests in accordance with hotel operating standards.
• Maintain consistent and effective flow of communication between the teams on each shift.
• Actively participate in training and continuing education of Front Desk and Guest Services associates.
• Oversee inventory levels pertaining to supplies for the Front Desk and Guest Services departments.
• Actively participate in daily briefings and meetings.
• Handle special arrangements during guest stay; coordinate future visits.
• Assist with reservation requests forwarded to the hotel, supporting the in-house reservations department.
• Actively participate in training and continuing the development of the Front Desk associates.
• Responsible for proper cash handling in accordance with Caribe Royale Orlando policies.
• Establish and maintain effective communication processes with all hotel departments.
• Perform any additional duties as required by management.

Education

• 4-year degree in a Hospitality or related major preferred.

Skills and Abilities

• Able to communicate in the English language; Second language is a plus.
• Willing to work flexible schedules including holidays and weekends.
• Proficient in performing multiple tasks and assigning/delegating tasks to associates.
• Experience using software programs such as Microsoft Office (Word, Excel, and Outlook).
• Previous knowledge of PMS system preferred, including Opera or similar programs.

Physical Requirements

• On a continuous basis, stand at a desk for long periods of time in front of a computer screen.
• Intermittently twist to reach equipment or supplies surrounding desk.
• Use the telephone and computer keyboard daily.
• Must be physically fit to lift, pull, and push items up to 50 pounds.
• Also requires standing/walking/reaching and bending throughout shift.

I acknowledge that I have reviewed the Front Office Supervisor job description. This is a summary of the main responsibilities for this position. Business demands dictate work hours and schedules. Attendance and timeliness are a requirement of this position. Management retains the discretion to add or change the duties of this position at any time, to meet our guests' needs. I understand that I must also adhere to the property service standards, as well as grooming and uniform standards specific to this position, always maintaining a neat and clean appearance. I will also adhere to any OSHA (safety) practices and wear any assigned PPE (personal protective equipment) as needed.

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