Esme Hotel Front Office Supervisor

2 weeks ago


Miami Beach, United States Think Hospitality Full time

The Front Office / Guest Service Supervisor is responsible for overseeing the operation of the front desk and providing attentive, courteous and efficient service to all guests during check-in and checkout and throughout their stay, in the hotel's continuing effort to deliver outstanding guest service and financial profitability.

DUTIES & FUNCTIONS

  • Greet, check-in and checkout guests approaching the Front Desk in a friendly, efficient and courteous manner and in accordance with company, hotel and brand standards.
  • As needed, assist with scheduling, hiring and training front desk employees.
  • Monitors, coaches, and evaluates guest service representatives and night auditors.
  • Answer guest inquiries about hotel services, facilities, restaurants, transportation, entertainment and hours of operation in a timely manner.
  • Obtain all necessary information when taking room reservations and follow the rate-quoting scenario.
  • Follow all cash handling and credit policies.
  • Fully comprehend and be able to operate all relevant aspects of the Front Desk computer system.
  • Balance and prepare individual paperwork for closing of shift according to hotel standards.
  • Be aware of all rates, packages, special promotions and closed out/restricted dates as listed.
  • Be familiar with all in-house groups.
  • Have knowledge of emergency procedures and assist when needed.
  • Fill in and support coworkers and team as needed to ensure efficient operation.
  • Perform duties, special assignments and projects as requested by management.
  • Ability to communicate in English & Spanish preferred.
EDUCATION & EXPERIENCE
  • High School diploma/GED or equivalent education/experience required.
  • Experience in a hotel or a related field preferred.
  • 2+ years of front desk experience required.
  • Computer experience with basic proficiency in Microsoft office and hotel property management systems required


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