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Front Office Supervisor

4 months ago

Port St Lucie, United States Sandpiper Bay Resort Full time

Job Type

Full-time

Description

Job Summary:

The Front Desk Supervisor coordinates the welcome, booking control (rooms assignment) and transfer organization for clients, being multi skilled for any of these missions. He/she works with all departments of the village to answer clients' requests and deliver with the whole Welcome and Service Team a personalized and upscale service.

Key Responsibilities:

CLIENT CONSIDERATION

  • Supervise a quality and personalized welcome and information service for all clients.
  • Control the respect of standards for his/her department and ensure compliance with the sales contract. Alert his/her manager in case of non-compliance.
  • Control the smooth running of arrivals, departures, check-in & check-out, bookings coordination (stays and transport) to ensure the respect of services booked.
  • Coordinate a personalized welcome and accompaniment for all clients, depending on their loyalty status and nationality; and ensure a flawless stay.
  • Coordinate smooth transfers and ensure quality relationships with internal and/or external suppliers.
  • Listen to and analyze client's feedback as well as his/her department's environment to propose improvements.
  • Ensure on the job training and support the welcome and Service team, accompany them regarding problem solving and conflicts with clients.
  • Assist his/her manager in daily tasks, make suggestions to improve daily operations and assist him/her in the management of the department.
ADMINISTRATION
  • Supervise and manage back-office tasks related to village headcounts, department internal control, rooms assignment and transfers coordination.
  • Control the accuracy of village headcounts.
  • Ensure the rooms and transfers optimization for the resort to put under control both costs and Product & Services standards.
  • Produce and communicate information for clients (welcome letters, departures information sheets, diverse communications...)
  • Produce and communicate arrival / departures program for the village, occupancy follow up and commercial forecasts
  • Take part with his/her manager to the respect of budgets and propose actions to reach the objectives set by his/her manager
  • Guarantee that billing and cash collection are made respecting the frame of internal procedures, make sure that accounting information are transmitted as required
  • Control the smooth running of IT automatizations (rooms assignment, headcounts reports, communication documents for clients...)
QUALITY, HYGIENE & SAFETY
  • Know and apply Hygiene & Safety rules as well as all emergency and evacuation procedures, inform clients about them.
  • Alert his/her manager about any difficulty applying hygiene & safety rules and propose corrective actions.
  • Respect the resort's waste management rules (sorting, collection...)
  • Limit electricity and water consumption
MANAGEMENT
  • Welcome and integrate the GO/GE
  • Set personal objectives and support the team or connected people and make their evaluation.
  • Manage and animate in a transversal domain.
  • Apply and respect the HR rules and ask the Technical Manager to validate.
  • Manage by proximity: show, train and apply.
  • Be exemplary towards teams and customers.
  • Perform any other duties as assigned by the hotel management.
Requirements

Experience and Education:
  • At least 1 year of full-time experience in a similar position within a 4-star hotel or resort
  • Previous front desk experience in a supervisory role preferred.
  • Experience working with standard operating procedures and updating where necessary.
  • Be able to demonstrate taking initiative and supervising others.
  • Very experienced in dealing with high volume and fast-paced working environments.
  • Individuals must have flexibility in their approach, the ability to adapt to last-minute changes and be extremely customer focused.
  • An excellent command of the English language
  • Shift work and flexibility is required in this position.
  • High school diploma
Physical Requirements:
  • Ability to stand and perform certain body movements for a period of 5 to 8 hours.
Other Requirements:
  • Must have reliable transportation.
  • Must be available weekends and holidays.
Education and Experience
  • Bachelor's degree in hospitality preferred.
  • 4 years of related work experience
  • Bilingual preferred


Salary Description

$17.50/hr