Luxury Hotel Front Desk Supervisor

6 days ago


Miami, Florida, United States TB ISLE RESORT LP Full time
Job Summary

We are seeking a highly skilled Luxury Hotel Front Desk Supervisor to join our team at JW Marriott Turnberry Miami Resort & Spa in Aventura, FL. This is a fantastic opportunity for a motivated and experienced professional to take on a challenging role with a luxury hotel brand.

About the Role

The At Your Service Supervisor will be responsible for supervising and training the agents who provide exceptional guest service by eliminating the call-around process for any guests' reservations, requirements, complaints or comments before, during and after a guest stay. He/she will have a complete understanding of AYS and Front Office staff's roles and duties and be able to perform duties at any given time.

Responsibilities

• Supervise, train and coach At Your Service agents to deliver exceptional guest service
• Approach all encounters with guests and employees in a professional and personalized manner
• Knowledge of hotel emergency procedures
• Possess superior phone etiquette, manners, record keeping and follow-up skills
• Ensure that all guest issues and complaints receive prompt action and follow-up in accordance with resort standards
• Offer to handle special arrangements during guest stay; coordinate future visits
• Build rapport with VIPs, distinguished visitors; make welfare calls, encourage feedback throughout their stay
• Liaison with key departments to ensure optimal performance
• Complete projects in a timely manner as required by Front Office Management
• Develop strong team spirit among co-workers and related departments
• Maintain confidentiality of all guest information and pertinent hotel data

Requirements

• High school diploma: 2-year college degree preferred
• Minimum 1-2 years of luxury hotel experience required or equivalent
• Possess outstanding guest services skills, professional presentation, and communication skills
• Ability to communicate in the English language. Second language is a plus
• Strong problem-solving and analytical abilities
• Ability to meet deadlines and work under pressure
• Experience using computers and software programs such as Microsoft Office (Word, Excel, and Outlook)
• Ability to work flexible schedules including holidays and weekends and able to perform multiple tasks

Salary Information

We offer a competitive salary range of $60,000 - $80,000 per annum, depending on experience.

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