Guest Services Supervisor

2 weeks ago

Maitland, Florida, United States Sheraton Orlando North Hotel Full time

Position Overview:

The Front Desk Manager plays a crucial role in overseeing the Front Office operations, ensuring that all guests receive attentive, friendly, and efficient service throughout their stay. This position is essential for maximizing room revenue and occupancy while maintaining high standards of guest satisfaction.

Key Qualifications:

  • Minimum of 2 years of progressive experience in hotel management.
  • Prior experience with Marriott properties is essential.
  • Proven supervisory skills are required.
  • Excellent communication skills to convey information effectively.
  • Ability to maintain composure and professionalism under pressure.
  • Strong problem-solving skills, with the ability to anticipate and address issues proactively.
  • Competence in understanding financial data and performing basic arithmetic tasks.

Core Responsibilities:

  • Address all guest inquiries, concerns, and incidents at the Front Desk or through Reservations with courtesy and efficiency, ensuring follow-up for guest satisfaction.
  • Lead, motivate, and guide Front Desk staff in accordance with company standards.
  • Ensure adherence to brand training protocols and effective training methodologies.
  • Conduct interviews and manage the hiring process for Front Desk personnel.
  • Foster a positive work environment and ensure comprehensive training for all Front Desk staff.
  • Review and submit staff hours for payroll processing in a timely manner.
  • Maximize no-show revenue through accurate billing practices.
  • Maintain professional relationships and open communication with all departments and staff.
  • Collaborate with the Accounting department on financial discrepancies and follow-up items.
  • Oversee the reservation process, ensuring compliance with customer service and upselling techniques.
  • Welcome all guests at the Front Desk, adhering to company service standards.
  • Implement and enforce all company policies and house rules.
  • Coordinate the ongoing implementation of the company’s service philosophy.
  • Ensure accurate cash handling procedures are followed at the Front Desk.
  • Participate in all-staff meetings and other management-required functions.
  • Conduct weekly staff meetings and provide training on a rotational basis.
  • Gather necessary information when processing room reservations.
  • Ensure timely and professional delivery of messages, packages, and mail.
  • Stay informed about current rates, packages, and promotions.
  • Enforce all hotel credit policies effectively.
  • Establish and maintain a key control system.
  • Focus on enhancing guest service scores through Front Desk operations.
  • Monitor and manage VIP guests and special requests.
  • Assist in implementing emergency procedures for Front Desk staff.
  • Familiarize with corporate programs such as airline mileage and VIP programs.
  • Maintain an organized filing system for documentation related to purchases, schedules, and reports.
  • Conduct meetings as required by management, following company standards.
  • Perform additional duties as assigned.

About the Property:

The Sheraton Orlando North is situated in a prime corporate community, offering a range of amenities including on-site dining and smoke-free accommodations. Guests can enjoy a variety of facilities, including a fitness center, outdoor pool, and business services.

Company Overview:

Aimbridge Hospitality is a leading third-party hotel management company with a diverse portfolio of over 1,550 hotels across various brands and countries. Our associates are dedicated to delivering exceptional guest experiences and achieving outstanding results in a supportive and inspiring environment.

Benefits:

Eligible full-time employees can enjoy a competitive benefits package that includes:

  • Daily Pay options available.
  • Comprehensive Medical, Dental, and Vision Coverage.
  • Short-Term and Long-Term Disability Income.
  • Life Insurance and AD&D coverage.
  • Paid Time Off.
  • Employee Assistance Programs.
  • 401k Retirement Plan.

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