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Guest Services Supervisor

2 months ago

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

Position Overview:

The Front Desk Manager plays a pivotal role in overseeing the Front Office operations, ensuring that all guests receive exceptional service in a friendly, efficient, and professional manner. This position is crucial 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.
  • Experience with Marriott systems is essential.
  • Proven supervisory experience is required.
  • Strong communication skills to convey information effectively.
  • Ability to maintain composure under pressure.
  • Skilled in problem-solving and conflict resolution.
  • Competent in financial management and basic arithmetic.

Primary Responsibilities:

  • Address all guest inquiries, concerns, and issues at the Front Desk with attentiveness and professionalism.
  • Lead, mentor, and manage Front Desk staff in accordance with company standards.
  • Ensure adherence to brand training protocols and effective onboarding of new employees.
  • Conduct interviews and oversee the hiring process for Front Desk personnel.
  • Foster a positive work environment and enhance employee training and development.
  • Review staff hours for payroll accuracy and timely submission.
  • Maximize revenue through effective billing practices.
  • Maintain open communication with management and other departments.
  • Collaborate with Accounting on financial discrepancies and follow-up actions.
  • Oversee the reservation process, ensuring high standards of service and upselling techniques.
  • Welcome all guests warmly and in accordance with company protocols.
  • Implement and enforce all company policies and procedures.
  • Coordinate the ongoing application of service excellence standards.
  • Ensure accurate cash handling at the Front Desk.
  • Participate in team meetings and training sessions as required.
  • Manage the logging and delivery of messages and packages efficiently.
  • Stay informed about current rates, packages, and promotions.
  • Uphold hotel credit policies and maintain key control systems.
  • Focus on enhancing guest service scores through effective team management.
  • Monitor special requests and VIP guests to ensure satisfaction.
  • Assist in developing and maintaining emergency procedures for the Front Desk team.
  • Maintain an organized filing system for all operational documentation.
  • Conduct team meetings in line with company standards.
  • Perform additional duties as assigned.

Property Overview:

The Sheraton Orlando North is situated in a prime corporate area, offering a range of amenities including on-site dining and comfortable, non-smoking accommodations. Guests can enjoy various facilities such as 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 multiple countries. Our commitment to exceptional service and results-driven culture inspires our associates to excel in their roles.

Benefits:

  • Competitive benefits package available after an initial waiting period.
  • Daily Pay options available.
  • Comprehensive medical, dental, and vision coverage.
  • Short-term and long-term disability income protection.
  • Life insurance and AD&D coverage.
  • Generous paid time off policy.
  • Employee assistance programs.
  • 401k retirement savings plan.