Guest Services Supervisor

2 weeks ago


Miami, United States Sheraton Miami Airport Hotel Full time

Position Overview:

Role: Front Desk Manager

Oversee front desk functions to guarantee that personnel adhere to company operational standards while delivering exceptional guest service.

Career Advancement Opportunities:

Potential pathways include Front Office Manager, Rooms Division Manager, and Assistant General Manager.

Key Responsibilities:

  • Recruit, select, train, schedule, mentor, and support team members, ensuring compliance with established brand or hotel standards and alignment with core values.
  • Supervise all front office activities in the absence of the Assistant General Manager.
  • Actively engage at the front desk, including guest check-ins/outs, bill preparation, and addressing guest inquiries.
  • Address guest complaints and issues through thorough investigation and effective resolution strategies.
  • Respond to brand Guest Alerts for issue resolution as necessary.
  • Monitor guest satisfaction scores and strive to enhance departmental and overall guest contentment.
  • Participate in lobby ambassador initiatives and other guest interaction activities to foster relationships that encourage repeat visits.
  • Assist with hotel food and beverage operations as required.
  • Support the monitoring of front office financial activities and ensure adherence to accounting protocols and procedures.
  • Contribute to the development, execution, and oversight of departmental budgets and forecasts on a daily, weekly, monthly, and annual basis.
  • Review guest correspondence and incident reports; guide staff based on gathered information.
  • Stay updated on brand correspondence regarding procedural and standard updates, ensuring effective communication with the team.
  • Ensure front office supplies and merchandise for the gift shop or market are adequately stocked and inventory is managed.
  • Collaborate with the Sales office to ensure group resumes and rooming lists are accurately maintained.
  • Monitor guest room occupancy to optimize usage and minimize overbooking.
  • Adhere to sustainability practices in line with the EarthView program.
  • Practice safe work habits, utilize protective safety equipment, and comply with MSDS and OSHA standards.
  • Perform additional duties as assigned by management.

Qualifications:

  • Preferred: Associate's or Bachelor's degree.
  • Experience: 1 to 3 years in hospitality, particularly in front desk operations.

Work Environment:

  • Work schedule may vary, including holidays, weekends, and alternate shifts.
  • Physical requirements include standing for extended periods, walking, pushing, lifting up to 25 pounds, bending, reaching, stooping, kneeling, or crouching.

Core Values:

We believe in valuing our people, striving for excellence, maintaining agility, and taking ownership.

About Us:

Sheraton Miami Airport Hotel is committed to being an equal-opportunity employer, ensuring a workplace free from discrimination based on race, color, gender, gender identity, sexual orientation, marital status, pregnancy, national origin, ancestry, age, religion, disability, veteran status, genetic information, citizenship status, or any other legally protected category.



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