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Guest Services Supervisor
2 months ago
Position Overview:
Role: Front Desk Manager
Oversee front desk functions to guarantee that personnel adhere to company operational benchmarks while delivering exceptional guest service.
Career Advancement Opportunities:
Front Office Manager, Rooms Division Manager, 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 company values.
- Supervise all front office activities in the absence of the Assistant General Manager.
- Actively engage at the front desk, which includes guest check-ins/outs, bill preparation, and addressing guest inquiries.
- Address guest complaints and issues by conducting thorough investigations and identifying effective resolutions.
- Respond to brand Guest Alerts for resolution as necessary.
- Monitor guest satisfaction metrics and strive to enhance departmental and overall guest satisfaction.
- 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 oversight of front office financial operations and ensure adherence to accounting controls and procedures.
- Contribute to the development, implementation, and monitoring of departmental budgets and forecasts on a daily, weekly, monthly, and annual basis.
- Review guest correspondence and incident reports; direct staff based on the information received.
- Stay updated on brand correspondence regarding procedural and standard updates and ensure staff communication.
- Ensure front office supplies and merchandise for the gift shop or market are adequately stocked and inventory is maintained.
- Collaborate with the Sales office to ensure group resumes and rooming lists are accurately entered and maintained.
- Monitor guest room occupancy to optimize usage and minimize overbooking.
- Adhere to sustainability practices in line with the company's environmental initiatives.
- Practice safe work habits, utilize protective safety equipment, and comply with safety standards.
- Perform additional duties as assigned by management.
Qualifications:
- Preferred: Associate's or Bachelor's degree.
- 1 to 3 years of experience 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, lifting up to 25 pounds, bending, reaching, and other physical activities.
Core Values:
People Are Our Strength, Commitment to Excellence, Agility in Action, Ownership of Responsibilities.
About Us:
Sheraton Miami Airport Hotel is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
