Luxury Hotel Front Desk Supervisor
3 days ago
SLS South Beach is a leading luxury hotel in Miami, and we are looking for a skilled Luxury Hotel Front Desk Supervisor to join our team. In this role, you will be responsible for ensuring that guest and employee satisfaction exceeds expectations while delivering profitable results to owners and investors.
Key Responsibilities:
- Plan, organize, facilitate, attend and/or participate in various hotel and departmental meetings.
- Ensure compliance of brand standards, operating procedures and policies
- Determines the direction, support, training and tools by being a consistent relationship builder to ensure the sense of empowerment necessary to provide win/win decisions for any internal/external customer challenges that may arise
- Directs all activities of the front office and communicates with other departments to ensure complete guest and associate satisfaction
- Participates in Fire Safety and Loss Prevention programs
- Continuously evaluates the performance of Front Office Management and staff taking corrective actions when necessary
- Conducts interviews for all front office positions
- Conducts all necessary coaching and counseling
- Conducts all onboarding and training
- Facilitates the training and development of all employees to SLS standards
- Monitors and reviews guest comments via the Pulse Report to identify areas for improvement and shares with staff to assist in improving guest satisfaction, guest relations and guest loyalty scores and responds directly to guest as necessary
- Monitors availability and occupancy on a daily basis and constantly communicates with revenue manager to resolve any challenging issues
- Track and maintain records of all guest issues and recovery from Tripadvisor/Yelp/ Google/Guest Alerts/Glitch Log/Revinate/ ReviewPro in Nuvola.
- Any other reasonable duties as assigned by the supervisor or manager
- We recognize we are in the hospitality industry and that may require us to provide lateral service. We will on occasion call for each individual in the team to on a routine basis perform various related tasks as needed in the spirit of providing exceptional service
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