Front Desk Supervisor

Job Details

Job Location
JW Marriott Turnberry Miami Resort & Spa - Aventura, FL

Job Category
Hospitality - Hotel

Description

Scope of the Position

The Front Desk Supervisor is responsible for assisting Front Office Management to supervise the Front Desk staff to ensure excellent guest service while providing attentive courteous and efficient service to all guests prior to arrival and throughout their stay while using brand or property specific processes. He/she is also responsible for maximizing room revenue and occupancy.

Position Requirements

• Professional demeanor appropriate for a luxury environment.

• Progressive experience in a hotel or a related field required.

• Previous supervisory experience in a hotel/resort preferred.

• Outstanding guest service skills.

• Able to handle a multitude of tasks in an ever-changing environment.

• Effective at listening to, understanding, and clarifying the concerns and issues raised by guests and members.

Responsibilities

• Approach all encounters with guests, members, and Associates in a professional and personalized manner.

• Supervise other front desk associates to ensure property coverage and prompt guest service addressing their needs in a professional, positive, and timely manner.

• Process all guest check-ins by confirming reservations, verifying guest identity, requesting form of payment, assigning room, and activating and issuing room key.

• Process all payment types such as room charges, cash, checks, and credit/debit cards.

• Contact appropriate individual or department (e.g., Bell person, Housekeeping) as necessary to resolve guest call, request, or problem.

• Be able to perform all duties of Front Desk Agent.

• Anticipate and address guests' service needs.

• Be familiar with all in-house groups.

• Assist with reservation requests forwarded to the hotel, supporting the in-house reservations department.

• Maintain consistent and effective flow of communication between shifts.

• Actively participate in training and continuing education of Front Desk Associates.

• Actively participate in daily briefings and meetings.

• Build rapport with VIPs, Marriott Bonvoy members and distinguished visitors.

• Handle special arrangements during guest stay; coordinate future visits.

• Responsible for proper cash handling in accordance with JW Marriott Turnberry Miami Resort & Spa policies.

• Maintain the confidentiality of all guest and member information and pertinent resort data, as well as the security of high-profile guests or members in accordance with resort standards.

• Establish and maintain effective communication processes with all hotel departments.

• Perform any additional duties as required by management.

Education

• High school diploma or GED or degree in Hospitality related major.

Skills and Abilities

• Able to communicate in the English language. Second language is a plus.

• Able to work flexible schedules including holidays and weekends and able to perform multiple tasks.

• Experience using software programs such as Microsoft Office (Word, Excel, and Outlook).

Physical Requirements

• On a continuous basis, stand at a desk for long periods of time in front of a computer screen.

• Intermittently twist to reach equipment or supplies surrounding desk.

• Use the telephone and computer keyboard daily.

• Must be physically fit to lift, pull, and push items up to 50 pounds.

• Also requires standing/walking/reaching and bending throughout shift.