Cloister Guest Relations Supervisor

Summary

The Front Office Supervisor is responsible for supervising front desk operations and motivating the team in a Forbes Five Star Service environment. They will be the key liaison between the resort and our guests and will ensure a memorable arrival and a fond farewell. The front office Supervisor is responsible for leading and guiding the front desk team, executing delivery of amenities, curating guest experiences and proactively teaching other how to curate guest experiences to exceeding guest expectations.

Essential Functions

1. As Front Office Supervisor, you will oversee the hotel operations for your shift to ensure guest service standards are met and that hotel assets are secured and protected.
2. Review arrivals, preferences, coordinate special touches and preferences with appropriate departments, look at next day early arrivals and departures to plan for the next day's activities.
3. Take action in all matters related to the safety, security, satisfaction and wellbeing of hotel guests and employees without requiring special direction.
4. Ensure communications and follow-up with next shift on any issues, guest requests or special requirements.
5. Oversee the front desk and night audit functions in accordance with established procedures; ensure guests receive prompt, professional attention and are greeted upon arrival, and that the audit function and reports are completed on time.
6. Ensures the front office has the proper information and equipment to complete department functions. Prioritizes and organizes all projects that pertain to improving the front office functions.
7. Responsible for maintaining proper organization of the front desk, Front Door and Bell Desk. Communicates effectively both verbally and in writing to provide clear direction to staff. Assigns and instructs guest service and front desk agents in the details of work. Observes performance and encourages improvement.
8. Uses creative supervisory skills to solve problems. Ensures compliance with The Boca Raton standards to ensure consistent high quality guest relations.
9. Supervise desk through times of stress and emergencies, resolves guest concerns, and implements resolutions by using discretion and judgement.
10. Handles guest relocations as required.
11. Assists other guest services areas with daily operations and supervision, perform property walks ensuring all operations are withing Forbes 5 Star Standards and working with other department leaders to maintain Forbes 5 star service standards.
12. Perform MOD shift, resolving all guests’ complaints in a prompt and professional manner.
13. Oversee The Front Desk Night Audit functions when needed.

Knowledge, Skills and Abilities:

1. Ability to read, write, speak and understand the English language to communicate effectively with guests and employees.
2. Ability to access and accurately input information using a moderately complex computer system, including property management systems.
3. Knowledge in Microsoft Office, Word and Excel.
4. Strong commands of Opera, ALICE, knowcross, kipsu.
5. Ability to understand guest needs and expectations and deliver superior customer services with a little input from others.
6. Able to perform job with attention to details and the ability to organize and handle multiple tasks effectively.
7. Effective verbal and written communication skills in English
8. Ability to be fully available and flexible in availability to accommodate hotel occupancy and business demand.
9. Trainer skills and ability to mentor and develop team members.

Personality

1. Mature, outgoing, charming
2. Creative, enthusiastic, innovative
3. Extrovert, sociable, passionate
4. Professional

Education/Experience Requirements:

1. Minimum 1 year of experience working in a 5-star hotel environment.
2. A minimum of 1 years of Front Office supervisory experience
3. Bachelors in Hospitality or Hotel Management preferred

Physical Requirements

Frequency Key:

Rare - up to 1 hour, Occasional - 1-3 hours, Frequent - 3-6 hours, Constant - 6-8 hours

Physical Activity Frequency

Sitting Frequent

Walking Frequent

Climbing stairs Frequent

Standing Constant

Crouching/Bending/Stooping Frequent

Reaching Frequent

Grasping Constant

Pushing/Pulling Frequent

Near Vision Constant

Far Vision Constant

Hearing Constant

Talking Constant

Smell Occasional

Taste Never

Lifting/carrying (#50 lbs.) Occasional

Travel Rare

Standing, bending, stooping, and lifting weights up to and including 50 lbs. may be required.

In the United States we are proud to be an EEO/AA employer M/F/D/V. We maintain a drug-free workplace and perform pre-employment substance abuse testing.