Front Office Supervisor - Caribe Royale Orlando Hotel

Scope of Position

The Front Office Supervisor oversees the day-to-day operations of the front desk, always ensuring excellent guest service. In this role, he/she will support Front Office Management by guiding and supervising front desk associates, facilitating smooth and efficient check-in and check-out procedures, and upholding the highest standards of hospitality.

Position Requirements

• Professional demeanor appropriate for a AAA 4-Diamond Resort.
• Minimum 1 year of progressive supervisory experience in a hotel.
• Possess outstanding guest service and communication 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.
• Ability to operate a motor vehicle.

Responsibilities

• Provide exceptional guest service and ensure a positive guest experience from arrival to departure.
• Address and resolve guest concerns or special requests in a professional and timely manner.
• Supervise daily front desk operations including check-in, check-out, and guest inquiries.
• Monitor rooms availability, rooms status, and coordinate with housekeeping for room readiness.
• Ensure accuracy of guest accounts, billing, and payment processing.
• Supervise, coach, and support front desk associates during shifts.
• Assist with training new associates and reinforcing service standards.
• Maintain accurate records and reports including daily arrivals, departures, and occupancy reports.
• Ensure compliance with hotel policies, procedures, and brand standards.
• Assist with inventory and ordering of front office supplies.
• Maintain the confidentiality of all guests, convention group, pertinent resort data, as well as the security of high-profile guests in accordance with hotel operating standards.
• Maintain consistent and effective flow of communication between the teams on each shift.
• Actively participate in training and continuing education of Front Desk and Guest Services associates.
• Actively participate in daily briefings and meetings.
• Handle special arrangements during guest stay; coordinate future visits.
• Responsible for proper cash handling in accordance with Caribe Royale Orlando policies.
• Establish and maintain effective communication processes with all hotel departments.
• Perform any other reasonable duties as required by management.

Education

• 4-year degree in a Hospitality or related major preferred.

Skills and Abilities

• Able to communicate in the English language; Second language is a plus.
• Willing to work flexible schedules including holidays and weekends.
• Proficient in performing multiple tasks and assigning/delegating tasks to associates.
• Experience using software programs such as Microsoft Office (Word, Excel, and Outlook).
• Previous knowledge of PMS system preferred, including Opera or similar programs.

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.