Front Desk Supervisor

AC Miami Wynwood • Miami, FL

8d

About The Position

The Front Desk Supervisor oversees front desk operations in accordance with established guest service, quality, and sustainability standards. The role supports and develops associates, addresses guest concerns, promotes guest satisfaction and repeat stays, and oversees front office operations when the Front Office Manager or Assistant General Manager is absent. Duties also include reservations, guest registration and checkout, payment processing, bookkeeping, and maintaining public areas. The position follows HHM’s EarthView sustainability guidelines and safe-work practices.

Requirements

• 1 to 3 years of related experience.

Nice To Haves

• Associate’s or Bachelor’s degree preferred.

Responsibilities

• Interview, select, train, schedule, coach, and support associates to ensure they meet brand or hotel standards and HHM core values.
• Research and resolve guest complaints and concerns by determining effective solutions.
• Monitor guest satisfaction scores and work to increase departmental and overall guest satisfaction.
• Participate in lobby ambassador and other guest-interaction activities to build relationships and encourage repeat stays.
• Oversee front office operations in the absence of the Front Office Manager or Assistant General Manager.
• Perform bookkeeping activities, including balancing accounts and conducting audits.
• Make and confirm reservations.
• Promote company and brand-specific marketing programs.
• Greet arriving guests, register them, and assign hotel rooms.
• Provide welcome folders containing room keys, certificates, coupons, and refreshment center keys as appropriate.
• Compute bills, collect payments, handle cash, and make change.
• Close out guest accounts at checkout and, when guests are dissatisfied, negotiate a compromise that may include authorizing revenue allowances.
• Create specific, measurable, achievable, realistic, and timely action plans to remedy guest service deficiencies.
• Ensure the hotel entrance, reception, and other public areas are maintained for cleanliness and appearance.
• Follow sustainability guidelines and practices related to HHM’s EarthView program.
• Practice safe work habits, wear protective safety equipment, and follow MSDS and OSHA standards.
• Perform other duties as requested by management.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed