Front Desk Supervisor

Nautilus Sonesta Miami Beach , FL • Miami Beach, FL

6d

About The Position

The Front Desk Supervisor (FDS) delivers results that contribute to the hotel’s mission and overall success by meeting front desk performance objectives. The FDS is the lead Front Desk support for the Operations Manager, with a primary focus on training, supervising, and scheduling the front desk team. The role also assists the Operations Manager with Front Office accounting and human resources functions, serves as the lead contact for Front Desk technology systems and in-house guest marketing initiatives, and represents the hotel to guests in the absence of the General Manager and Operations Manager. The supervisor also works as a Guest Service Agent.

The position oversees front desk and reservation operations, guest service, staff training, cash and transaction security, and reservation strategy. The role uses Opera and Synxis systems to support occupancy and rate adjustments according to market conditions, and coordinates with other shifts and departments to promote teamwork and quality service. The position requires a high school diploma or equivalent, two years of prior hotel experience, proficiency with Microsoft Office and Opera, and a valid driver’s license. A ServSafe certification is required, and TIPS certification may also be required. The work involves frequent movement and handling or lifting items up to 50 pounds, and includes morning, evening, weekend, and holiday shifts. The anticipated pay is $25.00 per hour.

Requirements

• High school diploma or equivalent.
• Two years of previous hotel experience.
• Ability to speak, read, and write fluent English.
• Professional verbal and written communication skills.
• Experience with Microsoft Office and Opera systems.
• Valid driver’s license.
• Must obtain ServSafe certification.
• May be required to obtain TIPS certification.
• Ability to frequently stand, bend, climb, kneel, and move about the facility.
• Ability to carry, lift, or pull items weighing up to 50 pounds.
• Ability to frequently handle objects and equipment.
• Availability to work mornings, evenings, weekends, and holidays.

Nice To Haves

• Previous experience in the extended-stay industry.
• Knowledge of additional languages.
• Mathematical skills including basic math, budgeting, profit/loss concepts, percentages, and variances.
• Problem-solving, reasoning, motivating, organizational, and training abilities.

Responsibilities

• Deliver Sonesta Service in guest and client interactions and promote customer-service standards among hotel associates.
• Train front desk staff on operations, hotel facilities and services, local directions, and safety and emergency procedures; ensure they have needed supplies.
• Supervise front desk and reservation functions to support superior guest service and safeguard money, credit card transactions, and guest information.
• Oversee seasonal reservation strategy as directed by hotel management, using Opera and Synxis to adjust occupancy and rates based on market conditions.
• Maintain effective front desk communication through logs, department meetings, and one-on-one staff interaction.
• Ensure guest special requests are fulfilled and guest services are properly delivered.
• Supervise daily shoppe and pour operations, ensuring they are stocked and presented in an orderly, appealing manner.
• Establish and implement service recovery guidelines and respond promptly and professionally to guest complaints or concerns.
• Promote teamwork and quality service through daily communication and coordination with other shifts and departmental management.
• Register guests, issue room keys, provide information about hotel services and room locations, and answer phones promptly and courteously.
• Oversee accurate cash and credit card transaction processing, including posting charges, completing cashier and other reports, preparing deposits, and counting and securing assigned cash banks.
• Communicate outstanding guest requests or issues to management for monitoring or follow-up.
• Sell hotel rooms through direct client contact.
• Ensure compliance with federal, state, and local laws regarding health, safety, and alcohol services.
• Perform other duties as assigned.

Benefits

• Medical, dental, and vision insurance.
• Health Savings Account (HSA) with company match.
• 401(k) retirement plan with company match.
• Paid vacation and sick time.
• Paid parental leave.
• Company-paid life insurance.
• Company-paid short-term and long-term disability.
• Hospital indemnity, critical illness, and accident insurance.
• Educational assistance.
• Sonesta hotel discounts.
• Additional perks and employee discounts.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED