Front Desk Supervisor

Yurbban Hospitality Group • Miami Beach, FL

1d • Onsite

About The Position

Under the guidance of Hotel Manager, ensure Guest Services runs as an efficient and organized unit; act as the main contact/service center for internal and external guests; increase communication between departments throughout the property by coordinating the process of receiving and resolving guest issues and requests. Gain guest loyalty by utilizing the provided systems and tools consistently and efficiently while providing leadership and direction for the Front Office Department, including training, motivating and managing the employees.

Requirements

• Bachelors Degree preferred. High School Diploma or equivalent required
• Minimum two (2) years of management experience in a Front Office Leadership role, preferably in an upscale or lifestyle brand hotel
• Proven team leader with a high level of energy and motivation with a proven track record of living the company's values
• An intermediate to proficient understanding of Computer systems such as: Roommaster, Lightspeed, HUBOS, Microsoft Word, Excel & Outlook is preferred
• Enter and locate work related information using computers and/or point of sale systems
• Ability to spend extended lengths of time viewing a computer screen
• Possess a gracious, friendly, and fun demeanor
• Ability to multitask, work in a fast-paced environment and have a high level attention to detail
• Maintain positive and productive working relationships with other employees and departments
• Ability to work independently and to partner with others to promote an environment of teamwork
• This position requires fully availability during mornings and afternoons, shift of 8 hours could be arranged between 6:00 am to 12:00 am, weekends required.
• Employee must be legally authorized to work in the United States.

Nice To Haves

• Bachelors Degree preferred.
• An intermediate to proficient understanding of Computer systems such as: Roommaster, Lightspeed, HUBOS, Microsoft Word, Excel & Outlook is preferred

Responsibilities

• Supervise Front Office employees to ensure prompt and complete resolution of guest calls and requests
• Monitor trip Advisor campaigns, VIP arrivals, breakfast coupons, Office supply inventory and Commision reconciliations.
• Oversee the Front Office Department operation and ensure all telephone calls/inquiries are answered within three rings and using proper telephone etiquette
• Ensure each employee is expected to carry out, within their capabilities, all reasonable requests by management
• Track all guest issues from various sources and report results. Identify trends for resolution.
• Address complaints; serve as Manager on Duty as needed
• Ensure all guest requests/issues are logged
• Track and maintain records of all guest issues and recovery from Tripadvisor/Guest Alerts/Glitch Log in HUBOS (once implemented)
• Monitors and reviews guest comments via the ReviewPro/TrustYou to identify areas for improvement and shares with staff to assist in improving guest satisfaction, guest relations and guest loyalty scores and responds directly to guest as necessary
• Ensure that all department equipment is in proper working condition and that department areas and storerooms are clean
• Perform departmental administrative duties
• Assist in recruitment, hiring, training, orientation of and communication to department personnel.
• Schedule and supervise staff to ensure prompt, friendly, and attentive service
• Ensure compliance of brand standards, operating procedures and policies
• Facilitates the training and development of all employees to Yurbban Hospitality Group standards

Benefits

• Salary according to position and experience
• Career growth opportunities within a fast-expanding group
• Continuous training through Yurbban Academy
• A workplace where professionalism and great atmosphere go hand in hand
• Quarterly afterworks and teambuilding activities
• Paid Time off, Holidays paid + your birthday off 🎂
• Discounts on all national and international stays for you, your family, and friends.
• Discounts on Wellness and GYMs
• Health and Retirement (Health, Vision, Dental, Alternative Care and retirement plans)

What This Job Offers

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