Front Desk Supervisor - Luxury Beachfront Hotel

Noble House Hotels and Resorts • Fort Lauderdale, FL

77d • $18 • Onsite

About The Position

Sitting directly on the Atlantic Ocean, Pelican Grand Beach Resort boasts breathtaking views and instantly surrounds guests with a sense of old Florida grandeur. 156-rooms, 4 diamond, 3 outlets, a lazy river and beach front? Yes please! The Pelican Grand Beach Resort in Ft. Lauderdale Beach is looking for a new Front Desk Agent. Come play with us! If you are PASSIONATE about BEST in SERVICE, here is why you want to work for us…. At THE PELICAN GRAND BEACH RESORT, we passionately strive to be the best and create excellence in everything we do. More than a slogan, we empower our employees to make positive impacts BY providing genuine service, the relationships we build with our guests and creating unforgettable experiences. Best in service applies to our employees as well, starting with an awesome benefits package along with many other perks. SUMMARY The Front Desk Supervisor will be responsible for the entire operation of the Front Desk during their shift and will assist in operations, training, and guest services. The Supervisor is responsible for enforcing management's overall direction, coordination, and evaluation of the front office department. Directly supervises all front desk agents. Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Position Purpose (not all inclusive) Always ensure outstanding customer care. De-escalate and resolves guest issues and complaints in a timely and efficient manner. Maintain a friendly, cheerful and courteous demeanor at all times. Courteously and accurately answers inquiries from potential guests and accepts hotel reservations. Supervise daily shift process ensuring all team members adhere to standard operating procedures. Assists with leadership team with ensuring that monthly goals are met for upsells and guest service scores. Train, direct the work of, resolve issues/problems and coach and counsel the front desk team members to ensure a quality operation. Resolve customer issues, complaints, problems in a quick, efficient manner to maintain a high level of customer satisfaction and quality service. Coach, develop and recognize team during their shift with immediate feedback. Provide needed coverage for front desk in the event of call outs and/or emergencies. Must be able to train and perform night audit task, if needed. Participate in all staff and department manager meetings. Best in service applies to our employees as well, starting with an awesome benefits package along with many other perks. We offer the following AWESOME benefits: 401K (and 401K matching) Paid time off Insurance to include health, medical, vision, dental, hospital coverage, employee assistance program, life and accidental death, pet, and short-term disability HUGE employee discounts Multiple parking options One free meal during your shift Many recognition programs Referral programs Growth opportunities

Requirements

• 2 - 3 years of front desk agent &/or Night Auditor experience; &/or 1 - 2 years Front Desk supervisor experience with a hotel.
• Bachelor's degree preferred.
• Multi-lingual preferred.
• Must be able to read and write to facilitate the communication process.
• Requires good communication skills, both verbal and written.
• Basic computational ability.
• Experienced with computer skills.
• Must have a working knowledge of types of room set-ups, capacities, relation to type of event, etc.
• Proven excellent interpersonal and sales-related skills.
• Exceptional organizational, supervisory skills.
• Must be able to prepare and analyze data and figures, and transcriptions prepared on and generated by computer.
• Must be able to work with flexible schedule, holidays weekends and nights.
• Most work tasks are performed indoors. Temperature generally is moderate and controlled by hotel environmental systems.
• Must be able to stand 6-12 hours a day. Length of time of these tasks may vary from day to day and task to task.
• Must be able to exert well-paced ability to maneuver between functions occurring simultaneously.
• Must be able to exert well-paced ability to reach other departments of the hotel on a timely basis.
• Ability to bend, stoop, squat and stretch to fulfill cleaning tasks occasionally.
• Must be able to lift up to 15 lbs. on a regular and continuing basis.
• Requires grasping, writing, standing, sitting, walking, repetitive motions, bending, climbing, listening and hearing ability and visual acuity.
• Talking and hearing occur continuously in the process of communicating with guests, supervisors and subordinates.

Nice To Haves

• Bachelor's degree preferred.
• Multi-lingual preferred.

Responsibilities

• Always ensure outstanding customer care.
• De-escalate and resolves guest issues and complaints in a timely and efficient manner.
• Maintain a friendly, cheerful and courteous demeanor at all times.
• Courteously and accurately answers inquiries from potential guests and accepts hotel reservations.
• Supervise daily shift process ensuring all team members adhere to standard operating procedures.
• Assists with leadership team with ensuring that monthly goals are met for upsells and guest service scores.
• Train, direct the work of, resolve issues/problems and coach and counsel the front desk team members to ensure a quality operation.
• Resolve customer issues, complaints, problems in a quick, efficient manner to maintain a high level of customer satisfaction and quality service.
• Coach, develop and recognize team during their shift with immediate feedback.
• Provide needed coverage for front desk in the event of call outs and/or emergencies.
• Must be able to train and perform night audit task, if needed.
• Participate in all staff and department manager meetings.

Benefits

• 401K (and 401K matching)
• Paid time off
• Insurance to include health, medical, vision, dental, hospital coverage, employee assistance program, life and accidental death, pet, and short-term disability
• HUGE employee discounts
• Multiple parking options
• One free meal during your shift
• Many recognition programs
• Referral programs
• Growth opportunities

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Industry: Accommodation
• Number of Employees: 1,001-5,000 employees