Front Desk Supervisor

CoralTree Hospitality • Orlando, FL

2d • Onsite

About The Position

Welcome to Aloft Lake Nona. We are seeking a Front Office Supervisor to provide exceptional service to both internal and external guests. In this role you will be responsible for providing leadership, guidance, and support to the front desk team in the areas of guest service, training, scheduling, and performance management for the overall successful day-to-day operations. You will often be the first point of contact for guests, and you will be responsible for creating an excellent, memorable first impression. The Front Desk Supervisor is fully committed to ensuring that all procedures are performed to the department and property standards and serve as an ambassador for the hotel.

Requirements

• High school diploma required.
• Minimum of two years supervisory experience in a high volume hotel setting.
• Must be able to understand, speak, read, and write in the basic English language.
• Ability to effectively communicate and provide directions in a clear, concise, and professional manner in both verbal and written form.
• Demonstrate ability to compute basic arithmetic.
• Must be available to work varied shifts and flexible schedules including weekends, holidays, etc.

Nice To Haves

• College degree preferred.
• Previous hospitality experience in a Four Diamond quality organization preferred.
• Previous experience with Windows, Office, and property management systems highly desirable.

Responsibilities

• Demonstrate the ability to effectively interact, coordinate, and communicate through daily pre-shift meetings with all team members of high guest impact areas (i.e. reservations, guest services, housekeeping, etc.) to ensure a smooth arrival through departure experience for all guests.
• Be an expert and demonstrate knowledge of: all hotel features/services, hours of operations, room types, room rates, special packages and promotions, daily house count and expected arrivals/departures, room availability status, and scheduled in-house group activities to anticipate and respond to guest inquiries promptly and accurately.
• Champion, promote, and successfully track departmental and organizational initiatives e.g. upsell programs, CoralTree Delivers Program, etc.
• Ensure front desk agents properly complete required checklist items at the end of each shift.
• Maintain and successfully execute departmental and hotel policies (to include but not limited to relocation procedures, safe deposit box procedures, auditing accuracy of cards with proper signatures, key control procedures, accurate billing, cashiering, safety, lost/found policy, etc.).
• Instills a calm, organized approach when interacting in stressful situations.
• Approach internal and external guest opportunities with a sense of heartfelt care and urgency; provide prompt follow-up to ensure 100% guest satisfaction.
• Ensure that sufficient staffing is present to meet the daily business demands.
• Maintain confidentiality of guest information and follow proper protocol to secure and protect pertinent hotel data.
• Foster and maintain strong, positive relationships with team members across all departments through communication and regular face-to-face interaction.
• Assist management to recruit, hire, train, and successfully support and manage the talent of all new and existing team members.

Benefits

• Team Member Travel Program, where you'll enjoy complimentary and discounted stays at CoralTree Hospitality properties
• UNLIMITED Friends and Family discounted rates
• Pre-tax flexible benefit plan, covering healthcare and dependent care expenses
• Comprehensive medical, dental, vision, life, and disability benefits
• Pet insurance
• 401(k) plan, complete with a company match
• Employee Assistance Program
• Paid time off and holidays
• Team member discounts from top industry brands in travel, entertainment, and retail, including Apple, Live Nation, Samsung, Hertz, Sam’s Club and more

What This Job Offers

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