Front Office Supervisor

HEI Hotels & Resorts•Miami, FL

20h•Onsite

About The Position

HEI Hotels & Resorts is proud to welcome Brickell Arch, a Luxury Collection Hotel, Miami to their portfolio. This iconic retreat, overlooking Biscayne Bay, blends refined sophistication with the vibrancy of Miami, offering expansive guest rooms, thoughtfully curated amenities, and elevated service. HEI emphasizes that exceptional hotels are built by exceptional people, driven by associates who are the heart of every guest experience. The company is committed to providing competitive compensation, benefits, industry-leading tools, training, and a culture that empowers growth and excellence, investing in their associates to ensure they thrive. HEI encourages a diverse and inclusive workplace, inviting applicants whose experience may not perfectly align with every qualification, and values U.S. military experience. The Front Office Supervisor will assist the Front Office Manager in overseeing Front Office operations to ensure customer satisfaction, quality service, and compliance with corporate/franchise policies and procedures, while also meeting or exceeding financial goals. The role is crucial in ensuring that all guest interactions, including arrival and departure, are conducted efficiently and courteously.

Requirements

One year experience in customer service in hospitality or similar industry.
Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger and collect accurate information and resolve conflicts.
Basic mathematical skills and considerable skill in the use of a calculator to prepare moderately complex mathematical calculations without error.
Ability to access and accurately input information using a moderately complex computer system.
Ability to stand, walk and continuously perform behind the front desk.
Ability to observe and detect signs of emergency situations with or without reasonable accommodation.
Ability to communicate verbally and in writing and prepare complex reports of room availability and revenues generated.
Ability to establish and maintain effective working relationships with associates, customers and patrons.
Effective verbal and written communication skills.
Ability to adapt communication style to suit different audiences, such as effectively communicating with supervisors, coworkers, public etc.

Responsibilities

Communicate effectively both verbally and in writing to provide clear direction to staff.
Assign and instruct guest service agents in details of work.
Observes performance and encourages improvement.
Greet guests immediately with a friendly and sincere welcome.
Use a positive and clear speaking voice, listen to and understand requests, respond with appropriate actions and provide accurate information such as outlet hours and local attractions.
Promptly complete the registration process by inputting and retrieving information from a computer system, confirming pertinent information including number of guests and room rate.
Promote HEI Hotels and Resorts and brand-specific marketing programs.
Make appropriate selection of rooms based on guest needs.
Code electronic keys.
Nonverbally confirm the room number and rate.
Provide welcome folders containing room keys, certificates, coupons and refreshment center keys as appropriate.
Close out guest accounts at time of check out.
Verify and imprint credit cards for authorization using electronic acceptance methods.
Handle cash, make change and balance an assigned house bank.
Accept and record vouchers, traveler’s checks and other forms of payment.
Perform accurate moderately complex arithmetic functions using a calculator.
Post charges to guest rooms and house accounts using the computer.
Promptly answer the telephone using positive and clear voice.
Input messages into the computer.
Retrieve messages and communicate the content to the guest.
Retrieve mail, small packages and facsimiles for customers as requested.
Remain calm and alert, especially during emergency situations and/or heavy hotel activity, serving as a role model for clerks and other associates.
Resolve customer complications and complaints by conducting thorough research of the situation and determining the most effective solutions.
Make decisions and take action based on previous experience and good judgment, sometimes revising approach to accommodate unusual situation.
Authorize revenue allowances to remedy problems only after other alternative solutions have been offered.
Communicate both verbally and in writing to provide clear direction to staff.
Comply with attendance rules and be available to work on a regular basis.
Perform any other job-related duties as assigned.

Benefits

competitive Medical and Dental programs through Anthem Blue Cross Blue Shield
Vision insurance programs through EyeMed
Vacation, Sick and Holiday programs
pet insurance through the ASPCA
Supplemental, Spousal and Child Life insurance
Short and Long-Term Disability plans
401(k) Savings Plan with matching funds
discounts through our 'YouDecide' and Hotel Room Discount programs
market-leading compensation packages
generous PTO and flex-time initiatives
outstanding career development and advancement opportunities
job-appropriate assets and resources
DailyPay, a voluntary benefit that allows our associates access to their earnings when they want them