Tower Guest Relations Supervisor

The Boca Raton•Boca Raton, FL

5d•$24 - $24

About The Position

The Tower Guest Relations Supervisor oversees front desk operations and motivates the team in a Forbes Five Star Service environment. The role serves as a key liaison between the resort and its guests, helping create memorable arrivals and fond farewells. The Supervisor leads and guides the front desk team, oversees amenity delivery, curates guest experiences, and teaches others how to exceed guest expectations. The Supervisor oversees hotel operations during their shift, supports guest and employee safety and wellbeing, coordinates guest preferences and special touches with other departments, and ensures clear handoffs between shifts. The role also supervises front desk and night audit functions, maintains the organization and readiness of the front desk, Front Door, and Bell Desk, directs and observes staff, resolves guest concerns, handles relocations, and supports other guest services areas. The position may perform Manager on Duty shifts and property walks to help ensure Forbes Five Star standards are maintained.

Requirements

High school diploma or equivalent.
At least 2 years of experience in a customer service role.
Excellent communication and interpersonal skills.
Ability to work in a fast-paced environment.
Strong problem-solving skills.

Nice To Haves

College degree preferred.

Responsibilities

Oversee hotel operations during the assigned shift to ensure guest service standards are met and hotel assets are secured and protected.
Review arrivals and guest preferences; coordinate special touches with appropriate departments and plan for early arrivals and departures the following day.
Take action on matters related to the safety, security, satisfaction, and wellbeing of hotel guests and employees.
Communicate and follow up with the next shift regarding issues, guest requests, and special requirements.
Oversee front desk and night audit functions in accordance with established procedures, ensuring guests receive prompt, professional attention and audit reports are completed on time.
Ensure the front office has the information and equipment needed to complete department functions, and organize projects that improve front office operations.
Maintain proper organization of the front desk, Front Door, and Bell Desk.
Provide clear verbal and written direction to staff; assign and instruct guest service and front desk agents, observe performance, and encourage improvement.
Use supervisory skills to solve problems and ensure compliance with The Boca Raton standards for consistent, high-quality guest relations.
Supervise the desk during stressful situations and emergencies, resolve guest concerns, and implement resolutions using discretion and judgment.
Handle guest relocations as required.
Assist other guest services areas with daily operations and supervision; conduct property walks and work with department leaders to maintain Forbes Five Star service standards.
Perform Manager on Duty shifts and resolve guest complaints promptly and professionally.
Oversee front desk night audit functions when needed.