Front Desk Supervisor at Gale Hotels in Miami, FL

Job description

• The Front Desk Supervisor is responsible for providing attentive, courteous, and efficient service to all guests during check-in, throughout their stay, and at checkout, while maximizing room revenue and occupancy.

Responsibilities

• Supervise front desk staff and ensure that they provide excellent customer service.
• Respond to guests' inquiries and requests in a timely and professional manner.
• Monitor daily operations of the front desk, including check-ins, check-outs, and guest requests.
• Manage reservations and room availability.
• Coordinate solutions quickly when guests experience problems in their room by working with housekeeping and maintenance staff.
• Answer all guests’ requests promptly.
• At the end of shift conduct end of shift pass-on and share with colleagues.
• Communicate all high sense of urgency issues to management.
• Collect the guest’s payment using either credit/debit cards, cash, or checking account information for rooms at the end of each stay and ask for a room deposit when necessary.
• Ensure that extra services ordered by the guests, such as alcoholic drinks, entertainment, and food, are properly accounted for and charged on the final bill.
• Monitor the appearance, standards, and performance of Team Members with emphasis on training and teamwork and provide feedback.
• Advise your shift team of any on-property functions, events, or VIP Guests in the hotel.
• Monitor and review guest feedback.
• Maintain a clean and organized front desk area.
• Perform any other duties requested by Management.
• Facilitate training to the front desk staff, to elevate and improve their daily tasks.
• This position will also work as a Lobby Greeter creating a positive and welcoming environment while ensuring smooth operations in the lobby and valet area. You will be responsible for greeting visitors, assisting with directions, and providing top-tier customer service.
• Greet visitors warmly and professionally as they enter the building.
• Provide accurate information about amenity locations.
• Answer questions and direct guests to the appropriate location within the hotel.
• Maintain the lobby area by ensuring it is clean, organized, and presentable at all times.
• Handle inquiries from visitors in a friendly and professional manner.
• Coordinate with facilities or maintenance teams for any issues related to the lobby or building.
• Promote a positive company image through exceptional customer service and professionalism.

Requirements

• Minimum 2 years of experience in a Front Desk Supervisor role or field related.
• Condo/Hotel experience preferred.
• Utilize computer systems effectively to handle guest registrations, run reports, manage guest requests, and monitor Front Office operations.
• Proven leadership and organizational skills
• Working knowledge of hotel management systems.
• Able to multitask and prioritize tasks.
• Customer Service Oriented.
• Ability to work flexible hours, including evenings and weekends.
• High School degree, GED or Equivalent.
• Excellent verbal and written communication skills in English and Spanish (preferred).
• Excellent verbal and written communication skills, with the ability to interact effectively with guests, associates, and external partners.
• Ability to work well under pressure and respond quickly and effectively to emergencies.

Skills

Required

• Able to multitask and prioritize tasks.
• Customer Service Oriented.