Front Desk Supervisor

Hilton Miami Blue Lagoon

SECTION ONE: MCR Universal Role Standards

EXECUTIVE SUMMARY

CLEANLINESS and FRIENDLINESS!

The MCR standard is to provide clean, friendly, well-organized and safe hotels for our guests.

AREAS OF EXCELLENCE

• Happy Guests
• Spotless Cleanliness
• Product Consistency & Quality
• Teamwork

Duties and Expectations      

1. Happy Guests

• Guest Relations:  Greet guests happily upon arrival and throughout their stay with a smile.
• Name Use:  Use the guests’ names whenever possible, ensuring they feel properly welcomed.
• Guest Satisfaction:  All Team Members work together to contribute to great guest satisfaction scores.
• Recovery:  Ability to handle challenging guest situations with hospitality and a sense of urgency.
• Hotel Knowledge:  Strong knowledge of all features of the hotel facility and amenities.
• Events:  Awareness and support for all groups and events at the hotel.
• Technology:  Understanding of relevant technology for each role.
• Phone Etiquette:  Answer all incoming calls with friendly service using the approved greeting.

2. Spotless Cleanliness

• Sparkling Clean Workspaces:  All areas, both front and back of the house, should be kept clean and well-organized.
• Pitching In:  Cleanliness is a team effort! Everyone may expect to pitch in to clean guest rooms and public spaces as needed, to ensure the hotel is well-organized and safe.
• Hospitality While Cleaning:  Always greet every guest happily with a smile, by name if possible, while cleaning.

3. Product Consistency & Quality

• Checklists to 100% Accuracy:  All operational checklists are completed accurately and at the designated times, every shift.
• Shift Handover Reports:  Handover reports must be accurate and on time, for effective shift-to-shift communication.

• Flawless Uniform:  All Team Members must wear a clean, approved uniform and be well-groomed per the Team Member Handbook, while wearing a nametag and smiling at all times.

4. Teamwork

• Communication:  Communication between Team Members should be clear, honest, and professional.
• Can Do Attitude:  Willing to stretch beyond traditional role to meet the needs of the business and MCR’s guests.
• Collaboration:  All Team Members at all levels must be committed to working together to create a welcoming environment for guests and an effective, positive workplace.

SECTION TWO: Front Desk Agent, Role Specific Duties and Expectations

We currently have an exciting opportunity for a Front Desk Supervisor and are actively looking to meet the best and brightest talent that the hospitality industry has to offer. We would welcome the opportunity to speak to you regarding this position as well as to answer any questions you might have regarding the company.

The successful individual will be directly responsible for the front desk and night audit teams, with a focus on guest and associate satisfaction.

Responsibilities:

• Assist in interviews, hiring, onboarding, and strong performance of front desk team members
• In the absence of General Manager and/or Assistant General Manager, act as Manager on Duty
• Review procedures and policies with team members
• Ensure adherence to established policies and procedures
• Process check-in and check-out, verify billing, create reservations, and process special requests
• Knowledge of hotel property and local attractions to assist guests as needed
• Establish and maintain open collaborative relationships with direct reports, and management throughout the hotel
• Comply with Federal & State Labor laws
• Ensure that all complaints regarding service and accommodations are investigated and resolved
• Coach and support front office team to effectively manage occupancy, guest service, and controllable expenses
• Identify service issues and trends. Facilitate creative solutions to overcome obstacles and ensure continuous guest satisfaction results
• Balance cost controls with exceptional guest service and associate satisfaction
• Maintain STRICT key controls

Requirements:

• Two-year college degree or equivalent hospitality experience (at least one year front desk supervisory experience)
• Prior brand experience highly preferred
• Exceptional Customer Service skills
• Outgoing and engaging personality
• Cash handling experience
• Strong Leader of people
• Intermediate to advanced computer skills, familiar with common computer software
• A flexible schedule that allows availability days, nights, holidays, and weekends based on the demands of the hotel 
• Excellent English communication skills and ability to read, write and speak fluently
• Ability for continuous movement, and occasionally, lift or move up to 20 pounds