Tower Guest Relations Supervisor

Summary

The ideal candidate is responsible for supervising front desk operations and motivating the team in a Forbes Five Star Service environment. They will be the key liaison between the resort and our guests and will ensure a memorable arrival and a fond farewell. The front office Supervisor is responsible for leading and guiding the front desk team, executing delivery of amenities, curating guest experiences and proactively teaching other how to curate guest experiences to exceeding guest expectations.

Essential Functions

Job duties include, although are not limited to:

• Oversee the hotel operations for your shift to ensure guest service standards are met and that hotel assets are secured and protected.
• Review arrivals, preferences, coordinate special touches and preferences with appropriate departments, look at next day early arrivals and departures to plan for the next day's activities.
• Take action in all matters related to the safety, security, satisfaction and wellbeing of hotel guests and employees without requiring special direction.
• Ensure communications and follow-up with next shift on any issues, guest requests or special requirements.
• Oversee the front desk and night audit functions in accordance with established procedures; ensure guests receive prompt, professional attention and are greeted upon arrival, and that the audit function and reports are completed on time.
• Ensures the front office has the proper information and equipment to complete department functions. Prioritizes and organizes all projects that pertain to improving the front office functions.
• Responsible for maintaining proper organization of the front desk, Front Door and Bell Desk. Communicates effectively both verbally and in writing to provide clear direction to staff. Assigns and instructs guest service and front desk agents in the details of work. Observes performance and encourages improvement.
• Uses creative supervisory skills to solve problems. Ensures compliance with The Boca Raton standards to ensure consistent high quality guest relations.
• Supervise desk through times of stress and emergencies, resolves guest concerns, and implements resolutions by using discretion and judgement.
• Handles guest relocations as required.
• Assists other guest services areas with daily operations and supervision, perform property walks ensuring all operations are withing Forbes 5 Star Standards and working with other department leaders to maintain Forbes 5 star service standards.
• Perform MOD shift, resolving all guests’ complaints in a prompt and professional manner.
• Oversee The Front Desk Night Audit functions when needed.

Internal Relationships

Reports to Director of Guest Relations

External Relationships

Has regular contact with Guests & Members

Qualifications

• High school diploma or equivalent
• 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

Education/Experience Requirements

• High school graduate or equivalent required.
• College degree preferred.

Physical Requirements

Lifting 50 lbs. maximum with frequent lifting and carrying of objects weighing up to 25 lbs. It requires walking or standing to a significant degree, as well as reaching, handling, feeling, talking, hearing, and seeing.

In the United States, we are proud to be an EEO/AA employer M/F/D/V. We maintain a drug-free workplace and perform pre-employment substance abuse testing.