Guest Experience Lead, Front Desk

The Seagate Hotel, Golf & Beach Club, Autograph Collection; Miami (FL); On-site; USD 45,000 - 60,000; Full time

Job summary

The Seagate Hotel, Golf & Beach Club, Autograph Collection in Miami, FL seeks a Front Desk Supervisor to lead front office operations and elevate guest experiences. You will oversee onboarding, training, and staff performance while ensuring efficient shift coverage and adherence to policies.

Your role requires strong communication, leadership, and a proactive approach to resolving guest issues, with proficiency in PBX and Key systems and collaboration across departments.

Qualifications

• Excellent English communication, clarity and professionalism.
• Ability to interpret and execute requests promptly.
• Friendly demeanor with strong interpersonal skills.
• Capable of managing multiple requests with accuracy and timeliness.
• Familiarity with The Seagate Hotel & Spa policies.
• Demonstrates sound judgment in decision-making.

Responsibilities

• Participate in the selection and onboarding of front office personnel.
• Conduct comprehensive training and cross-training programs to enhance staff skills and retention.
• Supervise workload distribution during shifts to optimize efficiency.
• Perform regular evaluations of front office employee performance.
• Foster effective interdepartmental communication and relationships.
• Demonstrate proficiency in PBX and Key systems.
• Review guest reservations, folios, and billing for accuracy.
• Maintain and communicate accurate room status information.
• Resolve guest issues promptly and courteously.
• Update and manage group reservations and requirements.
• Review and complete credit limit reports.
• Adhere to front office budget guidelines.
• Facilitate smooth shift transitions by sharing information with incoming managers.
• Manage cashier operations, verifying banks and deposits at shift ends.
• Ensure compliance with cash handling, check-cashing, and credit policies.
• Enforce proper attire and uniform policies for front office staff.
• Initiate necessary disciplinary actions as per policy.

Skills

Front office supervision

Communication skills

Team leadership

Training & onboarding

Multitasking

Guest service orientation

Decision making

Tools

PBX systems

Key systems

Job description

The Seagate Hotel, Golf & Beach Club, Autograph Collection in Miami, FL seeks a Front Desk Supervisor to lead front office operations and elevate guest experiences. You will oversee onboarding, training, and staff performance while ensuring efficient shift coverage and adherence to policies.

Your role requires strong communication, leadership, and a proactive approach to resolving guest issues, with proficiency in PBX and Key systems and collaboration across departments.