Floor Supervisor

Job Description

Job Description

Description:

Set on the shores of Somes Sound in Southwest Harbor, The Claremont is a cherished Maine retreat where timeless elegance meets relaxed coastal charm. As part of the Acadia Collection, we’re passionate about creating joyful, unforgettable moments for our guests - and that starts with an incredible team. If you’re thoughtful, enthusiastic, and love the idea of working in a beautiful and welcoming environment, we’d love to have you on board!

A floor supervisor in hospitality is responsible for overseeing the day-to-day operations on a specific floor or area within a hotel, restaurant, or other hospitality establishment, ensuring smooth service delivery, maintaining high standards of cleanliness, addressing customer concerns, and supervising staff to guarantee guest satisfaction; key duties include assigning tasks, monitoring performance, resolving issues, and upholding company policies while actively contributing to a positive guest experience.

Key Responsibilities:

• Staff Supervision:
• Assign tasks to staff based on workload and guest needs.
• Monitor staff performance and provide feedback, coaching, and training.
• Address employee concerns and resolve internal conflicts.
• Create and manage staff schedules.
• Guest Service:
• Greet and interact with guests, addressing their needs and requests promptly.
• Respond to guest complaints and concerns, finding solutions to ensure satisfaction.
• Anticipate guest requirements and proactively provide assistance.
• Ensure a positive and welcoming atmosphere for all guests.
• Operational Management:
• Monitor cleanliness and appearance of the assigned floor, ensuring compliance with standards.
• Inspect guest rooms and common areas to identify maintenance issues
• Manage inventory of supplies and equipment, placing orders as needed
• Enforce company policies and procedures related to guest service and operations
• Communication and Reporting:
• Communicate effectively with other departments to coordinate guest needs
• Report any significant incidents or issues to management promptly
• Maintain accurate records of guest requests and complaints

Required Skills:

• Excellent customer service skills with a focus on guest satisfaction
• Strong leadership and supervisory abilities
• Effective communication skills, both verbal and written
• Ability to manage multiple tasks and prioritize effectively
• Problem-solving and conflict resolution skills
• Attention to detail and commitment to maintaining high standards

Success Factors:

• Ambassador of Joy: Embody and promote a culture of positivity and enthusiasm, ensuring that both guests and staff feel welcomed, valued, and inspired.
• Customer-Centric Focus: Understand and anticipate the needs of both internal and external guests, consistently exceeding expectations.
• Meticulous Attention to Detail: Deliver work that is precise, thorough, and up to the highest standards of luxury hospitality.
• Effective Communication: Provide clear, concise, and actionable information to ensure colleagues, guests, and stakeholders are well-informed.
• Ownership & Accountability: Take full responsibility for tasks, ensuring they are followed through to achieve the desired results.
• Foster Team Collaboration: Work collaboratively within teams, motivating others to sustain exceptional levels of performance.
• Build Strong Relationships: Establish trust and foster cooperation with colleagues, guests, and partners to promote mutual success.

Safety and Security

• Recognizes and reports potential safety hazards in the hotel, such as broken doors or railings, fire hazards, etc.
• Recognizes and reports potential security problems in the hotel, such as locking doors after hours, etc.
• Understands and follows policies and procedures for the hotel’s key control system and ensures others follow them.

Additional Responsibilities:

• Any other duties assigned by Supervisor.