Guest Services Supervisor - Miami Lakes Hotel on Main

Job Description

Job Description

Miami Lakes Hotel is a destination designed for the business and leisure traveler alike. Our hotel is unique as we are the only full-service hotel resort in the Miami Lakes area. Located on Main Street, guests can enjoy a variety of upscale shops, a 17-Cineplex movie theater, and over a dozen restaurants all just steps away from our door.

GUEST SERVICES SUPERVISOR

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Maintain accurate room inventory, including all administration, coordination, and successful execution of occupancy.
• Ensure service standards are maintained, receiving, and acting upon customer feedback and delivering 100%.
• Coaching and empowering the Team, using "one minute manager management" and delegating and prioritizing to maximize efficiency, so that we are providing raving fan service in the guest services areas.
• This position will be responsible for addressing customer complaints and responding to all Trip Advisor and GMS comments in a professional manner.
• Ensure proper procedures are in place/used when answering phones and assisting with guest calls/issues in the MVP Services area.
• Train the staff to perform and meet service standards. Responsible for ongoing training, to include new-hires, monthly training topics, and cross training of staff.
• Scheduling of staff
• Assists Accounting with tasks such as closing open folios, maintain cash drawer balance with sufficient change at the Front Desk, etc.
• Runs/manage reports, i.e. EA’s, ED’s, OOO Rooms, Off Market rooms, high balance report, etc.
• Have group billing instructions at Front Office
• Read group resumes daily and handle responsibilities
• Check registration cards for accuracy
• Review GSR’s checklists to ensure completion
• Review occupancy daily and manage inventory, i.e. overselling situations
• Post Laundry charges
• Perform property walk-through daily to ensure cleanliness & upkeep
• Any other duties as needed/assigned.

COMPETENCIES

• Training
• Disciplining
• Scheduling
• Directing
• Developing
• Measuring Performance

QUALIFICATIONS

Must be alert, accurate, precise; strong ability to work with numbers. Must be able to communicate very well verbally and in writing. Must have great interpersonal skills and ability to lead/develop. Must multi-task and work long hours. Must be organized and detail oriented. Must have high degree of integrity. Excellent problem-solving skills.

REQUIRED EDUCATION AND EXPERIENCE

• 1 year in Front Office/Reservations role in Hospitality, preferably Front Office environment.

PREFERRED EDUCATION AND EXPEREINCE

• Bachelor’s degree or Associates
• Some hospitality experience

ADDITIONAL ELIGIBILITY QUALIFICATIONS

• Must be computer literate
• Must be able to drive a vehicle with a valid driver’s license.

PHYSICAL, MENTAL, AND ENVIRONMENTAL CONDITIONS OF THE JOB

The physical demands described here are representative of those that must be met of an employee to successfully perform the job. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential job functions, unless doing so would present an undue hardship.