Front Desk Supervisor
REPORTS TO: Hotel Manager
DEPARTMENT : Front Office
Meli Orlando Celebration Hotel
Celebration, Florida
"The world is yours with Meli"
Joining Meli is to embark on a journey without borders because the possibilities of growing and training here are endless. It is knowing that the world is yours and that you can work in many countries. And all with the feeling that you are part of a big family.
It means knowing that you have started one of the most exciting journeys of your life, a journey in which inspiration will always accompany you. Do you dare to be the owner of your professional career in an inspiring world?
In a company as large as your world, all that is missing is YOU.
MISSION: The Front Office Supervisor is responsible during his/her supervisory shift, for ensuring an efficient daily operation of the department, ensuring a correct fulfillment of functions and optimal departmental coordination, committing to achieve excellence in customer satisfaction and the optimization of economic resources.
OPERATIONS

• During your supervisory shift, ensure that the day-to-day operations of the front desk are performed; Assign and supervise the tasks of the department's staff.
• Resolve guest complaints, problems, and/or inconveniences in a timely manner, ensuring their satisfaction.
• Perform the duties of a receptionist as needed to facilitate service.
• Ensure that all issues and incidents are reported properly and immediately to ensure maximum operational efficiency.
• Assist with the arrival and departure of guests.
• Ensure that the front desk staff provide an efficient and spontaneous service.
• Maintain communication with housekeeping staff regarding the status and assignment of rooms.
• When necessary, support the Front Office Manager and the Assistant Front Office Manager to distribute tasks to the department.
• Support the fee strategy established by the Revenue team. Maximize hotel sales and revenue by promoting Upselling/Crosselling.

**This brief job description/responsibilities and/or duties are not intended to be ALL responsibilities or qualifications of the job. EEO/M/F/D/V
CUSTOMER EXPERIENCE

• Know the philosophy of the Brand, implementing the standards, operational and identity manuals that apply to their department.
• Ensure the customer experience and personalize their stay, anticipating their needs and exceeding their expectations.
• Attend to customer incidents, communicating the actions taken to their manager. Escalate the incident to the person in charge if they cannot provide a solution.
• Know and participate in the achievement of the objectives of Voice of the Customer and ensure compliance with them, participating in the improvement plans established in their area.
• Know the Sensory Architecture established for their areas and ensure its compliance.
• Know the services and facilities of the hotel, as well as the program of entertainment, experiences and events, making sure that the team has all the information to be able to promote them to customers.

Minimum Requirements:

• Minimum 2 years Front Office/Guest Service experience including supervisory experience in a hotel and/or resort.
• Flexible schedule is required; must be available to work various shifts including mornings, evenings, weekends and/or holidays.
• Must be able to read, write and speak Spanish and English. Other languages preferred.
• Computer proficiency in software applications including MS Word, Excel, Outlook and reservations systems
• Effective oral and written communications skills

** Only candidates with authorization to work in the U.S.A. will be considered. At this time, no monetary relocation assistance is available.
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