sbe Corporate

SLS Brickell Hotel & Residences/ Front Desk Supervisor

Req No.
Job Requirements


SLS_Brick (VertCrest)


Provides guidance and leadership as Front Office Supervisor and ensure consistent quality of guest service is provided to all guests in accordance with SBE's standards.


  • Assist the Front Office Manager in ensuring the smooth and efficient overall day-to-day operations of the Front Office.
  • Oversee Bell and Door staff in the absence of department head.
  • Provide excellent customer service per the standards of the hotel, and assist in situations to ensure customer satisfaction.
  • Ensure department adherence to company policies, procedures and standards to ensure that guest expectations are exceeded.
  • Assist in providing staff with ongoing coaching, training and development.
  • Coordinate hotel emergency procedures within the scope of defined plans.
  • Prepare reports, handle special projects and assignments as required.
  • Assign and instruct Guest Service Agents, Telephone Operators and Bell Attendants in details of work. Observe performance and encourage improvement. Monitor lobby traffic to make staffing adjustments accordingly.

  • Manage front desk operations by completing a checklist of important daily tasks, determining room and rate availability and making decisions that are in the best interest of the resort. Assist Guest Service Agents, Telephone Operators, Bell Attendants and other departments with any questions or requests.

  • Resolve guest complaints by conducting thorough research of the situation and the most effective resolution. Authorize revenue allowances to remedy problems only after alternative solutions have been offered.

  • Prepare and conduct daily pre-shift meetings, communicate effectively with all staff and provide them with any information necessary to provide guest service in accordance with SBE's standards.

  • Monitor performance of staff with performance evaluations and discipline issues. Make recommendations for training related issues when inconsistencies develop at the Front Desk.

  • Other duties as assigned by management.





High school graduate or equivalent required.

College degree preferred.



1-2 years of front office supervisory experience, preferably in a 4 or 4 diamond hotel/resort.

2 years front office agent experience.

Previous experience with scheduling, ordering/managing supply inventory.

Excellent command of the English language is essential, both written and verbal. 



All team members must maintain a neat, clean and well-groomed appearance. Specific uniform guidelines and/or required articles of clothing will be explained to you as a part of the orientation process.



Additional language ability preferred.


Due to the cyclical nature of the hospitality industry, associates may be required to work varying schedules to reflect the business needs of the resort. Regular attendance in conformance with the standards, which may be established by SBE from time to time, is essential to the successful performance of this position.


Due to the industry that we are in a need will occur for each associate to provide “Lateral Service”. Our goal is to ensure that we are maximizing customer satisfaction and as a result there will be times when our associates in Operations will call upon us for support to ensure customer satisfaction occurs.


When we are fortunate enough for this to occur, each associate will positively respond unless there is a chance that an opportunity resulting in dissatisfying a guest could occur. If this is the case the leader is to be notified and the level of support that is being requested will be obtained.




Frequency Key: Never – 0 hours; Rare – up to 1 hour; Occasional – 1-3 hours; Frequent – 3-6 Hours; Constant – 6-8 hours



Physical Activity                                            Frequency

Sitting                                                               Occasional

Walking, standing                                          Constant

Crouching/Bending/Stooping                     Occasional

Pushing/Pulling                                                             Occasional

Stooping                                                           Constant

Lifting and carrying                                       Occasional up to 20 pounds.

Reaching                                                          Constant

Grasping                                                           Constant

Talking                                                              Constant

Hearing                                                            Constant

Near Vision                                                      Constant

Far Vision                                                         Constant

Smell                                                                 Rare

Travel                                                                Rare


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