sbe Corporate

  • SLS Brickell Hotel & Residences/Front Office Supervisor

    Job Locations US-FL-Miami
    Req No.
    Job Requirements
  • Overview



    Ensure guest service standards of the guest arrival, departure, and any other guest contact experience are met through optimal training, staffing, and supervision of labor, efficient management of operating supplies, and proactive monitoring of guest service scores and comments.




    • Ensure efficient reservations, guest registration, checkout, guest service, and telephone service, while ensuring all brand standards are being applied.
    • Implement company programs
    • Prepare forecasts and reports and assist in the development of the room's budget.
    • Monitor and maintain the front office systems and equipment to ensure their optimum performance.
    • Track guest satisfaction surveys and maximize usage of the guest response tracking system.
    • Develop and implement controls for expense management. Utilize labor management tools to schedule and control labor costs.
    • Interview, hire, train, develop, resolve problems, provide open communication and recommend discipline and/or termination when appropriate of staff members. Ensure timely completion of performance appraisals.
    • Communicate both verbally and in writing to provide clear direction to staff.
    • Interact positively with customers and take action to resolve problems to maintain a high level of customer satisfaction and quality. Ensure compliance of front office, guest service, and PBX standard operating procedures and policies. Ensure all Front Office Quality Standards are complied with and are consistently applied.
    • Coordinate activities with other hotel departments in order to facilitate increased levels of communication and guest satisfaction.
    • Assist in the daily maintenance of room inventory status to achieve optimal levels of revenues while maintaining high levels of guest expectations.
    • Resolve customer complaints; anticipate potential problems by reviewing and monitoring complaints, operational issues, business flow and associate performance to ensure high levels of customer satisfaction and quality.
    • Develop strong relations with the sales team to discuss and implement sales strategies to continually improve occupancy levels and revenues.
    • Regular attendance in conformance with the standards is essential to the successful performance of this position.
    • Comply with attendance rules and be available to work on a regular basis.
    • Perform any other job related duties as assigned.
    • Manage the daily operation of the Reservations Department, ensuring outstanding customer service, enforcement of hotel policies and procedures, and proper selling techniques designed to enhance overall hotel revenue.
    • Make certain all reservations are properly coded, routed, charged, and delivered to the front office to ensure a smooth arrival and departure.
    • Recruit, hire, train and manage the SLS Services staff, ensuring that proper selling strategies are sold and all standard operating procedures are in place and adhered to.
    • Responsible for addressing and resolving all customer service issues in a positive manner. Handle overflow reservation calls when necessary to provide optimal customer service and minimal hold time.
    • Assist Director, Revenue in report preparation of 14-day forecast and Revenue Meeting.
    • Facilitate completion of Competitive Pricing Analysis and compilation of turndown data (if we can access).
    • Manage office paper-flow, faxes, mail, etc.
    • Coordinate and facilitate ongoing reservation department sales and technical training, ensuring outstanding customer service, excellent reservation sales skills and optimal agent productivity.
    • Block and manage groups from account turnover to completion.


    • Minimum of 2 years Front Desk experience, preferably in leadership role.
    • High School Diploma or equivalent required, Bachelor's degree preferred.
    • Proficient with PMS system.
    • Advanced knowledge of brand's reward program.
    • Able to handle cash and credit transactions.
    • Computer literacy and financial management a must.
    • Able to effectively deal with internal and external customers, some of whom will require high level of patience, tact and diplomacy to defuse anger and collect accurate information and resolve conflicts.
    • General knowledge of local area attractions and transportation.
    • Able to observe and detect signs of emergency situations. Able to remain calm and alert, during emergency situations and/or heavy hotel activity, serving as a role model for clerks and other associates.
    • Working knowledge of federal, state and local laws governing equal employment opportunity and civil rights, occupational safety and health, wage and hour issues and labor relations, including, but not limited to the following statues and their comparable state and local laws.
    • Able to establish and maintain effective working relationships with associates and customers.
    • Able to make sound business decisions and take action quickly based on previous experience and good judgment.
    • Knowledge of hotel operations, including marketing plans, security and safety programs, personnel and labor relations, preparation of business plans, repairs, maintenance, budget forecasting, quality assurance programs, hospitality law, and long-range planning.
    • Command of the English language both written and verbal.employment.
    • Most work tasks are performed indoors. Temperature is moderate and controlled by hotel environmental systems.
    • Must be able to sit at a desk for up to 4 hours per day. Walking and standing are required the rest of the working day. Length of time of these tasks may vary from day to day and task to task.
    • Must be able to exert well-paced ability to reach other departments of the hotel on a timely basis.
    • Must be able to lift up to 15 lbs. occasionally.
    • Requires grasping, writing, standing, sitting, walking, repetitive motions, bending, climbing, listening and hearing ability and visual acuity.
    • Talking and hearing occur continuously in the process of communicating with guests, supervisors and subordinates.
    • Vision occurs continuously with the most common visual functions being those of near vision and depth perception.
    • Requires manual dexterity to use and operate all necessary equipment.
    • Must have finger dexterity to be able to operate office equipment such as computers, printers, 10-key adding machine, electric typewriter, multi-line touch tone phone, filing cabinets, FAX machines, photocopiers, dolly and other office equipment as needed.
    • High school or equivalent education required. Bachelor's Degree preferred. 
    • At least 2 years of experience in a hotel leadership role.




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