Level

Job Location

Position Type

Education Level

Job Shift

Job Category

Scope of the Position
The Front Officer Supervisor is responsible for improving the guests’ experience through the management of the Front Desk Agents, Rooms Controller and At Your Service departments. He/she also holds accountability for instilling consistency of hotel and brand standards by promoting a luxury environment.

Position Requirements

• Professional demeanor appropriate for a luxury environment.
• Minimum 1 year of progressive supervisory experience in a hotel.
• Outstanding guest service skills.
• Able to handle a multitude of tasks in an ever-changing environment.
• Effective at listening to, understanding, and clarifying the concerns and issues raised by guests and members.

Responsibilities

• Approach all encounters with guests, members, and Associates in a professional and personalized manner.
• Maintain the confidentiality of all guest and member information and pertinent resort data, as well as the security of high-profile guests or members in accordance with resort standards.
• Maintain consistent and effective flow of communication between shifts.
• Actively participate in training and continuing education of Front Desk and At Your Service Associates.
• Oversee inventory levels pertaining to supplies for the Front Desk and At Your Service departments.
• Actively participate in daily briefings and meetings.
• Build rapport with VIPs, Marriott Bonvoy members and distinguished visitors.
• Handle special arrangements during guest stay; coordinate future visits.
• Assist with reservation requests forwarded to the hotel, supporting the in-house reservations department.
• Responsible for proper cash handling in accordance with JW Marriott Turnberry Miami Resort & Spa policies.
• Establish and maintain effective communication processes with all hotel departments.
• Perform any additional duties as required by management.

Education

• 4-year degree in Hospitality or related major preferred.
  

Skills and Abilities

• Able to communicate in the English language. Second language is a plus.
• Able to work flexible schedules including holidays and weekends and able to perform multiple tasks.
• Experience using software programs such as Microsoft Office (Word, Excel, and Outlook).

Physical Requirements

• On a continuous basis, stand at a desk for long periods of time in front of a computer screen.
• Intermittently twist to reach equipment or supplies surrounding desk.
• Use telephone and computer keyboard daily.
• Must be physically fit to lift, pull, and push items up to 50 pounds.
• Also requires standing/walking/reaching and bending throughout shift.