Front Desk Supervisor

Front Desk Supervisor Company Overview

From our dazzling location in the heart of Miami, SLS offers both our staff and our guests a hip, cutting‑edge experience in the world of hotels as theater. We have an exciting job opportunity to join our Front Desk team as a Front Desk Supervisor located at SLS LUX, Miami. JOIN THE SLS FAMILY TODAY!

Under the guidance of the Front Office Manager, ensure Guest Services runs as an efficient and organized unit; act as the main contact/service center for internal and external guests; increase communication between departments throughout the property by coordinating the process of receiving and resolving guest issues and requests. Gain guest loyalty by utilizing the provided systems and tools consistently and efficiently while providing leadership and direction for the Guest Services Department, including training, motivating and managing the employees.

• Determine work procedures, prepare work schedules, and expedite workflow of subordinates; assign duties and examine work for precision, neatness, and conformance to policies and procedures; study and standardize procedures to improve efficiency of subordinates.
• Adjust errors and respond to concerns.
• Keep records of room availability, rates, etc.
• Make, confirm and cancel reservations, usually over telephone, fax or other reservation system.
• On a daily basis, complete travel agent commissions, block rooms for V.I.P.’s, and “set the house” (balance and assign rooms).
• Track and bill “no‑show” guests.
• Understand and enforce hotel and company credit policies.
• Utilize yield management policies to maximize revenue and occupancy and work closely with sales department to implement strategies to maximize room revenue.
• Other duties as assigned.
• Answer all phone calls promptly and in a courteous manner.
• Be knowledgeable of current rates, marketing specials, hotel operations and other information necessary to answer guest inquiries.
• Know the layout of the hotel including all room types, suites and meeting rooms. Have a complete working knowledge of the reservation functions in the hotel.
• Be aware at all times of the selling status of the hotel.
• Have a complete knowledge of our special rates and packages and know which benefits are included in each.
• Secure all required information from the guest when making a reservation.
• Understand and follow reservation policy pertaining to guarantees, cancellations and no‑shows and communicate them clearly to each guest.
• Follow up on any guest requests to ensure satisfaction in a friendly and professional service style.
• Process all advance deposits on future reservations, and post each deposit to guest’s reservation.
• Balance shift audit and run necessary reports daily.
• Handle daily correspondence; respond to inquiries and make reservations as needed, maintain correspondence files, mail out brochures as requested.
• Be aware of, and adhere to the rules and regulations of the hotel and the Reservations department.
• Plan and participate in departmental meetings assisting in development of daily operations and the overall reservation department and related areas.
• Create and maintain positive relationships with all other departments and know how they relate to the reservations department.
• Be knowledgeable of spa including basic service treatments, rates and any other information necessary to answer guest inquiries.
• Assist with inputting weekend third‑party reservations such as internet and wholesale.
• Perform daily office duties and any other projects assigned by managers.

• Communicate effectively, both verbally and in writing, to provide clear direction to the venue teams.
• Use a positive and clear speaking voice, listen to and understand requests, respond with appropriate actions and provide accurate information.
• Remain calm and alert, especially during emergency situations and/or heavy restaurant activity, serving as a role model for team and interacting with other department personnel and venue staff as needed.
• Make decisions and take actions based on previous experience and good judgment, sometimes revising procedures to accommodate unusual situations.