Front Desk Supervisor

Rebel Hotel Company offers a guest-first, performance-driven Front Office culture in Miami Beach, FL (onsite). As a Front Desk Supervisor, you will partner with Front Desk Leadership and/or the General Manager to deliver attentive, courteous service before arrival and throughout each stay, while helping maximize room revenue and occupancy.

What you’ll do

• Assist Front Desk Leadership and/or the General Manager by providing efficient, friendly service to guests prior to arrival and throughout their stay.
• Maximize room revenue and occupancy by reviewing daily room status and monitoring key reporting tied to house count and rate efficiency.
• Analyze rate efficiency, monitor the credit report, and maintain close observation of daily house count.
• Oversee daily Front Office and Guest Experience Department operations, including supervision of Front Desk Agents and Bellmen.
• Respond to guest requests, problems, complaints, and accidents presented at the Front Desk or through Reservations, then follow up to support guest satisfaction.
• Serve as Manager On Duty in the absence of Director of Rooms, Housekeeping Manager, and General Manager.
• Motivate, coach, counsel, and discipline Front Desk personnel according to Rebel Hospitality SOPs, including delivering training using the company’s effective training steps.
• Support hiring by conducting Front Desk interviews and following Rebel Hospitality SOP hiring procedures.
• Complete 90-day and annual Front Desk performance appraisals per SOPs and maintain employee morale through ongoing training and support.
• Supervise Night Audit activities, monitor the House Charge Worksheet and Flash Report for accuracy, and participate in required MOD program scheduling.
• Oversee operational compliance, including cash handling, credit policy enforcement, purchase order processes, vouchering of invoices, and checkbook accounting.
• Coordinate Rooms Merchandizing meetings to help establish select sell guidelines and implement appropriate restrictions.
• Ensure end-of-month report dates are met (Central Reservations, Market Segment, AAdvantage, Travel Agent check registers, etc.) and submit worked hours for payroll compilation on a timely basis to Accounting.
• Prepare scheduling based on business forecast and payroll budget guidelines, present Wage Progress Reports weekly, and ensure no-show revenue is maximized through accurate billing.
• Operate Front Office systems, including software maintenance, report generation and analysis, and simple programming; monitor PBX console operation and enforce PBX SOP use.
• Greet guests according to Rebel Hospitality SOPs, ensure implementation of Rebel policies and house rules, manage Lost and Found procedures, maintain key control systems, and support VIP monitoring and special requests.
• Maintain accurate daily documentation and file systems for purchases, vouchering, schedules, forecasts, reports, and tracking logs.
• Attend required department and all-employee meetings, provide rotational training, review daily work and activity reports generated by Night Audit, and review log books and guest request logs daily.
• Assist with emergency procedures alongside the General Manager and Engineering Department and support corporate-sponsored programs (airline mileage, Triple Upgrade, VIP programs) in alignment with required standards and procedures.
• Handle guest laundry (property specific) and complete additional duties as required.

What you’ll need

• At least 2 years of progressive experience in a hotel or related field, or a two-year college degree with three or more years of related experience, or a four-year college degree with at least one year of related experience.
• Proficiency in Windows operating systems and company-approved spreadsheets and word processing.
• Opera Cloud preferred.
• Bilingual English & Spanish proficiency required.
• Must have a valid driver’s license from the applicable state.
• Ability to convey information clearly, select among alternative courses of action quickly and accurately, and maintain composure under pressure.
• Ability to anticipate, prevent, identify, and solve workplace problems as necessary.
• Ability to assimilate complex information from disparate sources and adjust it to meet constraints.
• Effective listening skills to understand and clarify guest and coworker concerns.
• Prior IHG or other major brand experience is preferred.

Technology

• Windows operating systems
• Company-approved spreadsheets and word processing
• Opera Cloud
• PBX console