Front Desk Supervisor

Rosewood Hotels and Resorts is looking for a Front Desk Supervisor. The Front Desk Supervisor supports the Director of Front Services in administering front office functions and supervising associates on a daily basis. Front office area include: Bell Attendant, Door Attendant, Elevator Operator, Concierge and Front Desk associates. The Supervisor is also responsible for greeting, checking-in/out hotel guests courteously and efficiently, process all payments according to established hotel requirements, make recommendations, advise and sell rooms and related services, provide information to any guest or visitor inquiry.

• Supervises day-to-day operations, ensuring the quality, standards and meeting the expectations of the customers on a daily basis.
• Handles complaints, settling disputes, and resolving grievances and conflicts with guests and patrons.
• Ensure that current information on rates, packages and promotions are available at the Front Desk and that all associate is knowledgeable on such.
• Assist Accounting in researching all disputed charges and contact guests where required to explain disputes regarding Front Desk procedures.
• Maintain complete knowledge of and comply with all departmental policies, service procedures and standards.
• Respond in courteous, professional and rapid manner in order to resolve all guest and associate concerns.
• Models the company’s culture, vision, mission and core values at all times.
• All other duties as required.
• Comply with quality assurance expectations and standards as directed by management (Forbes and LQA).
• Maintain confidentiality of guest information and pertinent hotel data.

• Bachelor’s degree or equivalent work experience.
• Minimum 2 year experience in a similar capacity for a luxury or ultra-luxury property.
• Strong command of both spoken and written English with fluency in other languages preferred.
• Excellent interpersonal relationship with positive attitude and ability to work cohesively as part of a team.
• Detail oriented and hands on, being able to maintain an organization in a multi-tasking environment.