Company Introduction:

Our team members are the true soul of our company. We think differently. About travel, but also about the ways in which we deliver on our promise to engage, delight, awaken and challenge our team members as well as our guests. We are deeply committed to the foundation of core values that molds our interactions with everyone we encounter – our guests, our clients, our team and our communities. We create engaging, impactful environments that connect people and place, awaken the spirit, and allow team members with talent, integrity and heart to thrive. We believe our team members are the true soul of our company. We invite you to join us on this journey.

Property Introduction:

Introducing Orlando’s most colorful hotel, a luxury lifestyle experience at the heart of a smart city with soul. Infusing state-of-the-art technology, inspired food and beverage concepts and World-class wellness opportunities Lake Nona Wave Hotel is truly unexpected. At the heart of Orlando’s most desirable communities, we inspire happiness in our guests and in each other. We excel at innovation, we create connections and we believe in the power of relationships. Be part of something special, join the opening team of the one and only Lake Nona Wave Hotel and let’s innovate together!

Discover what Life at Wave is really like on our Instagram channel @lifeatwavehotel

Job Overview:

This position will provide exceptional service to both internal and external guests at all times. S/he will be responsible to assist in providing leadership, guidance and support to the front desk team in the areas of guest service, training, scheduling and performance management for the overall successful day-to-day operations. S/he often provides the first point of contact for guests and is responsible for creating an excellent, memorable first impression. The Front Desk Supervisor is fully committed to ensuring that all procedures are performed to the department and property standards and serve as an ambassador for the property.

Essential Functions :

• Demonstrate the ability to effectively interact, coordinate and communicate through daily pre-shift meetings with all team members of high guest impact areas (i.e. reservations, guest services, housekeeping, etc.) to ensure a smooth arrival through departure experience for all guests
• Be an expert and demonstrate knowledge of: all hotel features/services, hours of operations, room types, room rates, special packages and promotions, daily house count and expected arrivals/departures, room availability status, scheduled in-house group activities to anticipate and respond to guest inquiries promptly and accurately
• Champion, promote, and successfully track departmental and organizational initiatives e.g. upsell programs, Destination Delivers Program, etc.
• Ensure front desk agents properly complete required checklist items at the end of each shift
• Maintain and successfully execute departmental and hotel policies (to include but not limited to relocation procedures, safe deposit box procedures, auditing accuracy of cards with proper signatures, key control procedures, accurate billing, cashiering, safety, lost/found policy, etc.)
• Instills a calm, organized approach when interacting in stressful situations
• Approach internal and external guest opportunities with a sense of heartfelt care and urgency; provide prompt follow-up to ensure 100% guest satisfaction
• Ensure that sufficient staffing is present to meet the daily business demands
• Maintain confidentiality of guest information and follow proper protocol to secure and protect pertinent hotel data
• Foster and maintain strong, positive relationships with team members across all departments through communication and regular face-to-face interaction

• Assist management to recruit, hire, train, and successfully supporting and managing the talent of all new and existing team members

Qualifications :

• High school diploma or general education degree (GED or two to three years related experience and/or training; or equivalent combination of education and experience)
• Minimum of one-year supervisory experience in a high-volume setting preferred
• Previous hospitality experience in a Four Diamond quality organization preferred
• Previous experience with Windows, Office, and property management systems is highly desirable
• Must be able to understand, speak, read, and write in the basic English language
• Ability to effectively communicate and provide directions in a clear, concise, and professional manner in both verbal and written form
• Demonstrate ability to compute basic arithmetic

• Must be available to work, varied shifts and flexible schedules

Job Type: Full-time

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Employee discount
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Tuition reimbursement
• Vision insurance

Schedule:

• Day shift
• Holidays
• Night shift
• Weekend availability

Work Location: One location