What are the responsibilities and job description for the Front Desk Supervisor position at Coco Key Hotel & Water Resort?
CoCo Key Hotel and Water Resort is a family-friendly hotel with 392 spacious guest rooms and a one-of-a-kind 54,000 sq. ft. canopy-covered/outdoor water park located on Orlando's iconic International Drive. Along with exhilarating water slides and refreshing swimming pools, our International Drive hotel is home to a 6,500 sq. ft. arcade, two restaurants, an on-site convenience store, fitness center and more. As a proud Universal Partner Hotel, CoCo Key Hotel and Water Resort provides a scheduled shuttle service to Universal Orlando Resort™ and SeaWorld® Orlando, or hop on the I-Ride Trolley to cruise the shops and attractions along the International Drive corridor. Enjoy great value and premium amenities just minutes from the thrilling theme parks and Central Florida's best shopping.
As the Front Desk Supervisor you will play a key role in ensuring a smooth and welcoming experience for guests from arrival to departure. This position is responsible for supervising front desk staff, overseeing daily operations, and handling escalated guest issues while maintaining a high standard of service. The ideal candidate is customer-focused, organized, and skilled in hospitality operations.
Key Responsibilities:
- Supervise and support front desk team members during daily operations
- Ensure seamless guest check-in and check-out experiences
- Address and resolve guest inquiries, concerns, and complaints professionally and promptly
- Train, mentor, and schedule front desk associates to meet service standards
- Monitor room availability, occupancy, and rate information
- Coordinate with housekeeping, maintenance, and other departments to ensure guest satisfaction
- Oversee cash handling, credit transactions, and ensure billing accuracy
- Maintain accurate guest records, logs, and shift reports
- Operate and troubleshoot the Property Management System (PMS)
- Assist with the implementation of hotel policies, procedures, and service initiatives
- High school diploma or equivalent required.
- Previous experience in customer service or hospitality preferred.
- Strong communication and problem-solving skills.
- Proficiency in hotel reservation systems and basic computer skills.
- Friendly and approachable demeanor with a focus on customer service.
- Ability to handle stressful situations calmly and efficiently.
- Flexible availability, including nights, weekends, and holidays.
Benefits:
- Health Insurance
- Vision Insurance
- Dental Insurance
- Tuition Reimbursement
- Holiday Pay
- Paid Vacation