Front Office Supervisor (Sheraton Vistana Resort)

Job Description: Vistana Signature Experiences, Inc. (Vistana) is a leading developer, owner and operator of 22 high-end vacation ownership resort properties. Founded in 1980, Vistana is the exclusive licensee of the Sheraton and Westin brands in vacation ownership and uses related trademarks under license from Starwood Hotels & Resorts Worldwide, Inc. Vistana offers its more than 220,000 owners Gold status in the industry-leading Starwood Preferred Guest (SPG) program and drives value for guests by delivering exceptional levels of service and programming that are unique to the brands and distinct in the market. Headquartered in Orlando, Florida, Vistana is an operating business of ILG, Inc. (Nasdaq: ILG), a leading global provider of professionally delivered vacation experiences. For more information, please visit: . Property/Location Sheraton Vistana Resort - 8800 Vistana Centre Dr, Orlando, FL 32821 Sheraton Vistana Resort has soothing fountains and world-class amenities are just minutes away from the best of Orlando's attractions, making this the perfect place for you to create unforgettable vacation experiences for our guests. Job Description Coordinates the successful daily operations of the Front Office to ensure team members deliver services within required standards providing high quality customer service levels to ensure guest satisfaction. Monitors Front Office team job-related activities and evaluates their needs to assure that all operations are conducted in a smooth, efficient, and productive manner, exercising care, diligence, and following prescribed hospitality, safety, and secure guidelines. Maintains constant contact with Front Office Team Members and monitors their contact with guests to ensure all guests and owners are assisted in an efficient and courteous manner. Ensures team delivers services within required standards by evaluating guests' needs, issues, and following up to ensure high levels of guest satisfaction. Monitor Front Office Associates to ensure a seamless arrival and departure experience for guests and owners while providing high quality customer service levels to ensure guest satisfaction. Responds to our guests' questions, complaints, comments, and requests in a courteous and professional manner. Resolves or refers to Management if necessary all guest concerns, complaints, or suggestions in a continuous effort to provide superior guest service. Follows up on guests' concerns and requests to ensure adequate completion. Communicates with other departments to solicit their assistance when necessary to accomplish company and departmental goals. Conducts daily pre-shift meetings and assists in coordinating departmental meetings to update team members of events and activities that affect the property or guest satisfaction. Remains current on issues and trends relevant to the resort and ensures these are communicated to the Front Office team members. Provide ongoing training and support to Front Office Associates under his/her leadership to ensure that standards, policies, and procedures are met. Evaluates Front Desk Associates' performances and coaches them as needed. Reinforces good performance and addresses needs for improvement. Make recommendations to management regarding development, training, and corrective action of team members. Creates a work environment that motivates personnel satisfaction and retention. Supports company and resort recognition and training programs. Follow established checklist and provide a complete report to management on daily activities. Supervise team in all job-related activities. Requirements * One to two years' experience in Hotel/Resort Front Office. * Supervisor experience preferred. * Vacation Ownership experienced preferred. * Must be able to speak, read, write and understand the primary language(s) used in the workplace. * Requires good communication skills, both verbal and written. * Must be detailed oriented with good organizational and communication skills. * Must have excellent customer relations skills and leadership capability. * Must be able to assist in coordinating a seamless arrival and departure experience for owners and guests (400 to 700 arrivals and departures every Friday, Saturday, and Sunday). * Must be able to work all shifts, weekends, holidays & special events as needed. * Must possess intermediate to advanced knowledge of office software and computer skills in order to become proficient with our property management systems. * Ability to communicate with others and inform line employee of hotel and departmental goals and objectives, motivate self and staff to achieve those goals, respond to guest requests and business volume quickly and efficiently * In the absence of higher Management, the Front Office Supervisor will be responsible for the Front Office operations when scheduled. * Works closely with Guest Services Supervisors and provide assistance as needed. * Participates in Resort Leadership functions as needed (Genero...