Front Desk Supervisor

About Yurbban Hospitality Group

At Yurbban, we don’t just offer accommodation, we create moments worth remembering. We are a hotel group with soul, where hospitality, sustainability, and authenticity go hand in hand. We are driven by the desire to surprise, to do things right, and to enjoy the process along the way.

WOW, CONSCIOUS, HONEST, PASSION, and TEAM are much more than just words: we love to innovate, we care for people and the planet, we act with transparency, we give 100% in every challenge, and above all, we work together to achieve it.

Being part of Yurbban means growing in an environment where ideas matter and good vibes are part of our DNA. We operate hotels and restaurants in Barcelona, Madrid, Seville, San Sebastián, Miami, Chía, and Bogotá, with a clear purpose: to make every experience unique.

Under the guidance of Hotel Manager, ensure Guest Services runs as an efficient and organized unit; act as the main contact/service center for internal and external guests; increase communication between departments throughout the property by coordinating the process of receiving and resolving guest issues and requests. Gain guest loyalty by utilizing the provided systems and tools consistently and efficiently while providing leadership and direction for the Front Office Department, including training, motivating and managing the employees.

• Supervise Front Office employees to ensure prompt and complete resolution of guest calls and requests
• Monitor Trip Advisor campaigns, VIP arrivals, breakfast coupons, Office supply inventory and Commission reconciliations
• Oversee the Front Office Department operation and ensure all telephone calls/inquiries are answered within three rings and using proper telephone etiquette
• Ensure each employee is expected to carry out, within their capabilities, all reasonable requests by management
• Track all guest issues from various sources and report results. Identify trends for resolution
• Address complaints; serve as Manager on Duty as needed
• Ensure all guest requests/issues are logged
• Track and maintain records of all guest issues and recovery from Tripadvisor/Guest Alerts/Glitch Log in HUBOS (once implemented)
• Monitors and reviews guest comments via the Review Pro/Trust You to identify areas for improvement and shares with staff to assist in improving guest satisfaction, guest relations and guest loyalty scores and responds directly to guest as necessary
• Ensure that all department equipment is in proper working condition and that department areas and storerooms are clean
• Perform departmental administrative duties
• Assist in recruitment, hiring, training, orientation of and communication to department personnel
• Schedule and supervise staff to ensure prompt, friendly, and attentive service
• Ensure compliance of brand standards, operating procedures and policies
• Facilitates the training and development of all employees to Yurbban Hospitality Group standards

• Bachelors Degree preferred. High School Diploma or equivalent required
• Minimum two (2) years of management experience in a Front Office Leadership role, preferably in an upscale or lifestyle brand hotel
• Proven team leader with a high level of energy and motivation with a proven track record of living the company's values
• An intermediate to proficient understanding of Computer systems such as:
  Roommaster, Lightspeed, HUBOS, Microsoft Word, Excel & Outlook is preferred
• Enter and locate work related information using computers and/or point of sale systems
• Ability to spend extended lengths of time viewing a computer screen
• Possess a gracious, friendly, and fun demeanor
• Ability to multitask, work in a fast-paced environment and have a high level attention to detail
• Maintain positive and productive working relationships with other employees and departments
• Ability to work independently and to partner with others to promote an environment of teamwork

This position requires fully availability during mornings and afternoons, shift of 8 hours could be arranged between 6:00 am to 12:00 am, weekends required.

Miami South Beach, FL.