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Hotel Front Office Supervisor

Company: Merlin Entertainments
Location: Winter Haven
Posted on: March 16, 2023

Job Description:

Hotel Front Office Supervisor

About us...

LEGOLAND Florida Resort is a 150-acre interactive theme park dedicated to families with children between the ages of 2 and 12. With more than 50 rides, shows, and attractions, and uniquely themed LEGOLAND Water Park, LEGOLAND Hotel, and LEGOLAND Beach Resort inspired by the LEGO and DUPLO brands, LEGOLAND is geared towards family fun!

LEGOLAND Florida Resort is part of Merlin Entertainments plc. A business built on fun, Merlin is a global leader in location based, family entertainment. As Europe's Number 1 and the world's second-largest visitor attraction operator, Merlin now operates over 100 attractions, 15 hotels, and 6 holiday villages in 24 countries and across 4 continents. Our aim is to deliver unique, memorable, and rewarding experiences to millions of visitors across our growing estate of the best known names in global leisure.

About the role...

Responsibility for the effective daily operation of the Front Office area and team (including but not limited to team engagement and team development) in the Hotel in regards to welcoming guests with a focus on quality of service, and memorable guest experience through the pre-planning, arrival and departure processes as well as all other services required throughout the guests' stay. The role will ensure the alignment of all Front Office service standards and operating procedures with the wants and needs of hotel guests as well as company quality standards, and immediately responding to and resolving guest concerns.

What you'll be doing...

---Directly oversees and coordinates the day-to-day activities and operational effectiveness of the Front Office Team.
---Monitors and reviews guest interactions and feedback with the Front Office Team to ensure unwavering adherence to service standards, policies, and processes with a focus on the guest experience.
---Maintain adequate scheduling to ensure necessary coverage in order to maintain minimal guest wait times, timely responses and follow-up to all guest requests or concerns.
---Work with the hotel teams to streamline the flow of communication and operational processes related to all departments within the Resort with a focus on efficiency and guest convenience.
---Assist in developing, implementing and monitoring all training, hiring and performance evaluation initiatives within the Front Office to ensure continued growth and development of team members.

---Responsible for pre-arrival planning with a focus on the collection of arrival times, guest preferences, and the pre-assignment of all accommodations.
---Responsible for the arrival and departure processes, and other services required throughout the guests' stay, maintaining adequate scheduling to ensure necessary coverage, minimal guest wait times, timely response and follow-up to all guest requests and concerns.
---Identify and plan for contingencies as required

--- Adhere to and maintain all policies relating to LEGOLAND Florida Resort. These controls include primary responsibility for the safeguarding of cash and Hotel revenues.
---Exceed targets within company set-out formal audits including Guest Experience, Health & Safety, HR, Finance and Control, and Operations.
---Ensure the team is engaged and motivated using group tools and programs such as recognition programs, and annual engagement surveys
---Ensure all aspects of the hotel are consistent with the corporate brand image.
---Effectively manage all queries ensuring confidentiality where appropriate.
---Promote the company image via professional and supportive Hotel Team services.
---Review and respond to guest related feedback as well as resolve and/or address to proactively avoid reoccurrence, and provide analysis of guest complaints and follow-up actions.
---Assist the Front Office Manager with relevant department budgets, preparing forecasts monthly and compiling to submit annually while working closely with direct reports to bring budgets within frame.
---Ownership, understanding, and awareness of costs and gross profit results at the hotel, with responsibility for actual position versus budget and YOY results.
---Monitor variances in costs, change, trends and adjust and address accordingly.
---Monitor, analyze and inform the teams of changes in the cost of goods/services to ensure we are offering guests high quality products while contributing to a profitable Resort.
---Assisting the departments in the achievement of Company standards for guest satisfaction while ensuring maximum profitability is achieved through tight specifications, and working with the hotel teams.
---Ensure that all commodities are ordered, received, checked and stored correctly in accordance with Company Standards for all departments.
---Ensure the security of the Hotel is compliant to the Merlin Operating Manual and play an integral part in assisting with emergencies.
---Attend Company training programs to develop capabilities to help the organization in managing the hotel's Front Office operations.
---Develop and propose programs/initiatives focused on streamlining the flow of communication and integration of processes within the Hotel and the Resort.
---Develop and lead a professional, efficient, and effective team with a focus on quality of service, and the delivery and development of the guest experience. Act as a role model in leading this through The Merlin Way.
---Manage team turnover within group targets.
---Assist in the hiring, training, development, performance management, team building and other culture and people management activities.
---Manage all training needs and carry out appropriate training.
---Function as a stakeholder in terms of climate survey results within the department at the Hotel, and implement an action plan to improve YOY.
---Ensure adherence to policies and procedures effectively managing and documenting employee relations.
---Ensure Opening and Closing procedures are adhered to in accordance with Company standards.

Who we're looking for...

---Strong and empowered management competency level, commitment, drive, energy and positive approach to new and fresh challenges.
---Requires at least 1 year of Hotel front office operations with a recognized qualification or previous significant operational experience in order to lead the team to manage the day to day operational complexities within the department.
---Leading multi-discipline teams members.
---Strong guest service, interpersonal and supervisory skills are required.
---Exhibits patience, flexibility, and the ability to work effectively in a fast paced environment.

A Hospitality degree or bachelors in business, hotel management (or equivalent education and experience) is preferred.

Where you'll work...

LEGOLAND Florida, 1 Legoland Way
Winter Haven, Florida, 33884
United States

What you'll get...

In addition to a fun and friendly environment, you will also find: competitive salary free entry to LEGOLAND Florida Resort (which also extends to family and friends) 30% discount on LEGOLAND Florida Resort food, beverage and retail products, tuition assistance, free unlimited usage of the local transit system

Furthermore you will enjoy continuous support and opportunities to branch out and develop your career within LEGOLAND and Merlin Entertainments !

Here at Merlin Entertainments we are proud to have a diverse workforce, and we're all about providing equal opportunities to the whole team. Because of this we are committed to an active all together programme which starts with our recruitment and selection process.

Keywords: Merlin Entertainments, Lakeland , Hotel Front Office Supervisor, Other , Winter Haven, Florida

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