Front Office Supervisor (Long Bay Village)

Our Company & Our Property

Auberge Resorts Collection is a portfolio of extraordinary hotels, resorts, residences, and private clubs. While each property is unique, all share a crafted approach to luxury and bring the soul of the locale to life through captivating design, exceptional cuisine, and spas, and gracious yet unobtrusive service. With hotels and resorts across three continents, Auberge invites guests to create unforgettable stories in some of the world’s most desirable destinations. Please visit aubergeresorts.com to learn more about our Collection.  Follow us on Facebook, Twitter, and Instagram: @AubergeResorts and #AlwaysAuberge.

About Malliouhana, Auberge Resorts Collection

Malliouhana, on the Caribbean Island of Anguilla, has been part of Auberge Resorts Collection since November 2014. The legendary winter destination for the jet-set crowd is known for its iconic location high over Meads Bay and Turtle Cove and sweeping 360-degree views of the Caribbean. 63 rooms and suites blend the warmth and gracious hospitality of the Caribbean with stylish spaces that create a sense of togetherness. An all new toes-in-the-sand restaurant, Leon’s at Meads Bay, joins Celeste and Bar Soleil overlooking white-sand beaches, along with the iconic two-tiered infinity swimming pool and new Spa at Malliouhana. 

Role Summary

Join our team as a Front Office Supervisor serving the needs of the business, our guests, and our colleagues by supporting our Front Office Department and assisting the Front Office Manager with the planning, organization, development, and direction of the Front Office sub departments including Front Desk, Night Audit, Personal Explorer, PBX, and Bell Desk.

Core Responsibilities

Please note that this is not an exhaustive list of everything that needs to be done. Malliouhana employees always find new ways to look after the business, their guests, and their colleagues. Within this, the key responsibilities for this position are:

• Maintain Guest Experience Goals.

• Manage day-to-day operations, ensuring the quality and operational outlines meet and exceed the guest expectations on a daily basis.

• Supervise daily shift processes ensuring all team members adhere to standard operating procedures.

• Assist with the overall organization & operation of the Guest Services Department, Concierge/Personal Explorer Department, PBX and Night Audit. 

• Participate in all the duties of the Guest Services Agent.

• Oversee the production of the work schedule based on forecasted hotel occupancy, scheduled events, holidays, etc. Ensure to work with department managers to modify as deemed necessary

• Assist in the hiring, selection, and training of new Front Office associates according to Auberge training standards.

• Assist in the preparation and conducting of all Front Office sub- department meetings.

• Ensure all guest complaints or problems are handled immediately, ensuring guest satisfaction. Ensure all managers, supervisors and team members are documenting all service issues utilizing the Guest Incident Report template for communication purposes. 

• Review Malliouhana’s Unifocus Results Daily

• Identify service issues, whether or not issues were resolved to guest satisfaction, identify any negative & positive comments, and if agents are mentioned by name. Handle results accordingly with the rewards program or disciplinary action.

• Investigate any unresolved issues by collecting all facts. Work with specific department managers and contact guests via telephone or e-mail to apologize and resolve issues to guest satisfaction. 

• Document and follow up with any guest or associate incidents involving: injuries, property damage, or theft with Incident Report template for security and communication purposes. 

• Document any employee issues as they occur and implement disciplinary action whenever needed.

• Cut department costs whenever possible including – labor, supplies, and utilities. 

•  Adhere to established labor standards and minimize overtime as much as possible.

• Continue to update and develop additional standardized operating procedures, job descriptions, and training programs as deemed necessary. 

• Communicate pertinent guest information to designated departments and personnel.

• Ensure any irregularities and discrepancies are recorded in the departmental log book and brought to the attention of the MOD and/or General Manager.

• Act as an ambassador of the hotel by providing Guests any reservation, information, amenities, area attractions, spa, and dining booking, as needed.

• Be the acting Manager in lieu of the Front Office Manager or Director of Rooms when handling guest issues.

• Any other duties as assigned/required.

Skills and Abilities

• Ability to clearly and pleasantly communicate in English, both orally and in writing, using proper grammar and spelling, with guests and team members, both in person and by telephone.

• Ability to perform assigned duties with attention to detail, speed, accuracy, follow through, courtesy, cooperativeness and work with minimum supervision.

• Ability to interact in a polite, professional, and engaging manner with guests and team members.

• Ability to work a flexible schedule that may include evenings, weekends and holidays.

• Ability to think clearly and remain calm under pressure and in stressful situations.

Qualifications and Experience

• Minimum of one year as a Front Office Supervisor or equivalent for a luxury hotel.

• Hospitality Certificate or Degree preferred.

Physical Demands

• Must be able to stand for at least 8 hours.

Department: Front Office
This is a management positions position