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Front Desk Supervisor

Sheraton Old San Juan Hotel

100 Brumbaugh Street
San Juan, PR 00901

240 Room Hotel
Managed By Driftwood Hospitality Management

Compensation: $14.00 per hour, Full-Time

Job Summary

The Front Office Supervisor represents and executes the Brand and Service Standards the Hotel stands by. Ensures the arrival and check in experience for the guest is warm and welcoming, registering and assigning rooms to guests promptly and efficiently.  Answer inquiries about hotel services, amenities, shopping, dining, entertainment, and travel directions.

Takes accountability for the resolution of guests’ concerns and service opportunities, in accordance to the Hotel's Empowerment expectations. Drives Marriott Bonvoy Enrollments and ensures monthly enrollment goals are met.  Knowledgeable and engaged on initiatives to increase Guest Service Scores.

Schedule availability must include AM, PM, and Overnight shifts.

Essential Job Functions

This description is a summary of primary responsibilities and qualifications. The job description is not intended to include all duties or qualifications that may be required now or in the future. The Hotel operates 24 hours a day and 7 days a week, so operational demands require variations in shift days, starting times, and hours worked in a week.

• Communicate effectively both verbally and in writing to provide clear direction to staff. Assign and instruct front desk clerks in details of work. Observes performance and encourages improvement.

• Greets guests immediately with a friendly and sincere welcome. Use a positive and clear speaking voice, listen to and understand requests, respond with appropriate actions and provide accurate information such as outlet hours and local attractions.

• Promptly complete registration process by inputting and retrieving information from a computer system, confirming pertinent information including number of guests and room rates. Make appropriate selection of rooms based on guest needs. Code electronic keys. Nonverbally confirm the room number and rate. Provide welcome folders containing room keys, certificates, and coupons as appropriate. Close out guest accounts at time of check out. In the event of dissatisfaction, negotiate compromise, which may include authorizing revenue allowance. Requires standing and continual mobility throughout front office area.

• Verify and imprint credit cards for authorization using electronic acceptance methods. Handle cash; make changes and balance as assigned house bank. Accept and record vouchers, travelers’ checks, and other forms of payment. Perform accurate, moderately complex arithmetic functions using a calculator. Post charges to guest rooms and house accounts using the computer.

• Promptly answer the telephone using a positive and clear English language. Input messages into the computer. Retrieve messages and communicate the content to the guest. Retrieve mail, small packages and facsimiles for customers as requested.

• Remain calm and alert especially during emergency situations and/or heavy hotel activity, serving as a role model for clerks and the other employees. Resolve customer complications and complaints by conducting thorough research of the situation and the most effective solutions. Make decisions and take action based on previous experience and good judgment, sometimes revising procedures to accommodate unusual situations. Authorize revenue allowances to remedy problems only after other alternative solutions have been offered.

• Manage Third Party Internet billing and arrivals. Prepare group arrivals. Prepare pre-arrival packets as requested/required. Anticipate flow of arrivals and take necessary steps to ensure smooth check in/out.

• Train new agents in daily duties including cash handling procedures, use of CRM Toolbox, organization of hotel. Ensure compliance with all brand standards. Coordinate and track successful completion of training on PMS system.

• Monitor and track time and attendance of associates. Reinforce attendance policy with staff; recommend progressive discipline procedures associates who are not in compliance with standard.

• Take actions to ensure high Associate Satisfaction scores as measured by the Associate Opinion Survey. Work with other supervisory and management staff to address all areas to ensure consistent quality work environment.

• Be familiar and able to perform duties on all shifts, including Night Audit and Operator.

• Turns in all lost and found items and all guest room keys.

• Adheres to all company policies and procedures.

• Follows safety and security procedures and rules.

• Knows department fire prevention and emergency procedures.

• Utilizes protective equipment.

• Reports unsafe conditions to management.

• Reports accidents, injuries, near-misses, property damage or loss to management.

• Provides for a safe work environment by following all safety and security procedures and rules.

• All team members must maintain a neat, clean and well groomed appearance. (Specific standards outlined in team member handbook).

• Assists other Front Desk Personnel when need.

• Perform any related duties as requested by management.

Knowledge, Skills & Abilities

• At least two (2) years of experience in Hotel Front Office and / or Hospitality Service. Any combination of education and experience equivalent and graduation from high school or any other combination of education, training or experience that provides the required knowledge skills and abilities. High school diploma preferred.

• Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger, collect accurate information and help resolve conflicts.

• Two years combined prior front desk and supervisor experience.

• Considerable skill in the use of a calculator and prepare moderately complex mathematical calculations without error.

• Ability to read, listens, and communicates effectively in English, both verbally and in writing.

• Ability to access and accurately input information using a moderately complex computer system.

• Hearing and visual ability to observe and detect signs of emergency situations.

Physical Demands

• Ability to stand and move throughout front office and continuously performs essential job functions.

• Standing 95% of shift

• Lifting up to 25 pounds maximum.

• Occasional twisting, bending, stooping, reaching, standing, walking.

• Frequent talking, hearing, seeing and smiling.


  • 401(k)
  • Dental insurance
  • Disability insurance
  • Employee assistance program
  • Flexible spending account
  • Health insurance
  • Life insurance
  • Paid time off
  • Vision insurance
  • Room Discounts
  • Employee Food and Beverage Discounts

EEO: Driftwood Hospitality Management is committed to a diverse and inclusive workplace. We are an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, pregnancy, genetic information, protected veteran status, or any other legally protected status.

Posted November 17, 2023

Sheraton Old San Juan Hotel

Experience Old San Juan Historic District from our hotel

The Sheraton Old San Juan Hotel is situated in the heart of historic and romantic old San Juan. We are ideally located on the waterfront, just a few moments from the docking point of grand cruise ships. Our hotel is just steps away from world-class shopping, dining and entertainment. A myriad of restaurants, art galleries, museums and upscale stores will suit any taste. Plus, we are only six miles from the International Airport, so you can spend your time relaxing, not traveling. Come and enjoy our unique combination of modern comforts and old-world charms at the Sheraton Old San Juan Hotel.

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