Job Overview
Divi Carina Bay Beach Resort & Casino is seeking a dynamic, guest-focused Front Office & Activities Supervisor to support and oversee daily front office operations while assisting in the coordination of resort activities and guest engagement programs.
This position is responsible for ensuring seamless front desk, bell services, PBX, and recreational operations while delivering exceptional guest experiences. The ideal candidate is a hands-on leader with strong organizational skills, a hospitality mindset, and the ability to create a fun, professional, and service-driven resort environment.
Key Responsibilities
- Supervise daily Front Office, Bell Services, Activities, and back-office operations to ensure smooth guest arrival, stay, and departure experiences.
- Ensure compliance with all SOPs including front desk operations, billing, key control, cash handling, credit card authorizations, and guest account accuracy.
- Oversee arrivals, departures, room assignments, VIP handling, special requests, and resolution of room discrepancies.
- Maintain effective communication with Housekeeping regarding room status, readiness, and late checkouts.
- Monitor PMS/operational systems (VERSA) for guest notes, reservations, task tracking, and reporting accuracy.
- Maintain a strong presence at the front desk during peak periods and support staff with escalated guest issues.
- Deliver consistent service excellence by ensuring prompt, professional handling of guest inquiries, complaints, and special requests.
- Promote positive guest engagement and uphold resort service standards at all times.
- Support and coordinate daily resort activities, entertainment, and guest programming in collaboration with the Activities team.
- Ensure recreational areas (pool, beach, fitness center, mini golf, pickleball, shuffleboard, etc.) are clean, safe, and guest-ready.
- Encourage guest participation in activities through active promotion and engagement.
- Assign daily tasks, support staff training, and ensure accountability across Front Office and Activities teams.
- Conduct shift briefings, review handover notes, and ensure all operational updates are communicated.
- Ensure lobby and public areas remain clean, organized, and properly maintained.
- Track and resolve guest issues, submit incident reports, and communicate VIP/group arrivals to management.
- Monitor supplies and inventory for both Front Office and Activities and submit requests as needed.
- Support weekly and month-end reporting, including audits, billing accuracy, and system updates.
- Attend weekly department heads meetings in absence of the Manager or upon request.
Qualifications
- Proven experience in hospitality management or hotel front desk operations, preferably within a resort setting.
- Strong background in customer service with excellent communication skills; bilingual or multilingual capabilities are a plus.
- Familiarity with hotel management systems, reservation software, and multi-line phone systems.
- Experience with night audit procedures and guest relations is highly desirable.
- Demonstrated leadership skills with the ability to supervise staff effectively and motivate teams in a fast-paced environment.
- Knowledge of hospitality standards, guest services protocols, and phone etiquette essential for success in this role. Join us to lead an enthusiastic team dedicated to creating memorable experiences for every guest! Your passion for hospitality combined with your leadership skills will help elevate our resort’s reputation for outstanding service and vibrant activities.
Pay: $20.00 - $22.00 per hour
Benefits:
- Dental insurance
- Employee discount
- Flexible schedule
- Food provided
- Health insurance
- Life insurance
- Paid time off
- Vision insurance
Work Location: In person
