Front Office - Guest Services Supervisor (Full Time)

Pacific Hospitality Group•Koloa, HI

30d

About The Position

Pacific Hospitality Group provides a unique value proposition to investors and team members through our owner/operator approach. We are a family-focused company committed to long term holds that enable us to grow our business and our team members. Our vision is to enrich people's lives by offering memorable experiences, giving back to our communities and honoring God in all that we do. We are focused on long-term value creation and sustainable growth. Our Guiding Principles: Integrity, Compliance, Value Creation, Principled Entrepreneurship, Customer Focus, Knowledge, Change, Humility, Respect, & Fulfillment what you will accomplish Lead by example in creating a welcoming and hospitable environment through every guest interaction, ensuring the highest level of service and professionalism. Oversee guest reservations, pre-arrival communications, and special requests to tailor personalized experiences aligned with our luxury brand. Monitor room availability, rates, and booking trends to maximize occupancy, while identifying upsell opportunities and executing them effectively. Accurately process and manage reservations through multiple platforms including Synxis, HMS, Revinate, and Sertifi. Respond to inquiries, resolve complaints, and manage escalations with empathy, urgency, and courtesy. Collaborate with other departments (Front Desk, Reservations, Housekeeping, Engineering, Sales) to ensure all guest needs are met. Handle group reservations and manage high-demand periods efficiently. Maintain guest information to enhance personalized experiences. Process payments, compute bills, and make changes to reservations as needed. Work under pressure during peak times, ensuring smooth operations. Follow all KoÊ»a Kea Hotel & Resort policies and procedures, maintaining a polished appearance and professional demeanor. Take responsibility for personal growth and development, maintaining a positive, team-oriented attitude. Perform other job duties as instructed by the department manager. what you will bring Knowledge of the English language to effectively communicate with guests, associates, and vendors. Knowledge of hotel departments and functions. Strong mathematical and computer skills, with proficiency in Microsoft Office and PMS software. Ability to actively listen, learn quickly, and manage multiple tasks in a fast-paced environment. Ability to maintain accuracy and attention to detail while handling guest interactions and requests. Ability to lift, push, and pull a minimum of 20 pounds and perform physical activities such as lifting, walking, and handling materials. Ability to remain calm under pressure and resolve issues with professionalism. Willingness to work evenings, weekends, and holidays based on business needs. Passion for providing excellent customer service with exceptional organizational skills.

Requirements

Knowledge of the English language to effectively communicate with guests, associates, and vendors.
Knowledge of hotel departments and functions.
Strong mathematical and computer skills, with proficiency in Microsoft Office and PMS software.
Ability to actively listen, learn quickly, and manage multiple tasks in a fast-paced environment.
Ability to maintain accuracy and attention to detail while handling guest interactions and requests.
Ability to lift, push, and pull a minimum of 20 pounds and perform physical activities such as lifting, walking, and handling materials.
Ability to remain calm under pressure and resolve issues with professionalism.
Willingness to work evenings, weekends, and holidays based on business needs.
Passion for providing excellent customer service with exceptional organizational skills.

Nice To Haves

Must have knowledge of all hotel departments and events.
Must have good mathematical and computer skills.
High school education and relevant training and experience required. Additional education is preferred.
Knowledge of local area required.

Responsibilities

Lead by example in creating a welcoming and hospitable environment through every guest interaction, ensuring the highest level of service and professionalism.
Oversee guest reservations, pre-arrival communications, and special requests to tailor personalized experiences aligned with our luxury brand.
Monitor room availability, rates, and booking trends to maximize occupancy, while identifying upsell opportunities and executing them effectively.
Accurately process and manage reservations through multiple platforms including Synxis, HMS, Revinate, and Sertifi.
Respond to inquiries, resolve complaints, and manage escalations with empathy, urgency, and courtesy.
Collaborate with other departments (Front Desk, Reservations, Housekeeping, Engineering, Sales) to ensure all guest needs are met.
Handle group reservations and manage high-demand periods efficiently.
Maintain guest information to enhance personalized experiences.
Process payments, compute bills, and make changes to reservations as needed.
Work under pressure during peak times, ensuring smooth operations.
Follow all KoÊ»a Kea Hotel & Resort policies and procedures, maintaining a polished appearance and professional demeanor.
Take responsibility for personal growth and development, maintaining a positive, team-oriented attitude.
Perform other job duties as instructed by the department manager.