Front Office Supervisor

HEI Hotels and Resorts•Lahaina, HI

About The Position

Assist the Front Office Manager in managing Front Office operations to achieve customer satisfaction, quality service, and compliance with corporate and franchise policies and procedures while meeting or exceeding financial goals. Ensure that guest arrivals, departures, and other guest interactions are handled efficiently and in a friendly manner. The role includes supervising and instructing guest service agents, serving guests at the front desk, processing transactions, and resolving guest concerns.

Requirements

One year of customer service experience in hospitality or a similar industry.
Ability to deal effectively with internal and external customers, including using patience, tact, and diplomacy to defuse anger, gather accurate information, and resolve conflicts.
Basic mathematical skills and ability to use a calculator to perform moderately complex calculations accurately.
Ability to access and accurately input information using a moderately complex computer system.
Ability to stand, walk, and continuously perform duties behind the front desk.
Ability to observe and detect signs of emergency situations, with or without reasonable accommodation.
Ability to communicate verbally and in writing and prepare complex reports of room availability and revenues generated.
Ability to establish and maintain effective working relationships with associates, customers, and patrons.
Effective verbal and written communication skills, including adapting communication style to different audiences.

Responsibilities

Communicate clear directions to staff verbally and in writing; assign and explain work to guest service agents, observe performance, and encourage improvement.
Greet guests promptly and warmly, listen to requests, provide accurate information, and respond appropriately.
Complete guest registration, select rooms based on guest needs, code electronic keys, and provide welcome materials as appropriate.
Promote HEI Hotels and Resorts and brand-specific marketing programs.
Close out guest accounts, verify and authorize credit cards, handle cash and other forms of payment, balance an assigned house bank, and post charges to guest and house accounts.
Answer the telephone, enter and retrieve guest messages, and retrieve mail, small packages, and facsimiles for guests as requested.
Remain calm and alert during emergencies and periods of heavy activity, serving as a role model for clerks and other associates.
Research and resolve guest complications and complaints, using judgment to determine effective solutions and authorizing revenue allowances only after other alternatives have been offered.
Comply with attendance rules and maintain regular availability for work.
Perform other job-related duties as assigned.