Front Office Supervisor

HEI Hotels & Resorts•Lahaina, HI

7d•$34 - $36

About The Position

The Front Office Supervisor assists 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. The role ensures that guest arrivals, departures, and other guest interactions are handled efficiently and in a friendly manner. The supervisor provides direction to guest service agents, supports front desk and registration activities, handles guest payments and inquiries, and addresses complaints and complications. The role also requires maintaining composure during emergencies or periods of heavy hotel activity and modeling appropriate conduct for clerks and other associates.

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, collect accurate information, and resolve conflicts.
Basic mathematical skills and considerable calculator skill 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 work 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 on room availability and revenues generated.
Ability to establish and maintain effective working relationships with associates, customers, and patrons.
Effective verbal and written communication skills.
Ability to adapt communication style for different audiences, including supervisors, coworkers, and the public.

Responsibilities

Communicate clearly with staff, assign and explain work to guest service agents, observe performance, and encourage improvement.
Greet guests promptly and warmly; listen to requests, respond appropriately, and provide accurate information about outlets and local attractions.
Complete guest registration using the computer system, confirm guest and room information and rates, select rooms based on guest needs, code electronic keys, provide welcome materials, and close guest accounts at checkout.
Promote HEI Hotels and Resorts and brand-specific marketing programs.
Verify and imprint credit cards for authorization; handle cash, make change, balance an assigned house bank, and accept and record vouchers, traveler’s checks, and other payments.
Perform moderately complex arithmetic calculations and post charges to guest rooms and house accounts using the computer.
Answer telephone calls promptly, enter and retrieve messages, communicate messages to guests, and retrieve mail, small packages, and facsimiles upon request.
Remain calm and alert during emergencies and periods of heavy hotel activity, serving as a role model for clerks and other associates.
Research and resolve guest complications and complaints, use judgment to determine effective solutions, and authorize revenue allowances only after offering other alternatives.
Comply with attendance rules and be available to work regularly.
Perform other job-related duties as assigned.