Front Services - Front Services Supervisor

Halekulani Hotel•Honolulu, HI

1d•Onsite

About The Position

As an integral part of a team, the Front Services Supervisor is responsible for continuously looking for ways to improve each guest’s experience. The Front Services Supervisor is primarily responsible for overseeing the operations of the Front Services Team to ensure a seamless experience for guests and patrons. Areas of responsibility include but are not limited to: supervising the welcome experience from the Porter Clerks & Front Service Attendants to providing prompt assistance for guests/patrons into and out of the hotel, coordinating pick-up and delivery of guest’s luggage/items, and valet parking as requested. The role is expected to provide exceptional guest experience by projecting a helpful attitude, providing all information and resources possible to fulfill guests’ requests, and anticipating their needs.

Requirements

High school diploma or equivalent certificate desired.
Minimum 2 years prior Front Services experience, hospitality management or equivalent.
Strong guest/customer service skills in a luxury hotel environment.
Experience with property management system helpful.
Valid driver’s license with an acceptable abstract (no moving violations three consecutive years).
Familiarity with all Hotel services and features.
Friendly, outgoing personality and professional demeanor.
Ability to work independently, deal with interruptions, and successfully manage multiple tasks.
Working knowledge of basic office machines and computer software (word, excel, outlook) and use of application.
Basic mathematical skills.
Ability to drive and operate manual and automatic transmission vehicles.
Ability to anticipate guests needs; respond promptly and acknowledge all guests.
Ability to research, locate, organize, and retrieve resources and information relating to guest needs/requests.
Creativity to solve new or unique guest issues.
Ability to input and access information in a property management system/application.
Ability to communicate internally within the department using email.
Ability to work and lead harmoniously in a team setting with fellow workers, guests, and management.
Ability to promote positive relationships, maintain high employee morale and team spirit within the division and interdepartmentally.
Ability to conduct on-the-job training (OJT) and assist with review of new staff to uphold service standards and ensure consistency.
Must be highly organized, detail-oriented, and have the ability to multi-task.
Knowledgeable about service vendors (e.g., baggage companies, taxi, shuttle) and ability to recommend restaurants, points of interest, tour activities, and entertainment venues.
Must exhibit a poised and professional image and personable voice projection.
Ability to assist Front Services Manager with scheduling the Porter Clerks and Front Service Attendants to provide maximum service to guests within budgeted guidelines.
Proficient in English language (ability to speak clearly to staff, managers and guests to give instructions and explanations; ability to listen to and understand managers, staff and guests; ability to receive and give instructions via telephone, computer messages, face-to-face, and in writing).
Must be able to work various days and/or evenings including weekends and holidays pending business demands.
Consistent attendance and punctuality is required.

Nice To Haves

Experience with property management system helpful.
Any combination of education and experience which would provide the necessary knowledge, skills, and abilities to meet the minimum qualifications to perform the essential functions of this position.

Responsibilities

Warmly greet and welcome arriving guests and patrons as they enter the Hotel.
Assist the Front Services Manager with the supervision, training, coaching, counseling, and discipline of Front Services staff, ensuring compliance with all applicable company policies and procedures.
Supervise and direct the daily work, monitoring activities and performance of the Front Service Clerks and Front Service Attendants.
Schedule day staff lunch and break times for optimum guest service.
Maintain confidentiality of all Front Office matters.
Anticipate guests’ needs and respond promptly.
Assist physically challenged travelers and other guests with special needs.
Coordinate guests’ requests/special services and communicate with staff and/or appropriate departments.
Work closely with other departments and managers to enhance/personalize guest experience opportunities and ensure follow-up on any special guest requests.
Answer the phone in a courteous and professional manner within 2 rings.
Coordinate collection and delivery of luggage in an efficient and timely manner and ensuring logging of all items on the “Porter Log Sheet.”
Ensure that the guest has verified that all luggage has been accounted for.
Assist guests with long-term luggage storage requests/left luggage requests.
Ensure the efficient delivery and collection of group luggage.
Assign Front Service Attendants to drive and park guest vehicles in a safe and timely manner in order of arrival.
Delegate the flow of staff and driving.
Assign Front Service Attendants to retrieve guest vehicles as requested and/or in the order of departure.
Keep informed on local events/activities to recommend and provide accurate information and direction of local attractions, entertainment, and facilities within or outside the property.
Perform administrative duties as required, e.g., HMS.
Maintain cleanliness, sanitation, and organization of work-related areas at all times.
Act as the “eyes and ears” for the security of the Hotel.
Report any security or safety problems, safety hazards, and potential security problems to the Front Services Manager or Manager on Duty immediately.
Ensure all Front Services guests’ experiences are memorable, unique, and as per the Hotel’s standards.
Perform other related duties as may be required or assigned by management.