Front Desk Supervisor - The Cliffs at Princeville - Princeville, HI

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Job details

Job Type

Full-time

Number of hires for this role

10+

Qualifications

• • High school or equivalent (Preferred)

  • Hotel Experience: 1 year (Preferred)

  • Front Desk: 1 year (Preferred)

Full Job Description

Job Summary:

To supervise front desk operations, exceeding guest expectations by providing friendly, courteous, and efficient service while maintaining a standard of professional excellence for front office staff.

Essential Job Functions:

1. Possess the skills and knowledge to supervise and support other employees, as required, to maintain efficient service.

2. Pre-screen, orient, and train front office personnel.

3. Must be able to assist guests and owners to enroll into the Enhanced Movement Quarantine (EMQ – Resort Bubble) and administer monitoring wrist bands.

4. Respond to guest comments, complaints, and concerns in a courteous, professional manner.

5. Check-in and check-out of guests.

6. Know current status of rooms and individual guests.

7. Review reservation, checking for special requests, or any follow-up required

8. Cross train in reservation department.

9. Maintain all direct bill accounts, vouchering of all bills, and completion of any required paperwork, by accounting.

10. Follow all emergency procedures and respond appropriately to emergencies. Refer to Emergency Manual.

11. Work closely with Concierge Department, to give direction or assistance to anyone who inquires about amenities and services in the resort or areas surrounding the resort.

12. Supervise Front Desk Agents by scheduling shifts; assigning and monitoring tasks; enforcing systems, policies and procedures; scrutinize processes for money handling, guest security and emergency procedures. Cover shift when necessary.

13. Maintains sufficient supply of all front desk materials and supplies. Orders all needed materials in a timely manner.

14. Replenish Country Store items (tee shirts and logo items) and keep track of inventory.

15. When information is incomplete or irregular, take appropriate action based on company policy/procedures. Hold weekly staff briefings to update and communicate company memos.

16. Troubleshoot TSW and hardware and to advise IT on any PMS concerns.

17. Has a close working relationship with all other resort functions: Reservations, Housekeeping, Concierge Services, Facilities Services, to ensure proper interaction of each area, lending itself to a complete guest package.

18. Prepare and scan daily audit packet to Accounting and review Non-Zero Balance report on a regular basis.

19. Update Standard Operational Procedures (SOP) on a regular basis.

20. Interact with all department managers and staff on all resort operations efficiently and productively with positive results and resolutions.

21. Update and respond to concerns comment pertaining to Front Desk on Kipsu, Cloud Cherry, Expedia, Trip Advisors, etc.

22. Able to problem solve all owners and guest concerns.

23. Notify Manager of unusual circumstances and situations.

24. Performs other duties as needed, including special projects and responsibilities assigned by the Management

Job Knowledge and Qualifications:

High school diploma required, college degree preferred. One (1) year or more experience as a Supervisor and minimum of three (3) years customer service in hospitality or similar industry, have the ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger and collect accurate information and resolve conflicts. Possess basic mathematical skills and reasonably good skill in the use of a calculator to prepare moderately complex mathematical calculations without error. 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. Observe and detect signs of emergency situations. 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. Have command of the English language both written and verbal. Good (corrected) vision and hearing necessary. Job requires reading, writing, walking, standing, sitting, climbing, balancing, reaching, stooping, kneeling, crouching, crawling, eye/hand/foot coordination, pushing or pulling, lifting or carrying up to 50 pounds. Must be able to work various shifts, including day, evening, holidays and weekends.

Job Type: Full-time

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Disability insurance
• Health insurance
• Life insurance
• Paid time off
• Professional development assistance
• Referral program
• Tuition reimbursement
• Vision insurance

Schedule:

• 8 hour shift

Education:

• High school or equivalent (Preferred)

Experience:

• Hotel Experience: 1 year (Preferred)
• Front Desk: 1 year (Preferred)

Work Location:

• One location

This Company Describes Its Culture as:

• Stable -- traditional, stable, strong processes
• People-oriented -- supportive and fairness-focused
• Team-oriented -- cooperative and collaborative

Company's website:

• cliffsatprinceville.com

Company's Facebook page:

• cliffsatprinceville.com

Work Remotely:

COVID-19 Precaution(s):

• Personal protective equipment provided or required
• Plastic shield at work stations
• Temperature screenings
• Social distancing guidelines in place
• Sanitizing, disinfecting, or cleaning procedures in place

* This article was originally published here