Front Office Working Supervisor at Ilikai Hotel
Ensure Guests are treated with an Aloha Spirit, accurately, and efficiently. Provide guests with service that anticipates their needs. Oversees the smooth function of the front desk operations, assures goodwill toward guests at all times. Responsible for training and retraining of all guest service personnel, maintain good morale and act as a liaison between guest service staff and management. Responsible for front office supply inventory.
Oversees smooth, effective operation of the department responsible for and assure training programs are followed and hotel policies enacted. Maintain operating supplies to ensure front office has proper supplies day to day by working closely with night auditor and to take actual inventory monthly for reorder purposes. Ensure all VIP amenities are handled properly by guest service staff and that all billing procedures are correctly followed. Train and retrain all guest service personnel. Work to attain high employee morale and move to constructively resolve personnel problems in a timely manner. Check daily to ensure all employees are properly groomed, uniformed and wearing approved name tags. Make sure that accountability procedures are followed by all guest service personnel for parking, safe charges, internet, and other incidental charges. Make every effort to assure guest luggage is always stored in a secure area. Interact daily with the Hotel Manager to resolve current problems; anticipate future problems and discuss activities in hotel. Communicate with all hotel staff regarding VIP clients or special operational needs of a client (early check-ins, group arrivals, preferred rooms, etc). Responsible for guest service job duties, including room blocking, check in, check out and reservations. Attend necessary meetings. Ensure desk staff is trained properly for each shift. Ensure cash can and petty cash are maintained and balanced at all times. Resolve guest problems and complaints. Work closely with all departments, housekeeping and maintenance, keeping the lines of communication open and healthy. Controls daily availability by opening and closing as necessary. Generates bi-monthly travel agent commission checks. Handles advance deposits in prescribed manner in order that all cash, checks, etc., are deposited as soon as they are received. Enters group and direct billing information as provided by Sales. Generates and distributes weekly city and guest ledger/aging reports. Coordinates reservations involving billing charges to the credit card of a second party. Oversees Group Reservations; does group pick-up reports, monitors close-out dates and group availability for Sales.
Specific Job Knowledge, Skills & Abilities
The individual must possess the following knowledge, skills and abilities and be able to explain and demonstrate that he or she can perform the essential functions of the job, with or without reasonable accommodation. Excellent oral and written English communication skills. Ability to communicate effectively with Management. Excellent organization skills. Ability to work well under deadline pressure.
Two years front desk or reservation experience. Adaptable experience with travel industry reservation systems and hotel property management systems essential, standard Microsoft Office tools essential, knowledge of database system development preferred.
Licenses or Certification
OSHA laws require the use of Personal Protective Equipment (PPE) when performing work duties that have the potential of risk to your health or safety.
All team members must maintain a neat, clean and well-groomed appearance (specific standards available)