Guest Service Agent Supervisor at The Kahala Resort
To maintain efficient daily operation of the Front Desk by ensuring that daily tasks and reports are completed and by monitoring and supporting Guest Service Agent activity. Reviews daily arrival reports up to (2) days advance to ensure accurate guest information and meeting guest preferences, completes guest room assignments. Communicates with related departments (e.g. Housekeeping, Room Service, Sales). Assist with training GSA’s, Weekly Scheduling, facilitates that all expected reports are completed everyday.
• Completes all duties and functions required of a Guest Service Agent.
•Upholds and ensures efficient and productive daily operation of the Front Desk and Guest Service Agents. Ensures that the Reception Desk Checklist is completed and turned in to the Reception Manager.
• Supports Guest Service Agents in daily duties and functions.
• Completes room assignments for all incoming reservations by reviewing all pertinent guest information to ensure guest satisfaction. Maintains room blocking to ensure that all reservations are assigned room allocations two (2) days prior to arrival according to guest preferences. Monitors blocking changes, early arrival requests and late check outs and communicates these changes with pertinent departments (e.g. Housekeeping and Room Service).
• Monitors and completes nightly reports to ensure accurate guest count information.
• Oversees and delegates duties to Guest Service Agents, applicable to Front Office operating procedures and as directed by management. Monitors Guest Service Agents activity to ensure timely completion of tasks and meal breaks.
• Assists Reception Manager with the creation, modification and organization of Front Desk Standard Operating Procedure tasks and other projects.
• Assists in training of Guest Service Agents, ensuring proper follow up when necessary.
•Communicates regularly with Reception Manager as well as supporting departments, to include, but not limited to, Sales & Marketing, Housekeeping, Room Service and Accounting.
•Assist other areas of the operations and guest services as deemed necessary or directed by Front Office Management.
•Assist all guests to the best of ones abilities and skills.
•Summons Front Service Attendant assistance to escort guest to their rooms as appropriate.
•Communicate to Housekeeping in order to ensure that all expected arrival rooms are completed by the guaranteed check in time of 3:00 pm.
•Supports the reservation department by taking room reservations and inquires when the department is closed.
•Supports the concierge department by assisting guest with concierge related questions when the department is closed.
•Provides safety deposit boxes for guest by escorting them to the vault pulling the box from the vault and carrying it to the customer. File access slips in room order.
•Uses photocopier to make copies of items as required.
•Files registration cards in room number order.
•Retrieves registration cards from the files for each check out.
•Lifts, stores, and moves supplies from storeroom to the Front Office area weighing up to 50 lbs.
•Performs a variety of other duties as assigned.
•Reports all suspicious persons or activities and hazardous or unsafe conditions to the Security Department.
•Provides instruction and/or guidance for guest and employee safety in fire or other emergency situations.
•Responds to guest questions. Provide guest assistance, direction and information as requested when working in public areas.
•Performs a variety of other duties as assigned.
Specific Job Knowledge, Skills & Abilities
The individual must posses 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, using a combination of skills and abilities.
•Considerable skills in the use of a calculator prepare moderately complex mathematical calculations without error.
•Considerable skill in the use of computer programs: Microsoft Excel, Word, and Email.
•Ability to work varying shifts and maintains attendance in accordance with the hotels attendance policy.
•Ability to comply with all hotel rules and regulations including policies regarding safety and grooming standards.
•Ability to effectively deal with customers, some of whom will require high levels of patience. Tact, and diplomacy to defuse anger, collect accurate information and resolve conflicts.
•Ability to effectively interact as a team member with co-workers to provide excellent guest service.
•Ability to effectively and efficiently supervise a team of up to seven (7+) Guest Service Agents to ensure timely completion of work duties.
•Ability to stand and move throughout Front Office and continuously perform
•Ability to compose business letters.
•Ability to stand move throughout Front Office and continuously perform essential job functions.
•Ability to perform several functions simultaneously and adapt to varying levels or business activity. To ensure completion of assigned duties and functions with your designated shift.
•Ability to access and accurately input information at a speed of 40 words per minute using a moderately complex computer system as well as processing and using reports.
•Hearing and visual ability to observe and detect signs of emergency situations.
•Ability to grasp, lift and/or carry a maximum of 50 lbs.
•Ability to pay attention to detail, work in a fast paced environment, handle multiple tasks and have a high level of patience.
•Ability to use sound judgment.
•Ability to comprehend and follow oral and written instructions and procedures.
•Ability to prioritize work.
•Ability to comprehend and perform mathematical calculations.
•Ability to operate a moderately complex computer system and various software such as Microsoft Word, Excel, Outlook, Fidelio and Group Wise.
•Ability to operate various office equipment such as, but not limited to, a typewriter, telephone, facsimile and copy machine.
•Ability to communicate effectively in English both verbally and in writing.
•Ability to effectively deal with internal and external customers, some of whom will require high levels of maturity, patience, tact and diplomacy to diffuse anger, collect accurate information and resolve conflicts.
•Ability to work varying shifts and maintain attendance in accordance with the hotel’s attendance policy.
•Ability to comply with hotel rules and regulations including policies regarding safety and grooming standards.
•Minimum (1) year of Guest Service Agent experience at The Kahala Hotel & Resort.
Licenses or Certification
•Certification of tuberculosis clearance required.
•CPR and Standard First Aid Certification preferred.
•Ability to move throughout the work area while performing the essential job functions.
•Ability to lift up to 25 lbs.
•Ability to sit and walk for extended periods of time.
•Must maintain a neat, clean and well groomed appearance as outlined in the employee handbook.
•High School Diploma or General Education Diploma required.
•College Degree in Hospitality management or similar field.