Guest Services Supervisor

Guest Services Supervisor

Requisition :

Category:
Front Office Operations

Job Location:

US-HI-Honolulu

Property:
Alohilani Resort Waikiki Beach

Compensation: USD $27.18 to $31.98 per hour (Hourly)

The Guest Services Supervisor assists the Guest Services Manager and Assistant Guest Services Manager by delivering attentive, courteous, and efficient service to all guests before arrival and throughout their stay while maximizing room revenue and occupancy.

• Obtain all necessary information when taking room reservations and follow rate‑quoting scenarios; monitor all VIP and special guest requests.
• Review Front Office log and Trace File daily.
• Fully comprehend and operate all relevant aspects of the Front Desk computer system.
• Ensure logging and delivery of all messages, packages, and mail in a timely and professional manner.
• Be aware of all rates, packages, and promotions currently underway as listed in the Red Book.
• Be familiar with all in‑house groups.
• Be aware of all closed out and restricted dates.
• Follow and enforce all Highgate Hotel credit policies.
• Perform proper bucket check, room rate verification report, and housekeeping report and file them accurately.
• Maintain proper operation of the P.B.X. console and meet all applicable standards.
• Establish and maintain good communication and teamwork with fellow employees and other departments within the hotel.
• Assist the G.S.M. in ensuring that employees follow and maintain standards such as answering phones, callbacks to guests, and guest request log.
• Have knowledge of and assist in all emergency procedures as required.
• Oversee and ensure that all guests are checked in/out in a friendly, efficient, and courteous manner.
• Perform, complete, and ensure all tasks and duties on the shift checklist are finished in a timely and efficient manner.
• Responsible for issuing house bank.
• Perform all duties of Guest Services Agent.
• Run room status reports promptly and relay necessary information to affected departments and individuals.
• Monitor key control to maintain hotel security.
• Ensure the maximization of room revenue through rooms merchandising.
• Answer all guest inquiries in a timely and professional manner.
• Participate in departmental meetings, planning, and execution.
• Help maintain productivity levels at or above budgeted standards.
• Assist in training and cross‑training new hires and current employees on a regular basis.

• High School diploma or equivalent required.
• At least 2‑3 years of progressive experience in a hotel or a related field required.
• College coursework in a related field helpful.
• Previous supervisory responsibility preferred.
• Valid driver’s license for the applicable state.
• Flexible and willing to work long hours when needed.
• Light work:
  Exert up to 20 pounds occasionally or up to 10 pounds frequently or constantly to lift, carry, push, pull, or otherwise move objects.
• Maintain a warm and friendly demeanor at all times.
• Effective verbal and written communication skills with all levels of employees and guests.
• Good listening skills to understand and clarify concerns raised by employees and guests.
• Ability to multitask and prioritize departmental functions to meet deadlines.
• Approach all encounters with guests and employees in an attentive, friendly, courteous, and service‑oriented manner.
• Attendance at all required hotel meetings and trainings.
• Maintain regular attendance in compliance with Highgate Hotel Standards, as required by scheduling.
• Maintain high standards of personal appearance and grooming, including proper uniform and name tag.
• Comply with Highgate Hotel Standards and regulations to encourage safe and efficient hotel operations.
• Maximize efforts toward productivity, identify problem areas, and assist in implementing solutions.
• Effective problem‑handling: anticipate, prevent, identify, and solve problems as necessary.