Job Description
Job Description
Front Desk Supervisor
ABOUT US
People are the cornerstone of the Hampton Inn & Suites Maui North Shore. We believe in nourishing talent, motivating creativity, and advocating for inclusion, compassion and respect. Our team members grow and thrive at every level. As a result, our team members are at the top of their game. Known for getting it right the first time - they're empowered, original and intuitively adaptive.
Want to work for a team that believes in you and what you can do? Take the first step towards a new career in hospitality & apply today!
ABOUT THE ROLE
The Front Desk Supervisor supervises the Front Desk Agents, Valet, and Bell staff to ensure completion of essential duties necessary for an efficient Front Desk operation. This position may supervise other areas as Manager on Duty of Hotel in the absence of other supervisory personnel.
SCOPE OF WORK TEAM
- Reports to Hotel Manager
- Supports Front Office department
RESPONSIBILITIES
Handle guest check-ins and check-outs efficiently and in a friendly and professional manner.Supervise Front Desk Agents, Valet, Bell staff and handle workload during shift. Complete shift checklists as specified.Review VIP reservations, amenity orders, and resumes for incoming and in-house guests. Update the computer system by inputting inventory and non-inventory groups.Control suites to ensure suites and special blocks are handled correctly.Communicate with other departments to ensure proper handling of guests and groups. Maintain contact with Reservation and Sales regarding requests for suites, special accommodations, etc. Maintain control over rate changes on in-house guests.Run accurate room status reports in a timely manner and relay necessary information to effected departments and individuals.Update daily group information; maintain and be familiar with future group files. Monitor and prepare group requirements and relay necessary information to effected departments and individuals.Print cashiers report and verify balances. Verify all banks and deposits accordingly.Answer / follow up on shift correspondence; e-mail and other electronic communication addressed to Front Desk AgentsMonitor key control to maintain hotel security.Respond to guest questions regarding the hotel. Know the lay out of the hotel including all suites, parlors, meeting rooms and all outlets' location and hours of operation.Remain calm and alert, especially during emergency and / or heavy hotel activity, and resolve complications such as location changes or credit issues.Train, cross-train, and re-train (when necessary) all Front Desk Personnel.Perform special projects and other responsibilities as assigned.Participate in hotel committees, MOD program and task force assignments.Assist the Front Office Manager in all areas requested and act in his / her place during his / her absence.EXPERIENCE :
Prior Experience :1 years supervisory experience in a hotel or other customer relations position
IT Expertise :Advanced knowledge of computer software (including Microsoft Office, outlook) and web analytics tools is preferred.
Education :High School diploma or GED required; Associate's Degree in a related field preferred.
Subject Expertise :Ability to communicate in English. Second language desirable.
Ability to achieve positive guest relations and maximize guest satisfaction.Ability to handle cash and credit transactions.Ability to enforce all company rules and Standard Operating Procedures (SOPs).Knowledge of cash handling and credit transaction procedures.Ability to work variable schedules, including weekends.Demonstrate a working knowledge of all property safety and security procedures as required maintaining a secure and safe environment for employees as well as guests.Report any unusual occurrences and / or request to Supervisor.Read and abide by all the regulations and rules of conduct stated in the Associate Handbook.Must be service oriented with excellent customer service and sales skillsMust be able to effectively communicate to guests, management, and coworkers and read, write and understand the English languageMust be energetic and outgoingMust possess excellent interpersonal and organizational skillsMust be able to follow directions with attention to detail, speed and accuracyMust be a team player with the ability to work under minimal supervisionMust be able to multi-task in a fast-paced work environmentMust be able to understand and work with basic financial information and solve basic arithmetic problemsMust be able to type 45 wpm and have the ability to input data and access information on the computerMust have proficient working knowledge of Microsoft Office, Opera; preferred.Must be able to exercise confidentiality and discretion.OTHER EXPECTATIONS :
Abide by payroll policies, procedures and rules of conduct as stated in the Hampton Inn & Suites Maui North Shore's Associate Handbook.Demonstrate a working knowledge of all company safety and security procedures.Travel required : May be needed for hotel operational needs.Hours Required : Based on business operational needs.Benefits :
The Hampton Inn & Suites Maui North Shore offers an empowered working environment that encourages collaboration and flexibility. We offer a superior benefits package to part-time and full-time team members which includes :
Medical, Dental, Vision, & Life InsuranceCostco Membership ReimbursementManagement Contract Referral ProgramEducation AssistanceEmployee Rates at all 35 Hotels affiliated with the Hampton Inn & Suites Maui North ShoreLead Share ProgramAssociate Referral Bonus ProgramThe Hampton Inn & Suites Maui North Shore is an equal opportunity employer. The Hampton Inn & Suites Maui North Shore provides equal employment opportunity for all associates and prohibits discrimination based on race, color, sex (including pregnancy, childbirth, breastfeeding and medical conditions related to pregnancy, childbirth, or breastfeeding), gender, religious creed (including religious dress and grooming practices), marital status, domestic partner status, age, national origin or ancestry, physical or mental disability, medical condition, genetic information and characteristics, sexual orientation, gender identity or expression, military or veteran status, or any other basis protected under federal, state, or local laws. The Hampton Inn & Suites Maui North Shore also provides reasonable accommodations for qualified applicants and employees with disabilities or medical conditions in accordance with applicable laws.
Disclaimer : By submitting your application for this position, you acknowledge and consent to undergo a comprehensive background screening and drug testing process as a condition of employment. This screening may include, but is not limited to, verification of identity, criminal history, credit history, education, employment history, and professional references. Furthermore, you agree to participate in any required drug testing, which may involve the collection and analysis of urine, blood, saliva, or hair samples. The results of these screenings will be used in accordance with applicable federal, state, and local laws, and may impact the final hiring decision. Please note that any false statements or omissions on your application may result in disqualification from the hiring process or termination of employment. By proceeding with your application, you confirm your understanding and acceptance of these terms.
