What are the responsibilities and job description for the Front Desk Supervisor position at Timbers Resorts?
Our Company
Timbers Company is a developer and operator of exceptional boutique hotels, residence clubs and resort communities located in some of the most sought-after destinations in the world. We are passionate about creating remarkable experiences with world-class hospitality while exposing our Owners and guests to the humble authenticity of every location that we call home.
Our Property
Imagine spending every day working in a place that must be seen to be believed. Timbers Kaua‘i at Hōkūala, oceanfront on Kaua‘i, is a blend of the pristine and playful, and we get to do what Owners and guests love in one of the most beautiful places on earth. Our team members reflect the highest level of aloha with anticipatory service in an unparalleled setting.
Our Core Values
We are in the business of creating an authentic sense of place for families to return to time and time again while committing ourselves to creating memorable and fun experiencers through passionate, attentive service. This mantra is reflected in everything we do and every interaction we have whether it be in hospitality operations management, asset management, development, or sales & marketing. Our values define who we are.
Responsible for assisting with the supervision and coordinating activities and staff of the Front Office ensure proper completion of all required tasks in a courteous and friendly atmosphere; assists guests and owners to maintain and exceed the Timbers Kaua’i standards and driving financial performance.
Essential Functions
Essential functions as defined are ILLUSTRATIVE ONLY and not a comprehensive listing of all functions and duties performed by incumbents within this classification. Essential duties and responsibilities may include, but are not limited to, the following:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge and/or skill required.
Education And Experience
The physical demands described herein are representative of those that must be met by an employee to successfully perform the essential functions of the job. Reasonable accommodation may be made to enable individuals with disabilities to perform essential functions.
The ability to stand or walk for an extended period or an entire work shift. Enter and locate work-related information using computers and/or point-of-sale systems. Move, lift, carry, push, pull and place objects weighing less than or equal to 10 pounds without assistance.
Our company (“Company”) fully subscribes to the principles of Equal Employment Opportunity. It is our policy to provide employment, compensation, and other benefits related to employment based on qualifications, without regard to race, color, religion, national origin, age, sex, veteran status, genetic information, disability, or any other basis prohibited by federal, state or local law.
In compliance with the Americans with Disabilities Act (ADA) and applicable federal, state and/or local laws, it is our policy to provide reasonable accommodation upon request during the application process to applicants in order that they may be given a full and fair opportunity to be considered for employment. As an Equal Opportunity Employer, we intend to comply fully with applicable federal, state and/or local employment laws and the information requested on this application will only be used for purposes consistent with those laws. To the extent required by applicable law, The Company maintains a drug- free workplace.
Timbers Company is a developer and operator of exceptional boutique hotels, residence clubs and resort communities located in some of the most sought-after destinations in the world. We are passionate about creating remarkable experiences with world-class hospitality while exposing our Owners and guests to the humble authenticity of every location that we call home.
Our Property
Imagine spending every day working in a place that must be seen to be believed. Timbers Kaua‘i at Hōkūala, oceanfront on Kaua‘i, is a blend of the pristine and playful, and we get to do what Owners and guests love in one of the most beautiful places on earth. Our team members reflect the highest level of aloha with anticipatory service in an unparalleled setting.
Our Core Values
We are in the business of creating an authentic sense of place for families to return to time and time again while committing ourselves to creating memorable and fun experiencers through passionate, attentive service. This mantra is reflected in everything we do and every interaction we have whether it be in hospitality operations management, asset management, development, or sales & marketing. Our values define who we are.
- Be Authentic
- Practice Humility
- Cultivate Teamwork
- Value Time
- Be Trustworthy
- Paid time off for full-time, permanent employees.
- Employer-sponsored health plans.
- 401k match.
- Complimentary golf for employees and immediate family members.
Responsible for assisting with the supervision and coordinating activities and staff of the Front Office ensure proper completion of all required tasks in a courteous and friendly atmosphere; assists guests and owners to maintain and exceed the Timbers Kaua’i standards and driving financial performance.
Essential Functions
Essential functions as defined are ILLUSTRATIVE ONLY and not a comprehensive listing of all functions and duties performed by incumbents within this classification. Essential duties and responsibilities may include, but are not limited to, the following:
- Assists with scheduling, oversight, and evaluation of the work of assigned staff.
- Assists with the development and implementation of goals, objectives, policies, procedures and work standards for the department.
- Assists with the selection, training, professional development, and discipline of staff.
- Ensures adherence to established service standards.
- Identifies guest needs and provides information regarding policies, services, and amenities.
- Check owners and guests into and out of club in a courteous and professional manner.
- Ensures all Front office and PBX operations are operating in an efficient and effective manner.
- Maintains knowledge of residence details as well as rates, packages, discount packages to process reservation requests or cancellations if needed.
- Performs all front desk, ER and Timbers Club concierge and PBX duties as required.
- Oversee and assist with charges and payments to guests, club owner and house accounts.
- Oversee and assist with daily night audit to ensure all postings are completed accurately.
- Review shift reports daily.
- Assists with management of large check-ins and check-outs coordinating with housekeeping to execute a smooth and meeting all owners and guest’s requests and pre-arrival needs.
- Ensures the front desk area is maintained in a clean and tidy manner.
- Maintains lost and found items and forwards to Loss Prevention.
- Ensures maintenance of required supply inventory and replenishes.
- Ensures adherence to safety and emergency procedures and observes safety precautions required to protect owners and guests on property as well as meeting and implementing energy and sustainable conservation efforts.
- Notifies engineering of areas needing attention in respect of maintenance.
- Resolves owner and guest complaints/queries satisfactorily while maintaining a courteous and helpful demeanor.
- Assists with all department and interdepartmental communications.
- Contributes to the efficiency and effectiveness of service by offering suggestions and directing or participating as an active member of a team.
- Utilizes interpersonal and communication skills to lead, influence, and encourage others; demonstrates honesty/integrity; leads by example.
- Provides owner/guests with information on property facilities, restaurants, and activities.
- Have excellent knowledge of the island and surrounding areas.
- Ability to assist with booking reservations, following through traces, uncollected reservation deposits, and final payments.
- Posts charges and payments to guests, club owners and house accounts through SMS.
- Review guest folios before checking out. Review the organization of sub-folios, housekeeping fees, and resort fee postings.
- Review checkout with balance report (COWB) and credit limit, and process accordingly.
- Work with the Housekeeping team to verify residence status to ensure timely check-in at 4 pm.
- Ensures all call logs, MOD reports, daily reports and opportunity logs are filed and communicated appropriately and timely to applicable parties.
- Knowledge of furniture, fixtures, and equipment (FF&E) and operating supplies and equipment (OS&E) residences.
- Prepares current or next-day arrival lists and packets are complete with current guests’ itineraries and guides.
- Arranges rental car pick-up and key return. Monitor the manifest and ensure contracts are completed correctly.
- Use and maintain accurate and current information in SMS and Alice.
- Establish and executes traces for Housekeeping and Facilities from pre-arrival outreach within the established period.
- Oversee concierge emails to ensure proper and timely communication with Owners/Guests and ER members.
- Monitor completion of weekly PowerPoint.
- Exercise polite and patient verbal demeanor over the radio.
- Performs all duties and tasks assigned by management.
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge and/or skill required.
Education And Experience
- High School Diploma/GED; AND two (2) years of hospitality experience, OR an equivalent combination of education, training, and experience.
- Principles and practices of employee supervision, including scheduling, selection, work planning, organization, performance review and evaluation, and employee training and discipline.
- Techniques for dealing with a variety of individuals from various socio-economic, ethnic, and cultural backgrounds, in person and over the telephone.
- Principles, practices, and techniques of the hospitality industry
- Available to work holidays, weekends, and evenings.
The physical demands described herein are representative of those that must be met by an employee to successfully perform the essential functions of the job. Reasonable accommodation may be made to enable individuals with disabilities to perform essential functions.
The ability to stand or walk for an extended period or an entire work shift. Enter and locate work-related information using computers and/or point-of-sale systems. Move, lift, carry, push, pull and place objects weighing less than or equal to 10 pounds without assistance.
Our company (“Company”) fully subscribes to the principles of Equal Employment Opportunity. It is our policy to provide employment, compensation, and other benefits related to employment based on qualifications, without regard to race, color, religion, national origin, age, sex, veteran status, genetic information, disability, or any other basis prohibited by federal, state or local law.
In compliance with the Americans with Disabilities Act (ADA) and applicable federal, state and/or local laws, it is our policy to provide reasonable accommodation upon request during the application process to applicants in order that they may be given a full and fair opportunity to be considered for employment. As an Equal Opportunity Employer, we intend to comply fully with applicable federal, state and/or local employment laws and the information requested on this application will only be used for purposes consistent with those laws. To the extent required by applicable law, The Company maintains a drug- free workplace.
