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Form of workHoliday Inn Express Waikiki is seeking a Guest Service Supervisor to join our team! Our ideal candidate for this position is thorough, flexible, and dedicated to exceptional Guest Service.
The Holiday Inn Express Waikiki is located at the gateway of Waikiki in Honolulu. This 44-storey hotel with panoramic views of the Pacific Ocean, Koolau mountains and Waikiki skyline is just 3 blocks from Waikiki beach and 4 blocks from the Hawaii Convention Center.
San Francisco based Sightline Hospitality, LLC is a hotel management company of a portfolio of Full-service, Limited Service and Boutique hotels across the United States, including Hawaii. Our unique and thoughtfully designed collection of boutique hotels, spas, and restaurants offer remarkable experiences across the United States. Through warm, welcoming, and genuine service, our staff creates memorable lodging, dining and wellness for our guests. We pride ourselves on a collaborative workplace whose foundation is our staff, our guests and our communities. The success of our business begins and ends with you!
Essential Job Functions:
The Holiday Inn Express Waikiki is located at the gateway of Waikiki in Honolulu. This 44-storey hotel with panoramic views of the Pacific Ocean, Koolau mountains and Waikiki skyline is just 3 blocks from Waikiki beach and 4 blocks from the Hawaii Convention Center.
San Francisco based Sightline Hospitality, LLC is a hotel management company of a portfolio of Full-service, Limited Service and Boutique hotels across the United States, including Hawaii. Our unique and thoughtfully designed collection of boutique hotels, spas, and restaurants offer remarkable experiences across the United States. Through warm, welcoming, and genuine service, our staff creates memorable lodging, dining and wellness for our guests. We pride ourselves on a collaborative workplace whose foundation is our staff, our guests and our communities. The success of our business begins and ends with you!
Essential Job Functions:
- Develop in depth understanding of the property management system and POS functionality.
- Provide gracious and sincere customer service to all arriving and departing hotel guests and visitors.
- At the direction of, and often in conjunction with, the General Manager: Assist with hiring, training, and scheduling, supporting, and reviewing and disciplining front office employees. Working to ensure that all front office staff members maintain the very highest possible levels of employee morale and department productivity.
- Follow all specified hotel procedures to properly conduct Front of the House business including but not limited to:
- Answering telephones in a prompt and professional manner and providing assistance to callers
- Taking reservations in person and over the phone
- Reading and responding to hotel email
- Checking guests in and out
- Completing group pre-registrations and key packets
- Posting charges and processing payments
- Communicating with Housekeeping and Maintenance
- Handling mail and coordinating deliveries of messages and packages
- Anticipating guests’ needs, acting promptly to acknowledge all guests, however busy and whatever time of day.
- Communicate service and amenities of the hotel to guests and provide Concierge service as needed. Maintain a fluent knowledge of local restaurants, special events, city attractions, and outdoor activities.
- Coordinate daily arrival/departure preparation, special requests, room assignments and guest amenity/recognition programs.
- Work closely with other departments in order to facilitate increased levels of communication and guest satisfaction.
- Assist in the daily maintenance of room inventory status to achieve optimal levels of revenues while maintaining high levels of guest satisfaction.
- Conduct regular inventories of front office supplies to ensure stock is adequate and orders are placed as needed.
- Coordinate relocation of guests when necessary.
- Be completely familiar with all hotel information necessary to increase revenues and enhance customer satisfaction, including current rate structures and sales strategies: current special rates and restrictions: types and location of rooms and suites available; and services, costs, hours and location of all hotel amenities, facilities and outlets. To maintain awareness of current business levels.
- To diplomatically and effectively handle all guest complaints, referring to the General Manager if necessary.
- Complete shift checklists and special projects as assigned.
- Ensure that all front desk staff follow all specified procedures to correctly handle all cash, credit and gift certificate transactions.
- Assist General Manager to train staff on all SOPs and ensure there is understanding and compliance.
- Assist, as directed, in recording and submission of payroll.
- Monitor the front desk and lobby areas to ensure they are always clean and well organized.
- Be available to work irregular hours, including evenings, weekends and holidays.
- Be completely familiar with hotel emergency procedures, and provide, calm, reassuring assistance to guests and fellow employees in the event of an emergency.
- Promote and comply with all company policies and procedures.
- To immediately report all suspicious occurrences and hazardous conditions.
- To maintain the cleanliness and safety of work areas at all times.
- Focus on safety and the following of safe work practices by yourself and those under your direction. Including compliance with company safety standards, and state and local regulations that pertain to your department.
- To attend all mandatory meetings as directed.
- To perform other tasks, including cross-training, as directed.
Essential Experience/Aptitudes:
- Fluency in English (verbal and written) is required.
- A minimum three years’ experience in a hotel front office position.
- Must have High school diploma or equivalent.
- Must have moderate level of proficiency with Microsoft Office applications.
Desired Skills/Experience:
- Excellent interpersonal skills and the ability to work well with co-workers and the public.
- Possess a courteous, friendly and professional manner.
- Independent thinker and a ‘quick study’.
- Good team player.
- Ability to perform assigned duties with attention to detail, speed, accuracy, follow-through, courtesy, cooperativeness and work with a minimum of supervision.
- Strong customer service focus.
- High quality standards for production and service.
- Ability to solve practical problems and deal with a variety of situations.
- Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact, and diplomacy to defuse anger.
- Ability to work well under pressure and handle multiple tasks at once.
Essential Physical Abilities:
- Endure various physical movements throughout the work areas, such as reaching, bending and stooping.
- Remain in stationary position for a maximum eight hours (excluding meal and rest breaks).
- Ability to grasp, bend, and stoop; push or pull heavy loads weighing up to 40 lbs.; and lift and/or carry or otherwise move packages, boxes, and luggage.
- Periodically required to work at a very fast pace, under pressure.
Benefits:
- 401(k) Plan
- Medical, Vision, Dental, and Life Insurance
- Time Off benefits
- Employee discount for stays at hotels within Sightline Hospitality's expanding portfolio.
Holiday Inn Express Waikiki Beach is an Equal Opportunity Employer and welcomes applicants and employees of all backgrounds. M/F/D/V/SO
