Guest Services Supervisor (Overnight)

PRIMARY PURPOSE

Guest Services Supervisor assists Guest Services Management team with front desk operations, ensuring the highest level of guest satisfaction from check-in through departure.

ESSENTIAL FUNCTIONS AND RESPONSIBILITIES

· Performs all duties of Guest Services, with full knowledge of all shifts

· Responsible for assisting hotel guests with their overnight requests, providing safety and security for all patrons, employees and company assets.

· Assist Guest Services, which includes and not limited to, arrivals and early departures, valet cars, and in-room deliveries, towel, toiletry, etc.

· Support, lead, and motivate Guest Services members with the daily supervision, communication, and training

· Resolves customer issues, complaints and problems in a quick, efficient manner to maintain a high level of customer satisfaction and quality service

· Prepare and distribute necessary daily reports as required (i.e., Managers flash, arrival summary, Traces, etc.) according to hotel standards.

· Patrol the public areas regularly, including the guest floors and back of house areas, together with the perimeter of the hotel and grounds, parking lot, park, and beach to prevent intrusion by unauthorized people or undesirables

· Make note of any items that may need repair such as (lights, fire extinguishers, broken equipment, doors, etc.) to report in HotSOS

· To ensure, during routine patrols, that health and safety regulations are being observed and that all fire regulations are met

· Fields calls for assistance throughout the hotel during shift including health and safety issues, fire alarms, electrical problems, light bulb replacement, plumbing issues, elevator malfunctions, security alarms, janitorial issues, and electronic lock support. The individual may be required to assist with emergencies outside of normal schedule.

· Investigate any overnight incidents and/or customer complaints and compile data for accurate reporting.

· Ensure hospitality standards are met during all guest interactions (face to face/phone/e-mail/text etiquette) and are in accordance with Kaimana Beach Hotel’s fun and friendly culture without losing sight of the professionalism guests expect.

· Participate with management team to create any new SOPs, updating periodically

· Provide basic troubleshooting support in-room services such as internet and TV.

· Understand property-wide emergency and safety protocols

· Command efficient communication between Beach Club, Hau Tree, Front Desk, Engineering, Housekeeping, and GM’s messages

· Evaluate Guest Services performance and assist with individual disciplinary actions if necessary

· Continue to engage, praise, and recognize outstanding associates

· Work closely with Reservations, Accounting, and Hau Tree with discrepancies in payment, credit card issues, room charges, outstanding PM accounts, etc

· Understand the Front Office computer systems and software (Opera, SynXis, Tock, Canary, HotSOS) and report any issues

· Monitor all VIPs and special requests, assist with blocking rooms and checking daily traces

· Control cash handling procedures at the Front Desk.

· Blocking rooms for arrivals and setting up the routing for OTA to complete the reservations and taking advanced deposits

· Maintain Lost & Found procedures and policies.

· Using suggestive selling techniques to sell room nights, increase occupancy and revenue.

· Other duties as required by management

REQUIRED SKILLS/ABILITIES

· Minimum of 3 years Guest Services and 1 year supervisory or manager experience (hotel experience a must)

· Hold a valid Guard Card

· Clean driving abstract

· Passion for excellence and providing exceptional service standards

· Ability to multi task, detail-oriented, and thorough

· Strong computer literacy (Office 365)

Job Type: Full-time

Pay: From $56,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Employee discount
• Free parking
• Health insurance
• Paid time off
• Retirement plan
• Vision insurance

Schedule:

• 8 hour shift
• Night shift
• Overnight shift

Work setting:

• In-person

Work Location: In person