Royal Lahaina Resort
Guest Services Supervisor
The Guest Services Supervisor is responsible for assisting the Guest Services Manager and Assistant Guest Services Manager while providing attentive, courteous, and efficient service to all guests, prior to arrival and throughout their stay, while maximizing room revenue and occupancy.
Responsibilities include:
- Obtaining all necessary information when taking room reservations and following the rate-quoting scenario. Monitoring all VIP and special guest requests.
- Reviewing Front Office log and Trace File daily.
- Fully comprehending and operating all relevant aspects of the Front Desk computer system.
- Ensuring logging and delivery of all messages, packages, and mail in a timely and professional manner.
- Being aware of all rates, packages, and promotions currently underway as listed in the Red Book.
- Being familiar with all in-house groups.
- Being aware of all closed out and restricted dates.
- Following and enforcing all Highgate Hotel hotel credit policies.
- Completing and ensuring that a proper bucket check, room rate verification report, and housekeeping report have been accurately done and filed.
- Maintaining proper operation of the P.B.X. console and ensuring that all standards are met, if applicable.
- Establishing and maintaining good communications and teamwork with fellow employees and other departments within the hotel.
- Assisting the G.S.M. in ensuring that employees are following and maintaining standards (i.e., answering phones, callbacks to guests, guest request log).
- Having knowledge of and assisting in all emergency procedures as required.
- Overseeing and ensuring that all guests are checked in/out in a friendly, efficient, and courteous manner.
- Being able to perform, complete, and ensure that all tasks and duties on the shift checklist are completed in a timely and efficient manner.
- Being responsible for issued house bank.
- Being able to perform all duties of Guest Services Agent.
- Running room status reports in a timely manner and relaying necessary information to affected departments and individuals.
- Monitoring key control to maintain hotel security.
- Ensuring the maximization of room revenue through Rooms Merchandising.
- Answering all guest inquiries in a timely and professional nature.
- Being involved in departmental meeting, planning, and execution.
- Helping maintain productivity levels at or above budgeted standards.
- Assisting in training and cross training of new hires and current employees on a regular basis.
Qualifications include:
- High School diploma or equivalent required.
- At least 2 to 3 years of progressive experience in a hotel or a related field required.
- College course work in related field helpful.
- Previous supervisory responsibility preferred.
- Must have a valid driver's license for the applicable state.
- Flexible and long hours sometimes required.
- Light work - Exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently or constantly to lift, carry, push, pull, or otherwise move objects.
- Maintaining a warm and friendly demeanor at all times.
- Being able to effectively communicate both verbally and written, with all level of employees and guests in an attentive, friendly, courteous, and service-oriented manner.
- Being effective at listening to, understanding, and clarifying concerns raised by employees and guests.
- Being able to multitask and prioritize departmental functions to meet deadlines.
- Approaching all encounters with guests and employees in an attentive, friendly, courteous, and service-oriented manner.
- Attending all hotel required meetings and trainings.
- Maintaining regular attendance in compliance with Highgate Hotel standards, as required by scheduling, which will vary according to the needs of the hotel.
- Maintaining high standards of personal appearance and grooming, which includes wearing the proper uniform and nametag.
- Complying with Highgate Hotel standards and regulations to encourage safe and efficient hotel operations.
- Maximizing efforts towards productivity, identifying problem areas, and assisting in implementing solutions.
- Being effective in handling problems, including anticipating, preventing, identifying, and solving problems as necessary.