Front Desk Supervisor

Hawaii Volcanoes Lodge Company LLC; United States; On-site; USD 40,000 - 50,000; Full time

Job summary

A leading lodging company in the United States is seeking a dedicated individual to assist the Lodging Manager in managing front desk operations and staff training. Responsibilities include overseeing guest services, coordinating training programs, and enhancing team member relations. Candidates should possess strong communication skills, hospitality experience, and have the ability to handle a fast-paced work environment. This role offers a unique opportunity to make a significant impact in guest satisfaction.

Qualifications

• Positive and professional communication skills, both written and verbal.
• Ability to work various shifts including day, night, weekend, and holidays.
• Ability to lift up to 25 lbs frequently and 50 lbs occasionally.

Responsibilities

• Assist the Lodging Manager with recruiting and training Guest Services staff.
• Coordinate training programs for the lodging team.
• Oversee processes for new hires to ensure clean employee housing.

Skills

Positive and professional communication skills

Computer Skills - Microsoft Office

Problem-solving skills

Education

High School Diploma or equivalent

Bachelor’s degree in Hospitality or related fields

Tools

Rooms Management related systems

Job description

Assist the Lodging Manager to effectively manage the activities of the Front Desk (Guest Services), Room Revenue, Public Areas Departments and Employee Services to ensure an extraordinary experience for all guests and visitors to the park. This includes effective coaching and mentoring of staff providing appropriate training that addresses professional conduct, service standards and adherence to company policies and procedures.

Responsibilities

• Responsible for assisting the Lodging Manager with the recruiting, interviewing, hiring and training of all Guest Services staff including Front Desk and Public Areas staff to ensure safe and efficient operations per the Company’s guidelines
• Assist the Lodging Manager in providing effective supervision, professional development and recognition programs for all Lodging staff for the purposes of employee growth and bench building
• Design, plan and coordinate special projects/events to improve and enhance guest services, per the GM’s request, and assist with guest room improvements related to aesthetics as requested.
• Design, plan and coordinate special events and programs for employees on a consistent basis, at least monthly, that enhance team member relations to ensure a positive and productive work environment
• Coordinate and oversee processes to ensure new hires have clean employee housing units (if applicable) by facilitating effective communications with hiring managers. Personally inspect employee rooms prior to new hire arrivals to ensure health and safety standards are met
• Assist Lodging Manager to ensure staff communications between Housekeeping, Laundry and Registration are timely and effective for the release of rooms on a daily basis
• Possess appropriate knowledge of the Park and surrounding area, and train staff in same, to be an effective information resource for all guests
• Point of contact for Park Cultural Protection Programs
• Coordinate training programs for lodging team including on line training for front and back of house operations and compile reports for management on utilization of training tools
• Effectively communicate with other departments regarding employee & guest room availability, maintenance concerns and other requests related to employee & guest rooms management
• Understand company ISO management systems, policies, goals, and initiatives and meet the specific responsibilities within these areas
• Other duties as identified per Duties Checklist.

Position Requirements

• Possess positive and professional communication skills, both written and verbal
• Be a proactive and inclusive problem-solver
• Must be able to work a variety of day, night, weekend, holiday shifts
• Strong computer Skills- Microsoft Office (Word, Excel, Outlook) and Rooms Management related systems
• Majority of shift will be spent on feet (up to 8 hours per day) in a fast paced environment, in close proximity to other people
• Ability to lift up to 25 lbs frequently and up to 50 lbs occasionally with frequent bending, twisting and squatting required.

Education and Experience

Education: High School Diploma or equivalent required.

Bachelor’s degree in Hospitality or Sales and Marketing related fields preferred

Experience: 2 (two) years front desk/room registration/hospitality experience preferred

2 (two) years supervisory or management experience preferred

National Park and/or Resort experience preferred