Guest Services Supervisor, Front Desk

Hei Hotels Inc.; Lahaina (HI); On-site; USD 47,000 - 50,000; Full time

Benefits offered by this job

Medical and Dental insurance

Vision insurance

Vacation and Sick time

Holiday programs

Pet insurance

401(k) with matching funds

Hotel room discounts

Job summary

HEI Hotels and Resorts in Maui–Lahaina is seeking a Front Desk support role to assist the Front Office Manager in delivering exceptional guest service, managing check-ins/check-outs, and maintaining accurate records. The position emphasizes efficient guest interaction, dollar handling, and adherence to brand standards in a busy hospitality setting.

The role requires one year of customer service experience in hospitality, strong communication skills, and the ability to work behind the front desk

Qualifications

• One year experience in customer service in hospitality or similar industry.
• Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger and collect accurate information and resolve conflicts.
• Basic mathematical skills and considerable skill in the use of a calculator to prepare moderately complex mathematical calculations without error.
• Ability to access and accurately input information using a moderately complex computer system.
• Ability to stand, walk and continuously perform behind the front desk. Ability to observe and detect signs of emergency situations with or without reasonable accommodation.
• Ability to communicate verbally and in writing and prepare complex reports of room availability and revenues generated.
• Ability to establish and maintain effective working relationships with associates, customers and patrons.
• Effective verbal and written communication skills.
• Ability to adapt communication style to suit different audiences, such as effectively communicating with supervisors, coworkers, public etc.

Responsibilities

• Assist the Front Office Manager in managing the Front Office operations to achieve customer satisfaction, quality service and compliance with corporate/franchise policies and procedures while meeting/exceeding financial goals.
• Ensure that the arrival, departure, and any other guest contact experience are conducted in an efficient and friendly manner.
• Greet guests immediately with a friendly and sincere welcome and provide information on outlet hours and local attractions.
• Process registration efficiently, inputting and retrieving information from the computer system and reserving rooms.
• Verify and imprint credit cards for authorization and handle cash, vouchers, and other payments.
• Answer phones promptly, relay messages, and manage guest requests and deliveries.
• Remain calm during emergencies, resolve guest issues by researching the situation and offering solutions, and authorize revenue allowances when appropriate.

Skills

Guest service

Communication skills

Cash handling

Computer skills

Mathematical skills

Attention to detail

Teamwork

Job description

HEI Hotels and Resorts in Maui–Lahaina is seeking a Front Desk support role to assist the Front Office Manager in delivering exceptional guest service, managing check-ins/check-outs, and maintaining accurate records. The position emphasizes efficient guest interaction, dollar handling, and adherence to brand standards in a busy hospitality setting.

The role requires one year of customer service experience in hospitality, strong communication skills, and the ability to work behind the front desk