Front Services - Front Services Supervisor

POSITION SUMMARY

As an integral part of a team, The Front Services Supervisor is responsible for continuously looking for ways to improve each guest’s experience. The Front Services Supervisor is primary responsible of overseeing the operations of the Front Services Team to ensure seamless experience for guests and patrons.  Areas and responsibility include but not limited to; supervising the welcome experience from the Porter Clerks & Front Service Attendants to providing prompt assistance for guests/patrons into and out of the hotel, coordinating pick-up and delivery of guest’s luggage/items, valet car as requested. Expected to provide exceptional guest experience to projecting a helpful attitude; provide all information and resources possible to fulfill the guests’ requests and thoughtful anticipation of their needs.

ESSENTIAL FUNCTIONS

As the first point of contact, warmly greet and welcome arriving guests and patrons as they enter the Hotel.

Assist the Front Services Manager with the supervision, training, coaching, counseling, discipline of Front Services staff, ensuring compliance with all applicable company policies and procedures.

Assist with supervising and directing the daily work, monitoring activities and performance of the Front Service Clerks and Front Service Attendants.  To include scheduling day staff lunch and break times for optimum guest service.

Maintain confidentiality of all Front Office matters (including discussions at meetings, counseling employee matters, etc.) at all times.

Anticipate guests’ needs, respond promptly.

Assist physically challenged travelers and other guests with special needs.

Coordinate guests ‘requests / special services and communicates with staff and/or appropriate departments.

Work closely with other departments and managers to enhance/personalize guest experience opportunities and ensure follow-up on any special guest requests.

Answer the phone in a courteous and professional manner within 2 rings.

Coordinate collection and delivery of luggage in an efficient and timely manner and ensuring logging of all items on the “Porter Log Sheet.”  

Ensure that the guest has verified that all luggage has been accounted for.

Assist guest with long term luggage storage request/left luggage request.

Ensure the efficient delivery and collection of group luggage.

Assign Front Service Attendants to drive and park guest vehicles in a safe and timely manner in order of arrival.  Supervisor should delegate the flow of staff and drive. 

Assign Front Service Attendants to retrieve guest vehicles as requested and/or in the order of departure.

Keep informed on local events/activities to recommend and provide accurate information and direction of local attractions, entertainment, facilities within or outside the property.

Perform administrative duties as required, ie: HMS, etc.

Ensure to maintain cleanliness, sanitation, and organization of work-related areas at all times.

Be the “eyes and ears” for security of the Hotel.

Responsible to report any security or safety problems, safety hazards and potential security problems to Front Services Manager or Manager on Duty immediately.

Ensure all Front Services guests’ experiences are memorable, unique, and as per the Hotel’s standards.

Perform other related duties as may be required or assigned by management.

SUPERVISORY REQUIREMENTS

Reports To:         (Primary) Front Services Manager, (Secondary) Director of Front Office Operations

Supervises:        Front Services Clerk, Front Services Attendant

EDUCATION/EXPERIENCE

High school diploma or equivalent certificate desired. 

Minimum 2 years prior Front Services experience, hospitality management or equivalent, strong guest/customer service skills in luxury hotel environment.

Experience with property management system helpful.

Any combination of education and experience which would provide the necessary knowledge, skills, and abilities to meet the minimum qualifications to perform the essential functions of this position.

LICENSES/CERTIFICATIONS

Valid driver’s license with an acceptable abstract. No moving violations three consecutive years.

KNOWLEDGE, SKILLS, & ABILITIES

Ensure familiarity with all Hotel services and features.

Friendly, outgoing personality and professional demeanor.

Ability to work independently, deal with interruptions and to successfully manage multiple tasks.

Working knowledge of basic office machines and computer software (word, excel, outlook) and use of application. Basic mathematical skills.

Ability to drive and operate manual and automatic transmission vehicles.

Ability to anticipate guests needs; respond promptly and acknowledge all guests.

Ability to research, locate, organize, and retrieve resources and information relating to guest needs/request. Creativity to solve new or unique guest issues.

Ability to input and access information in a property management system/application.

Ability to communicate internally within the department using email.

Must have ability to work and lead harmoniously in a team setting with fellow workers, guests, and management.

Ability to promote positive relationships, maintain high employee morale and team spirit within the division and interdepartmentally.     

Ability to conduct on-the-job training (OJT) and assist with review of new staff to uphold Halekulani service standards and ensure consistency.

Must be highly organized, detail-oriented and have the ability to multi-task.

Be knowledgeable about service vendors i.e.; baggage companies, taxi, shuttle and have the ability to recommend restaurants, points of interest, tour activities, and entertainment venues.

Must exhibit a poised and professional image and personable voice projection.

Ability to assist Front Services Manager with scheduling the Porter Clerks and Front Service Attendants to provide maximum service to guests within budgeted guidelines.

Proficient in English language as requires ability to speak clearly to staff, managers and guests to give instructions and explanations; ability to listen to and understand managers, staff and guests; ability to receive and give instructions via telephone, computer messages, face- to- face, and in writing . 

Must be able to work various days and/or evenings including weekends and holidays pending business demands.

Consistent attendance and punctuality is required. 

PHYSICAL AND MENTAL DEMANDS

The physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Continuously stands in Porte Cochere/Bell desk work stations, with frequent walking, running, bending and stooping.

Frequently pushes and pulls up to 110 pounds, lifts up to 50 pounds and carries up to 20 pounds.

Continuously uses visual and hearing skills.  

Must be physically able to access all work areas and perform all task and services required to fully perform the requirements of the job. Physical hazards may be present.

Requires working under deadlines and pressure; dealing with difficult people or situations involving customer service issues; and establishing and maintaining cooperative and productive work relationships. Must have outgoing, positive attitude in dealing with guests, management and employees.

Able to handle multiple priorities; anticipate needs of the company and guests; resolve basic customer service issues.

WORK ENVIRONMENT   

Ability to work any days or hours.

Outdoors in an area that is exposed to humidity, noise, and vehicular exhaust.