Part-Time Overnight Guest Services Supervisor

6 hours ago

Honolulu Hawaii, United States Renaissance Honolulu Hotel & Spa Full time
Job Title: Part-Time Overnight Guest Services Supervisor

Join our team at the Renaissance Honolulu Hotel & Spa as a Part-Time Overnight Guest Services Supervisor. As a key member of our Front Desk team, you will be responsible for ensuring the smooth operation of our Guest Services, Concierge, and Uniformed Services/Transportation departments.

Key Responsibilities:
  • Respond to guest requests, problems, and complaints in a timely and professional manner.
  • Motivate and coach Guest Services personnel to provide exceptional service.
  • Prepare and conduct Guest Services interviews and follow hiring procedures.
  • Develop employee morale and ensure training of Guest Services personnel.
  • Maximize room revenue and occupancy by reviewing daily status and analyzing rate variance.
  • Attend daily and monthly Rooms Merchandizing meetings.
  • Participate in overnight M.O.D. program and Night Audit relief as scheduled.
  • Review Guest Services staff's worked hours for payroll compilation and submit to Accounting on a timely basis.
  • Prepare employee Schedule according to business forecast, payroll budget guidelines, and productivity requirements.
  • Ensure schedules, payroll, and shift replacements are accurately executed within Highgate guidelines.
  • Ensure that no-show revenue is maximized through consistent and accurate billing.
  • Maintain Highgate Hotel S.O.P.'s regarding Purchase Orders, vouchering of invoices, and checkbook accounting.
  • Ensure that Wage Progress, Productivity, and the Ten Day Forecast are completed on a timely basis according to Highgate Hotel S.O.P.'s.
  • Maintain a professional working relationship and promote open lines of communication with managers, employees, and other departments.
  • Work closely with accounting on follow-up items, i.e., returned checks, rejected credit cards, employee discrepancies, etc.
  • Operate all aspects of the Front Office computer system, including software maintenance, report generation, and analysis.
  • Monitor proper operation of the P.B.X. console and ensure that employees maintain Highgate Hotel S.O.P.'s in its use.
  • Partner with 3rd party operators to ensure a seamless experience for all guests.
  • Ensure staff greet and welcome all guests approaching the Front Desk in accordance with Highgate Hotel S.O.P.'s.
  • Ensure implementation of all Highgate Hotel policies and house rules.
  • Assist in preparation of revenue and occupancy forecasting.
  • Ensure logging and delivery of all messages, packages, and mail in a timely and professional manner.
  • Maintain constant communication with Housekeeping, Reservations, and the accounting departments.
  • Operate radios efficiently and professionally in communicating with hotel staff.
  • Coordinate all aspects of the ongoing implementation of the Highgate Hotel philosophy of service.
  • Ensure correct and accurate cash handling at the Front Desk.
  • Follow and enforce all Highgate Hotel credit policies.
  • Ensure that employees are, at all times, attentive, friendly, helpful, and courteous to all guests, managers, and other employees.
  • Ensure participation within department for monthly Highgate Hotel team meeting.
  • Focus the Guest Services Department on their role in contributing to the Guest Service and audit scores.
  • Monitor all V.I.P.'s, special guests, and requests.
  • Maintain required pars of all front office and stationary supplies.
  • Review daily Front Office work and activity reports generated by Night Audit.
  • Review Front Office logbook and Guest Request log on a daily basis.
  • Be familiar with all corporate sponsored programs such as airline mileage, Triple Upgrade, or V.I.P. programs, and the standards and procedures for each.
  • Maintain an organized and comprehensive filing system with documentation of purchases, vouchering, schedules, forecasts, reports, and tracking logs.
  • Conduct meetings according to Highgate Hotel standards as required by management.
  • Ensure owner satisfaction and support Director of Owner Relations as needed.
Requirements:
  • 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.
  • Maintain a warm and friendly demeanor at all times.
  • Must be able to effectively communicate both verbally and written, with all level of employees and guests in an attentive, friendly, courteous, and service-oriented manner.
  • Must be effective at listening to, understanding, and clarifying concerns raised by employees and guests.
  • Must be able to multitask and prioritize departmental functions to meet deadlines.
  • Approach all encounters with guests and employees in an attentive, friendly, courteous, and service-oriented manner.
  • Attend all hotel required meetings and trainings.
  • Maintain regular attendance in compliance with Highgate Hotel Standards, as required by scheduling, which will vary according to the needs of the hotel.
  • Maintain high standards of personal appearance and grooming, which includes wearing the proper uniform and nametag.
  • Comply with Highgate Hotel Standards and regulations to encourage safe and efficient hotel operations.
  • Maximize efforts towards productivity, identify problem areas, and assist in implementing solutions.
  • Must be effective in handling problems, including anticipating, preventing, identifying, and solving problems as necessary.

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