Prince Waikiki: Guest Services Supervisor (Full Time)

Prince Waikiki, 100 Holomoana Street, Honolulu, Hawaii, United States of America Req #1610
Monday, November 21, 2022

Aloha and Welcome!  Thank you for your interest in employment opportunities with Prince Waikiki on Oahu.  We invite you to our dynamic team of hospitality professionals.

We are confident that our salary and benefits package will be attractive. In addition to competitive industry salaries, ambassador recognition programs, training, and career opportunities, we offer the following benefits: medical, drug, vision, and dental care, life insurance, paid vacation and sick leave, 401K, Health Reimbursement, discounted parking, dining and golf discounts, and more. 

At Prince Waikiki, we're creating a hospitality company whose future is unlimited and whose values reflect the dedication and passion of our employees.
 
Our success is measured by the quality of the relationships we build with one another, our guests, and our strategic partners.
 
By seeking ways to add value to every encounter, we set ourselves apart from others and instill a sense of pride that is uniquely Prince. We invite you to share this journey with us.

PW GUEST SERVICES SUPERVISOR

Primary Responsibilities:Oversees day-to-day operations at the front desk, while maintaining a standard for all guest experiences. Supervises staff and interactions with customers to ensure quality service. Complies with all procedures established by management. Handles guest complaints and responds to emergency situations. Assist Front Office Management team and Ambassadors on daily tasks and projects.

Essential Duties:

  1. Oversee the front desk and rooms control areas of the hotel, ensuring guest services are met with service excellence.
  2. Assist Front Office Managers to train, supervise and assist Ambassadors for an efficient operation.
  3. Maintain smooth check-ins and check-outs, assisting the front desk whenever necessary to support and provide resolution wherever problems arise.
  4. Assist the Rooms Control department by assisting in guest blocking, helping with site preparation, and responding to emails from upper management regarding guest preferences and group/guest requirements.
  5. Field and address guest complaints, conducts thorough research to develop the most effective solutions and negotiate results in a professional manner. Listen and extend assistance needed to resolve problems that may arise. Maintain a professional appearance and demeanor.
  6. Monitor hotel staff at the front desk to ensure that all procedures are followed as established by management. As necessary, coordinate with Hotel Assistant Managers best practices to update and enhance ambassador experience. Utilize a computer system to access information. Perform activities involving lifting and /or moving heavy objects, walking/standing for long periods and working in undesirable conditions.
  7. Inspect all physical aspects of the Hotel’s appearance on a continual basis in accordance with standards established by hotel management. Focus on front desk and surrounding areas of the desk. Inspections require, but are not limited to, bending, stooping, reaching, climbing, and kneeling. Immediately report all safety hazards or items in need of attention to the appropriate departments.
  8. Immediately respond to hotel emergencies in a calm effective manner, consistent with hotel emergency procedure policies. Maintain strong working knowledge of all hotel emergency procedures, updates, and emergency contacts. Responses may involve, but are not limited to, running up/down 35 flights of stairs past and around obstacles. Color vision is critical in determining the nature of alarms.

Other Duties:

  1. Ensure safety of hotel, hotel guests, and employees through understanding of outlined safety procedures and guidelines.
  2. Handle noise complaints, credit problems, employee conflicts, guest relocations, and reject of undesirable people in conjunction with the hotel security force utilizing diplomacy and good judgement.
  3. Manage front desk ambassador areas: Scheduling, decision making, training, evaluation
  4. Assist with callouts and covering the desk when staff is short
  5. Perform check in and check out.
  1. Must be able to perform general cashiering procedures.
  1. Perform other duties assigned by Director of Front Office or Hotel Assistant Manager

Working Conditions:

  1. Must be able to work indoor and outdoor.
  2. Able to incur the pressure involved with guests and ambassadors
  3. Grooming to standards outlined in the Prince Look Policy.
  4. Ability to multitask, prioritize and meet deadlines.

Work Hours:

  1. Due to the cyclical nature of hospitality industry, employees may be required to work varying schedules to reflect the business needs of the Hotel and Golf Club.
  2. Various shifts (morning, midday, night and grave).

Equipment Use:

  1. Ability to access and accurately input information into a computer system. Ability to demonstrate proficiency on software including but not limited to: Opera, Microsoft Office, Outlook, Dayforce
  2. Two Way Radio
  3. Key and Gift Card Encoder
  4. Ability to use various office equipment, including, but not limited to: telephone, computers, 10-key, photocopiers, printers and facsimile machine.
  5. Ability to access and accurately input information into a computer system. Ability to use Microsoft Excel and Word Programs.

Mental and Physical Demands:

  1. Ability to work under pressure and deal with situations which may be deemed stressful during busy periods.
  2. Ability to be mobile throughout the hotel.
  3. Ability to stand for the full duration for up to 8 hours or more.
  4. Ability to bend, squat, stand and/or bend to perform essential job functions for the full duration of the shift.
  5. Ability to exercise judgment in evaluating situations and making sound decisions.
  6. Ability to lift 25 pounds (i.e. Assist with luggage handling).

Communication Demands:

  1. Ability to effectively deal with internal and external customers, some requiring high levels of patience, tact and diplomacy to defuse anger and collect information.
  2. Ability to communicate proficiently effectively and professionally (read, write, and speak) in English.
  3. Ability to communicate effectively in English with employees and guests, understand reports and related correspondence and accurately perform essential job functions.
  4. Ability to effectively deal with guest and employee concerns in a friendly and positive manner, including listening to the nature of the concern, demonstrating empathy, patience, tact and diplomacy with the guest and providing positive and proactive solutions.
  5. Ability to exercise judgement, supervise the work performance of others and develop subordinates to the enhance advancement in the Hotel.
  6. Ability to speak, read and write a foreign language preferred, with Japanese being the most desirable.

Minimum Qualification Requirements:

  1. Minimum three years of the hotel experience in the guest services required. Supervisory experience preferred.
  2. High School diploma required.
  3. Any combination of education and experience that provides the required knowledge, skills, and abilities necessary to perform the duties of the position.
  4. Ability to present current valid TB clearance
  5. Ability to speak another language in addition to English is preferred, with Japanese being the most desirable.

We appreciate your interest in joining our 'Ohana.   Due to our numerous inquiries, only qualified applicants for posted positions will be contacted by phone or email provided on your employment application form. 

Other details

  • Pay Type Hourly
Location on Google Maps
  • Prince Waikiki, 100 Holomoana Street, Honolulu, Hawaii, United States of America