About UsPeople are the cornerstone of the Maui Beach Hotel experience. We believe in nourishing talent, motivating creativity, and advocating for inclusion, compassion and respect. Our associates grow and thrive at every level. As a result, our team members are at the top of their game. Known for getting it right the first time, they're empowered, original, and intuitively adaptive.Want to work for a team that believes in you and what you can do? Take the first step towards a new career in hospitality now. Apply today.Role OverviewGuest Service Supervisor is responsible for managing guest and front office operations in the absence of the Guest Service Manager. Guest Service Supervisor oversees Guest Relations, Reservations, Groups, PBX, Lobby operations and Hotel amenities, such as shuttle services, and luggage storing.Essential Functions
Lead, train, and motivate a team of guest service agents to ensure efficient and friendly service.
Assign daily tasks and provide ongoing coaching to improve performance and guest satisfaction.
Ensure high standards of guest service by addressing guest inquiries, concerns, and requests promptly and professionally.
Resolve any guest complaints or issues, striving for solutions that enhance the guest experience.
Oversee front desk operations to ensure smooth check-in/check-out processes.
Monitor and maintain accurate room availability, reservations, and booking systems (e.g., property management system).
Ensure adherence to hotel policies, procedures, and safety standards.
Assist in the recruitment, training, and development of guest service agents.
Provide regular feedback and performance evaluations to team members to foster growth and improvement.
Maintain accurate records related to guest service interactions, hotel occupancy, and staff scheduling.
Work closely with housekeeping, maintenance, and other hotel departments to ensure guest needs are met in a timely and efficient manner.
Communicate with management regarding operational issues, guest feedback, and any challenges faced by the front desk team.
Requirement & Qualifications
High school diploma or equivalent required; college degree in hospitality management or related field preferred
Minimum of 3 years of experience working in a hotel front desk position
Minimum of 1 year of supervisory experience in a hotel environment
Excellent customer service skills and ability to handle guest complaints effectively
Strong communication skills, both verbal and written
Strong organizational skills and attention to detail
Knowledge of hotel reservation systems and hotel operations
Proficiency in Microsoft Office and other computer programs
Ability to work in a fast-paced environment, handle multiple tasks simultaneously, and remain calm under pressure.
Flexibility to work weekends, holidays, and various shifts as required.
Benefits
Health insurance
Dental insurance
Vision insurance
401(k) + matching
Paid time off
Group Life insurance
Referral program
Employee discount at Springboard Hospitality properties
Disclaimer: By submitting your application for this position, you acknowledge and consent to undergo a comprehensive background screening and drug testing process as a condition of employment. This screening may include, but is not limited to, verification of identity, criminal history, credit history, education, employment history, and professional references. Furthermore, you agree to participate in any required drug testing, which may involve the collection and analysis of urine, blood, saliva, or hair samples. The results of these screenings will be used in accordance with applicable federal, state, and local laws, and may impact the final hiring decision. Please note that any false statements or omissions on your application may result in disqualification from the hiring process or termination of employment. By proceeding with your application, you confirm your understanding and acceptance of these terms.
