Front Office Supervisor

57-091 Kamehameha Hwy, Kahuku, Hawaii, United States, 96731 • Full Time • Non-Management

About the role

The Front Desk Agent processes all guest check-ins, verifies guest identity, form of payment, assigns rooms, and activates/issues room keys. They set up accurate guest accounts, enter Marriott Rewards information, ensure rates match market codes, document exceptions, and secure payment prior to issuing keys. Agents also verify and adjust billing, compile and review daily reports, logs, and contingency lists, complete cashier and closing reports, and supply guests with directions and property information.

Agents accommodate guest requests, follow up to ensure fulfillment, process all payment types, vouchers, paid-outs, and charges, balance and drop receipts, count and secure the bank at shift start/end, and obtain manual authorizations while following all Accounting procedures. They notify Loss Prevention/Security of guest theft reports, assist management in training, evaluating, and coaching employees, and serve as the first point of contact for the Guarantee of Fair Treatment/Open Door Policy process.

Agents develop and maintain positive working relationships, support team goals, and address employee concerns. They follow company policies, report safety issues, complete training, maintain professional appearance, and protect proprietary information. Agents welcome and acknowledge guests, anticipate service needs, assist individuals with disabilities, and express genuine appreciation. They communicate clearly, prepare accurate documents, and use computers/POS systems efficiently.

Responsibilities

• Process guest check-ins, verify identity, form of payment, assign rooms, and issue room keys
• Set up accurate guest accounts according to requirements and enter Marriott Rewards information
• Ensure rates match market codes and document exceptions
• Secure payment prior to issuing room key and verify/adjust billing
• Compile and review daily reports, logs, and contingency lists
• Complete cashier and closing reports
• Supply guests with directions and property information
• Accommodate guest requests and follow up to ensure fulfillment
• Process all payment types, vouchers, paid-outs, and charges
• Balance and drop receipts
• Count and secure bank at the beginning and end of each shift
• Obtain manual authorizations and follow all Accounting procedures
• Notify Loss Prevention/Security of guest reports of theft
• Assist management in training, evaluating, counseling, motivating, and coaching employees
• Serve as a role model and first point of contact for the Guarantee of Fair Treatment/Open Door Policy process
• Develop and maintain positive working relationships; support team goals
• Listen and respond appropriately to employee concerns
• Follow company policies and procedures; report accidents, injuries, and unsafe work conditions
• Complete safety training and certifications
• Ensure personal appearance is clean and professional
• Maintain confidentiality of proprietary information and protect company assets
• Welcome and acknowledge guests; anticipate and address service needs
• Assist individuals with disabilities
• Express genuine appreciation to guests
• Communicate clearly and professionally; prepare and review written documents accurately
• Answer telephones using appropriate etiquette
• Ensure adherence to quality standards
• Enter and locate information using computers/POS systems
• Stand, sit, or walk for extended periods
• Move, lift, carry, push, pull, and place objects weighing up to 10 pounds without assistance
• Perform other reasonable job duties as requested by Supervisors

Requirements

• High school diploma or G.E.D. equivalent
• At least 1 year of related work experience
• At least 1 year of supervisory experience (preferred)

Pay

$29.26–$36.57 per hour