Front Desk Supervisor

Job Description

Job Description

The Hotel Front Desk Supervisor oversees daily front office operations, leading staff to ensure exceptional guest service. They handle scheduling, staff training, escalated guest complaints, and billing issues, while coordinating with housekeeping and management to maintain seamless check-ins, check-outs, and overall hotel operations.

$20 - $21 hourly

• Team Leadership: Train, schedule, and mentor front desk agents, acting as the floor role model.
• Guest Relations: Greet guests, oversee arrivals/departures, and efficiently resolve escalated complaints or special requests.
• Financial Oversight: Manage cash drawers, verify billing, process adjustments, and assist with auditing daily transactions.
• Operational Flow: Monitor room availability, manage group blocks, and relay pertinent shift information to incoming staff.
• Interdepartmental Coordination: Communicate regularly with Housekeeping, Maintenance, and Sales departments.

• Experience: 2–3 years of front office or guest service experience, ideally within the hospitality industry.
• Skills: Strong customer service, conflict resolution, proficiency in Property Management Systems (PMS), and basic math/accounting skills.
• Soft Skills: Excellent verbal communication, adaptability, and the ability to remain calm and professional under pressure.
• Education: High school diploma; an associate's or bachelor's degree in hospitality management is highly preferred.

Located on the coastline of Hilo Bay, the Grand Naniloa Hilo, a DoubleTree by Hilton, is 30 miles from Hawaii Volcanoes National Park. All rooms have free WiFi.

Guest rooms offer garden, ocean, or harbor views of Hilo Bay, Hamakua Coast, or Hilo Harbor. Each room is equipped with a flat-screen TV and a refrigerator, and bathrooms are finished with German limestone. Suites boast a kitchenette.

The Grand Naniloa Hilo, a DoubleTree by Hilton, features an outdoor swimming pool and a sundeck. The Naniloa Golf Course, located within the hotel grounds and adjacent to the Grand Naniloa Hotel, offers a free round of golf daily to guests.