Front Services Manager - Kahana Falls Resort

Lahaina, HI, US

Kahana Falls Resort

Front Desk

Job Summary:

To participate in and oversee the daily operation of the front desk and ensure the delivery of excellence to our internal/external customers and assist General Manager with daily duties.


Reports to / Supervision Received:

  1. Manager: Suzie Moore
  2. Direct Supervisor: Suzie Moore
  3. Indirect Reporting Relationship: Director of Resort Operations


Job Expectations:

1. Spot-check audit reports for accuracy and delegate corrections to appropriate personnel.

2.   Handling front office employee complaints, problems, and work performance problems—following up on same.

3.   Handling guest problems that are beyond the front desk clerk's jurisdiction.

4.   Coordinating operational problems between departments.

5.   Planning and implementing all procedures and policies concerning front desk operations.

6.   Making sure all reports are completed in a timely manner at month's end.

7.   Coordinating all work projects to be done as side work by the front desk.

8.   Coordinating all upgrades, making sure payments are made immediately and guests are satisfied; handling actual encounters with guests whenever necessary.


Essential Functions:


1.   Perform exceptional customer service

· Greet and attend to guest

· Ensure a smooth check-in and check-out procedure

· Accommodate to guest needs

· Distribution of mail

2.   Maintain accounts

  • Check balance accounts
  • Daily reconciliation
  • Monthly deposits

3.   Telephone etiquette

  • Prompt and professional

4.   Correct/follow up with guest requests

  • Identify problem(s) and correct thru appropriate departments; follow up

5.   Inventory Control

  • Keys and gate cards
  • Responsible for his/her maintenance of uniforms and nametags.

6.   Reservations

  • Room inventory

7.   Employee Supervision and Development

  • Assume leadership role
  • Training of new employees
  • Scheduling
  • Ordering of supplies
  • Recruiting of new employee
  • Discipline and reward GSR
  • Problem-solving
  • Budget management
  • Payroll

8.   Other tasks as required by General Manager.


Knowledge, Skill, and Experience:


1. Minimum Education (or substitute experience) required:

  • High school diploma or equivalent

2. Minimum Experience required:

  • 2+ years in the management field
  • Previous hotel experience preferred

3. Skills Required:

  • Must have good oral and written communication skills
  • Ability to multi-task
  • Excellent interpersonal and leadership skills


Physical Job Description

Typical Working Conditions:
(Describe environment including exposure to heat, cold, fumes, chemicals, allergens, mold, etc.)

  • Exposure to chemicals and elements of local environment.

Equipment Used:
(List all manual and automated equipment used in the course of performing essential functions.)

  • Computer, phone, mouse, keyboard, calculator, copier, fax machine

Essential Physical Tasks:
(List all physical tasks encountered in performing essential functions.)

  • Ability to stand while using the computer or phone and completing work-related tasks.


Trading Places International reserves the right to modify and update this Position Description as needed.