Front Office Supervisor at Maui Coast Hotel – Kihei, Hawaii

Under the general guidance and supervision of the Assistant General Manager, the Front Office Supervisor supports the daily operations of the front desk and acts as a liaison between the front office team and hotel leadership. This position ensures the delivery of exceptional guest service by supervising the front desk staff, resolving guest concerns, and maintaining high operational standards. The ideal candidate will lead by example and help foster a welcoming, efficient, and professional environment for both guests and staff.

Duties and Responsibilities:

• Oversee and support daily front desk operations including guest check-in/check-out, room assignments, billing, and reservation management
• Ensure front office staff deliver outstanding service and adhere to all hotel procedures and brand standards
• Act as the primary point of contact in the absence of the Assistant General Manager
• Provide coaching, training, and support to front desk team members, including onboarding new staff
• Respond promptly and effectively to guest complaints, special requests, and service recovery situations
• Monitor staffing levels and adjust schedules as needed to meet business demands
• Assist with creating or reviewing front office reports, such as occupancy, arrivals/departures, and VIP lists
• Communicate with other departments such as Housekeeping and Engineering to ensure smooth operations
• Maintain cleanliness, organization, and professionalism at the front desk and lobby areas
• Ensure compliance with safety, security, and cash-handling policies
• Handle escalated guest issues with discretion and professionalism
• Ensure Airline Info is updated, accurate and ready for arrival/departure
• Must be able to book reservations
• Other duties as assigned

Required Knowledge/Skills/Abilities:

• Strong working knowledge of hotel’s computer systems (e.g., Opera, HotSoS, Canary, GMS, TravelClick, Gems, CorePark etc.)
• Assist/Train Front Office Agents with hotel’s computer systems
• Excellent verbal and written communication skills
• Strong leadership and team-building abilities
• Professional appearance and demeanor
• Ability to work a flexible schedule, including nights, weekends, and holidays
• Conflict resolution and problem-solving skills with a guest-first approach
• Must obtain Liquor Card/License Issued by State of Hawaii

Education and Experience:

• High school diploma or equivalent required; associate or bachelor’s degree in Hospitality Management or related field preferred
• 2+ years of hotel front desk experience, with at least 1 year in a leadership or supervisory role

Working Conditions:

• Indoor, climate-controlled front office/lobby environment
• High level of guest and staff interaction
• Fast-paced environment requiring multitasking and adaptability
• Must be able to work AM and PM Shifts