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Front Office Supervisor

posted March 7, 2018

Wine Country Inn
Saint Helena, CA
Amazing opportunity in beautiful St. Helena wine country for an experienced Front Office Supervisor!
579782 l

About This Job

San Francisco based Kokua Hospitality is a hotel management company for a portfolio of hotel across the US. Kokua (pronounced “koh-kooh-ah”) is a Hawaiian expression meaning “to serve others, to assist and to cooperate.” Kokua Hospitality embodies the Hawaiian spirit and culture of nurturing and caring for one another. Our mission is to be a diverse hospitality family, committed to our associates, home to our guests and transparent to our owners.


  • To be responsible for the smooth function of the front desk and the guest arrival experience.
  • To assist in maintaining the departmental operations manual.
  • To assist with departmental communication in the form of meetings, one on one communication, and written communication as necessary.

Customer Service

  • To ensure that all assigned associates deliver Kokua Hospitality’s core values and provide exceptional guest service at all times to internal and external guests.
  • To ensure that providing excellent customer service is a priority and that guest care is consistent with the goals of an upscale hotel.
  • To be familiar with directions, public transportation systems, and area attractions to be an advocate of Napa Valley and offer knowledge and assistance to guests.
  • To prepare for any group arrivals ensuring all appropriate departments understand what is expected and all group requests have been met


  • Balances all department accounts before the end of the shift and follows procedures for all computer postings.
  • Keeps keys and cash under constant security.
  • Accept packages for guests and for the administrative offices. Enforce a package tracking and delivery procedure policy and audit regularly.
  • To work closely with the General Manager, relevant to the operational requirements of the property.
  • To proactively manage labor costs based on key performance indicators while still delivering Wine Country Inn standards to the guest.
  • Assists in ensuring that Maximum Occupancy/Revenue is reached on a daily basis by ensuring appropriate rate surveys are done daily and adjustments are made as appropriate to the rate of the day to ensure competitiveness.
  • When rooms are available and area hotels are sold out, actively solicit area hotels for business or walks at the appropriate rate approved by the General Manager.


  • Maintains the organization and neatness of the Front Desk work area.
  • Runs a detailed shift audit at the close of each shift.
  • Daily supervision of and assists in the training of front office personnel.
  • Keeps a constant check of arrival and departure reservation status.
  • Monitors the room status in SkyTouch. Work directly with housekeeping to immediately investigating and correcting any discrepancies.
  • Runs daily system reports, i.e. arrivals, departures, occupancy, house count, etc. and distributes them according to established guidelines.
  • To coordinate and supervise special projects/tasks as assigned.
  • To organize VIP arrival notes, special requests and communicate this information to the hotel daily.
  • To demonstrate and train front desk agents about waste management and recycling programs and the safe handling of confidential information.
  • Assists in the training and implementation of comprehensive safety initiatives and all hotel standards.
  • Assists in ensuring that OSHA and ADA policies are upheld and enforced.
  • To observe the condition of assigned operating equipment and notify the General Manager of any deficiencies.
  • To assist in monitoring closely all green initiatives including the proper disposal of waste. It is essential the hotel recycle everything possible to embrace the Green Initiatives of our city, state and our guests.
  • To work closely with the leadership of the hotel and all departments in a supportive and flexible manner.


  • To assist in the recruitment and selection of all front desk agents.
  • To oversee the punctuality and appearance of all front desk agents, making sure that they wear the correct uniform and maintain a high standard of personal appearance and hygiene, according to the hotel and department’s grooming standards.
  • To maximize the effectiveness of front desk agents by developing their skills and abilities through the appropriate training, coaching, and/or mentoring.
  • To advise and assist with feedback on annual performance development discussions with front desk agents.
  • To support the implementation of “The Platinum Rule- providing the service that guests expect”, demonstrating and reinforcing Wine Country Inn Values and Kokua’s Culture.
  • To ensure that all associates have a complete understanding of and adhere to associate rules and regulations.
  • To ensure that associates follow all hotel, company and local rules, policies and regulations relating to fire safety, hazard safety, and security.

Other Duties

  • To maintain a professional demeanor and appearance, representing Wine Country Inn and Kokua Hospitality in a professional way.
  • To respond to changes in the front desk function as dictated by the industry, company and hotel.
  • To read the hotel's associate handbook and have an understanding of and adhere to the hotel's rules and regulations and in particular, the policies and procedures relating to fire, hygiene, health and safety.
  • To attend training sessions and meetings when required.
  • To carry out any other reasonable duties and responsibilities as assigned.

Knowledge, Education, Skills and Abilities

  • 2-3 years of previous supervisory experience in an upscale, boutique hotel or inn environment preferred.
  • Strong knowledge of applicable hotel PMS is required.
  • Excellent time management and problem-solving skills.
  • Polished and professional with excellent written and verbal communication skills.
  • Strong interpersonal skills and the ability to work well in a diverse environment with all levels in an organization.

Kokua Hospitality is an equal opportunity employer committed to hiring a diverse workforce and fostering an inclusive culture. Kokua Hospitality does not discriminate on any basis protected under federal, state or local laws.


About This Employer

Wine Country Inn

1152 Lodi Lane

Saint Helena, CA 94574

Telephone (707) 345-1070

Reservations (888) 465-4608


Guests of the luxurious Wine Country Inn enjoy some of the finest accommodations in Napa Valley. This romantic, secluded St. Helena bed and breakfast provides easy access to world-class vineyards and restaurants across Napa Valley. Not to mention, guests are within steps, or a short drive, from a nearly endless list of things to do and see.

Surrounded by rolling hills and postcard-worthy views, our St. Helena hotel is perfect for a Napa Valley honeymoon, rejuvenating escape, or a romantic getaway. It’s also ideal for a family retreat or reunion.

The Wine Country Inn Tradition Continues

Founded in 1975, this beloved romantic Napa Valley bed and breakfast boutique hotel is between the charming towns of St. Helena and Calistoga. It is within walking distance of famous wineries and a short drive from some of the best attractions in Napa Valley. When you're not exploring award-winning wineries, you can spend an afternoon hiking or biking. The views are incredible. Or, take a cooking class at the Culinary Institute of America. There are, of course, plenty of options for shopping, dining and entertainment.

Luxurious Accommodations and Amenities

The Wine Country Inn is recognized as one of the best St. Helena bed and breakfasts in Napa Valley. With 29 comfortable guestrooms and suites, the inn merges traditional design and country charm, making it one of the most unique boutique hotels near Napa Valley. Don’t miss the chance to take a dip in the pool or spend a luxurious afternoon in the seasonal outdoor spa. Take some time to explore the property of our St. Helena hotel, which includes lush landscape, open lawns, and shaded nooks. Your reward is a picture perfect panoramic view of the Napa Valley wine district.

More than any other Napa Valley bed and breakfast or hotel, the Wine Country Inn allows guests to rest, relax and rejuvenate. The intimate privacy of this authentic Napa Valley hideaway is priceless. Here, unique architecture meshes with surrounding vineyards for that ultimate wine country experience.

Unlike many other Napa Valley boutique hotels, the Wine Country Inn achieves a flawless balance of comfort, quiet, and beauty. Come and enjoy a memorable escape at our St. Helena hotel. It's an ideal spot for a romantic weekend getaway or elopement, a reunion with friends and family, or a getaway "just because."