Assistant Director of Front Office Operations

The Kahala Hotel & Resort•Honolulu, HI

1d•$82,000 - $88,000

About The Position

Supports the strategic and daily leadership of Front Office operations, ensuring seamless guest experiences across Front Desk, Front Services, PBX, and Guest Services. Assists in developing, implementing, and maintaining operational standards and procedures aligned with brand expectations and luxury service standards.

Requirements

High School Diploma or General Education Diploma (GED) required.
Minimum of two (2) years of management experience required.
Minimum of three (3) years of Front Office operations required.
Demonstrates strong attention to detail with the ability to manage multiple priorities in a fast-paced, guest-focused environment.
Exercise sound judgement and decision-making skills in both routine and high-pressure situations.
Ability to interpret and follow written and verbal instructions, policies, and procedures.
Strong organizational and prioritization skills with the ability to delegate effectively.
Ability to access, understand and accurately input information using a moderately complex computer system utilizing software such as Microsoft Word, Excel, Publisher, Powerpoint, Opera PMS System, HotSOS, and Microsoft Outlook.
Comprehensive understanding of hotel operations, including reservations, room assignments, guest services, housekeeping coordination, and financial/security procedures.
Strong verbal and written communication skills in English.
Ability to interact professionally with guests, team members, and leadership, demonstrating diplomacy, discretion, and problem-solving skills in high-touch service situations.
Must maintain a neat, clean and well groomed appearance as outlined in the employee handbook.
Ability to work varying shifts and maintain attendance in accordance with the hotel’s attendance policy.
Ability to comply with hotel rules and regulations including policies regarding safety and grooming standards.

Nice To Haves

Bachelor’s degree in Hospitality Management or a related field preferred.
Experience with Opera PMS, HotSos, and Yellow Dog systems preferred.
CPR and Standard First Aid Certification preferred.
Valid Blue and Purple Manager Liquor Card is required.

Responsibilities

Assist in overseeing and enhancing all Front Office operations, ensuring exceptional service delivery and operational efficiency.
Uphold and ensure compliance with brand and Leading Hotels of the World (LHW) standards across all service areas.
Support recruitment, training, coaching, scheduling, and performance management of Front Office team members, provide guidance on corrective actions in alignment with company policies.
Assist in preparing and managing departmental budgets, including operating, capital expenditure, and labor forecasting.
Communicates regularly with support departments including, but not limited to, Guest Services, Food & Beverage, Sales and Marketing, Housekeeping, Room Service and Accounting.
Plans and attends monthly meetings including departmental communications meetings.
Executes, plans, and oversees all departmental scheduling and payroll processes to ensure accuracy and efficiency.
Collaborate with the Director of Front Office Operations and Sales team to support revenue optimization strategies, including package development and maximizing ADR and RevPAR performance.
Ensure a safe and secure environment by reporting suspicious activity and hazardous conditions to the Security Department.
Supports emergency response efforts by providing guidance to guests and team members during fire or other emergency situations.
Engage with guests in public areas, responding to inquiries and providing assistance to enhance the overall guest experience.
Oversee and verify credit card authorizations for processing advance deposits processing in accordance with financial policies.
Perform additional duties and special projects as assigned by senior leadership.