Assistant Front Office Manager - Kona Village

Rosewood Hotel Group•Kailua Kona, HI

19d•Onsite

About The Position

The Assistant Front Office Manager is responsible for managing all aspects of Front Desk functions in accordance with hotel standards and for directing, implementing, and maintaining a service and management philosophy that guides the staff. The role oversees front desk operations and supports the Front Desk, Bell/Door, PBX, and Concierge teams in delivering prompt, courteous service and guest satisfaction. The position includes coordinating staffing and daily operations: preparing weekly schedules based on staffing guidelines and labor forecasts, assigning duties, coordinating breaks, conducting pre-shift meetings, inspecting staff grooming and readiness, and monitoring performance. The manager reviews business levels, plans for critical situations, monitors check-in and check-out, guest requests, communications, guest mail, express checkout, safe deposit procedures, and the hotel entrance. The role also handles guest complaints, overbookings and walked guests, supports staff in resolving payment issues, and assists Accounting with disputed charges. The role maintains knowledge of hotel services, room details, rates, promotions, arrivals and departures, room availability, group activities, and hotel policies. It ensures compliance with cashiering and accounting procedures, including processing payments, balancing and securing receipts and banks, and reviewing no-shows for billing. The position also maintains departmental supplies and equipment, uses the hotel computer systems, and follows hotel requirements for accidents, emergencies, and guestroom access security.

Requirements

At least two years of experience as a Front Desk Agent; experience in a luxury or ultra-luxury hotel is preferred.
High school diploma and some college.
Ability to perform job functions with attention to detail, speed, and accuracy; prioritize, organize, and follow up.
Ability to think clearly, remain calm, and resolve problems using good judgment; follow directions thoroughly and understand guest service needs.
Ability to work cohesively with coworkers, work with minimal supervision, and maintain confidentiality of guest information and hotel data.
Familiarity with yields management and cost controls.
Ability to ascertain departmental training needs and provide training, direct staff performance, and follow up with corrections when needed.
Ability to input and access information in property management systems, computers, and point-of-sale systems.
Ability to speak, read, and write English.
Ability to exert physical effort in transporting an unspecified amount of weight, perform various physical movements throughout work areas, reach up and down, remain stationary at times, and communicate satisfactorily with guests and coworkers.
No licenses or certifications required.

Nice To Haves

Experience in a luxury or ultra-luxury hotel.
Fluency in other languages.

Responsibilities

Manage all aspects of Front Desk functions in accordance with hotel standards and maintain the department’s service and management philosophy.
Maintain knowledge of and comply with departmental policies, service procedures, standards, equipment maintenance, and intended equipment use.
Maintain superior service standards, positive guest relations, and cleanliness, sanitation, and organization in assigned work areas.
Anticipate and respond promptly to guest needs; resolve complaints and ensure guest satisfaction.
Maintain knowledge of hotel features and services, room types and locations, rates and promotions, business levels, arrivals and departures, VIPs, room availability, group activities, and hotel policies.
Access the computer system and answer department telephone calls within three rings using proper greeting and telephone etiquette.
Establish supply and equipment par levels and complete requisitions to replenish shortages or meet anticipated needs.
Ensure current information on rates, packages, and promotions is available at the Front Desk and staff are knowledgeable about it.
Review daily business levels, anticipate critical situations, and plan effective solutions.
Prepare and adjust weekly work schedules according to staffing guidelines and labor forecasts; document late or absent employees and coordinate staff breaks.
Assign staff duties and conduct pre-shift meetings covering information relevant to the day's business.
Inspect staff grooming and attire, and ensure materials and equipment are ready for service.
Monitor staff performance across service and job functions, correct deficiencies, and assist staff in performing their duties.
Monitor the hotel entrance and resolve congestion; oversee check-in and check-out and assist with processing guests efficiently.
Monitor communication logs and ensure guest requests are followed up within minutes.
Monitor safe deposit box procedures, guest mail, and express checkout processing.
Monitor staff interactions with guests, address service discrepancies, observe guest reactions, and confer with staff about guest satisfaction.
Follow hotel requirements for guest and employee accidents or injuries and emergency situations, and ensure security of guestroom access.
Ensure cashiering complies with Accounting policies and standards, including contracted banks, shortages and overages, late charges, petty cash and paid-outs, adjustments, posting charges, making change, check cashing, payment processing, account settlement, reports, receipt balancing and dropping, and securing banks.
Review prior-night no-shows and verify billing; assist Accounting in researching disputed charges and explaining disputes to guests when required.
Assist staff with expediting problem payments.
Anticipate sold-out situations, know the number of overbooked rooms, and handle overbooked or walked guests.
Perform other duties as required.