Director of Front Office Operations

The Kahala Hotel & Resort•Honolulu, HI

7d•$77,000 - $87,000

About The Position

Responsible for all daily operations of the Front Office. Develops and maintains applicable operating procedures involving the Front Desk, Front Service, PBX and Guest Services.

Requirements

High School Diploma or General Education Diploma required.
Two (2) year management experience required.
Three (3) years experience in Front Office operations required.
Ability to pay attention to detail, work in a fast paced environment, handle multiple tasks and have a high level of patience.
Ability to use sound judgment.
Ability to comprehend and follow oral and written instructions and procedures.
Ability to prioritize work.
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.
Ability to effectively operate various office equipment. (i.e. facsimile, copy machine, telephone)
Knowledge of all hotel policies and procedures such as, but not limited to, room, food and beverage reservations, room assignment process, proper baggage handling, housekeeping methods, credit card policies and security practices.
Ability to communicate effectively in English both verbally and in writing.
Ability to effectively deal with internal and external customers, some of whom will require high levels of maturity, patience, tact and diplomacy to diffuse anger, collect accurate information and resolve conflicts.
Must hold current Manager Liquor card.

Nice To Haves

College degree in hotel management or similar field preferred.
Opera PMS, HotSos, and Yellow Dog experience preferred
Certification of tuberculosis clearance preferred.
CPR and Standard First Aid Certification preferred.

Responsibilities

To continuously monitor and improve the Front Office operations including the Front Desk, PBX, Front Service, and Guest Service areas.
Ensures that all service areas meet Brand and LHW standards.
Hires, evaluates and oversees supervision, training and scheduling of all Front Office areas.
Performs corrective actions as necessary.
Prepare annual departmental operating budgets as well as capital expenditure and manpower budgets.
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
Assists in the planning of packages and working closely with the Sales Department in maximizing room revenue and REV par.
Reports all suspicious persons or activities and hazardous or unsafe conditions to the Security Department.
Provides instruction and/or guidance for guest and employee safety in fire or other emergency situations.
Responds to guest questions.
Provide guest assistance, direction and information as requested when working in public areas.
Verify credit card authorizations for processing advance deposits
Performs a variety of other duties as assigned.