Prince Waikiki: Director of Front Office (Salary)

Human Resources Team•Honolulu, HI

3d•Onsite

About The Position

The Director of Front of Office is a key position in the Hotel and is responsible for providing leadership, motivation and direction to the Front Office, including Hotel Assistant Managers, Night Manager, Guest Services, Concierge, Bell Services, Parking, PBX, and Club Lounge teams of the Hotel to successfully balance running an efficient operation and upholding the highest degree of guest satisfaction. Provides leadership, training and mentorship to Front Office managers and supervisors to ensure operational consistency and long-term succession planning for all areas of the Front Office. Establishes, reviews and enforces department policies and procedures to maintain standards of guest service and policies set forth by Executive Management. Prepares the annual department operating and CIP budget and reports on forecasting, occupancy, department budget, ADR strategies, etc. in a timely manner. Effectively handles multiple projects and assignments.

Requirements

Considerable knowledge of all departments’ functions, hotel facilities/services and city and current events.
Thorough knowledge of all Front Office operations and individual job requirements.
Advanced mathematical skills and considerable skill in the use of a calculator to prepare moderately complex mathematical calculations without error.
Ability to analyze financial information.
Ability to communicate effectively in the English language with employees and guests, understand reports and related correspondence and accurately perform essential job functions.
Ability to effectively deal with guest and employee concerns in a friendly and positive manner, including listening to the nature of the concern, demonstrating empathy, patience, tact and diplomacy with the guest and providing positive and proactive solutions.
Ability to manage a large staff and apply proven supervisory skills to plan, organize, direct, coach, train and discipline employees.
Ability to exercise judgment, supervise the work performance of others and develop subordinates to enhance advancement in the Hotel.
Ability to supervise/direct both subordinate and non-subordinate personnel.
Ability to oversee the operation of the Rooms Division.
Ability to decipher data and analyze information to make effective, sound decisions.
Ability to present information in a professional manner in a variety of settings.
Ability to organize detailed information and prioritize workload to ensure deadlines are met.
Ability to work professionally under pressure and deal with stressful situations during busy periods and with demanding guests.
Ability to manage multiple tasks simultaneously.
Ability to access and accurately input information into a computer system. Ability to use Microsoft Excel and Word programs.
Ability to use various office equipment, including, but not limited to, typewriters, calculators, photocopiers, printers and facsimile machines.
Ability to sit, stand and move throughout the Hotel.
Ability to access and accurately input information into the hotel’s computer system.
Ability to demonstrate proficiency on software including but not limited to: Opera, Microsoft Office, Outlook, On Track, Kronos, Birchstreet, Data Park, Micros, Saflok, Opera)
Ability to use various office equipment, including but not limited to: telephone, typewriters, calculators, 10-key, photocopiers, printers, and facsimile machine.
Ability to safely operate various types of vehicles.
Must be able to be able to stand for extended periods of time.
May occasionally be asked to lift luggage and parcels,
Ability to manage the pressures involved with guests vendors and employees.
Ability to lift up to 50 lbs.
Ability to push/pull up to 75 lbs.
Must be able to respond and act appropriately in emergency situations.
Ability to effectively deal with internal and external customers, some requiring high levels of patience, tact and diplomacy to defuse anger and collect information
Ability to effectively communicate verbally in the English language.
Ability to communicate effectively in the English language with employees and guests, understand reports and related correspondence and accurately perform essential job functions.
Ability to effectively deal with guests and employee concerns in a friendly and positive manner, including listening to the nature of the concern, demonstrating empathy, patience, tact and diplomacy with guest / employee and providing positive and proactive solutions.
Ability to exercise judgement, supervise the work performance of others and develop subordinates to enhance advancement in the Hotel.
High school diploma required.
Minimum two years of progressive Front Office management experience, preferably in a similar size hotel.
CPR certification required.
Current valid driver’s license with clean traffic abstract for the past three years required. License valid in the State of Hawaii preferred.
Ability to drive various types of vehicles.

Nice To Haves

College degree preferred.
First Aid training preferred.
Ability to speak another language in addition to English is preferred, with Japanese being the most desirable.
Ability to communicate in a second language is preferred with Japanese being the most desired.

Responsibilities

Responsible for preparation of annual budget, financial reconciliation and weekly forecasts.
Prepare annual operating and CIP budget with department managers.
Manage labor standards and direct expenses to achieve maximum flow through to the bottom line profit.
Develop and implement strategic initiatives; review and analyze monthly financial statements with front office department managers and ensure budgetary goals are met.
Monitor and maintain compliance with hotel standard operating procedures.
Direct the day-to-day oversight of the Front Office department with the objective of ensuring the highest possible profit while maintaining the highest level of service and guest satisfaction.
Maintain profitability of the department to support the overall hotel operation. Control payroll and equipment costs, minimize loss and misuse. Ensure equipment is maintained and in good operating condition. Evaluate cost effectiveness of all aspects of the operation. Develop and implement cost saving and profit enhancing measures. Assist in the preparation of all required monthly reports.
Manage, coordinate and supervise the activities of the Front Desk, Concierge, Bell, Parking Communications departments and Hotel Assistant managers to ensure the highest level of courteous and efficient service to all internal and external customers. Schedule, direct and supervise staff in their work assignments.
Train, supervise, counsel and discipline staff for the efficient operation of the Front Office area. Monitor employee performance encourage improvement and development and complete annual performance evaluations.
Provide training and mentorship Front Office managers and supervisors to ensure consistent communication throughout the Front Office departments including: scheduling of regular departmental meetings, communicating pertinent daily information to the staff, consistent information transfer between shifts, etc.
Maintains rapport with all departments and attends relevant meetings.
Assist with Hotel Assistant manager duties as needed.
Maintains an open door policy and monitor employee relations.
Produces accurate and timely budges and staffs accordingly.
Completes annual performance evaluations for subordinate staff.
Perform other duties assigned by the Hotel Manager and/or General Manager.
Maintains inventories of necessary supplies at the Front Desk; submits requisitions for replacement of such depleted supplies or equipment.
Regular attendance in conformance with the standards, which may be established by the Hotel and Golf Club from time to time, is essential to the successful performance of this position.
Employees with irregular attendance will be subject to disciplinary action, up to and including termination of employment.
Due to the cyclical nature of the hospitality industry, employees may be required to work varying schedules to reflect the business needs of the Hotel and Golf Club.
Upon employment, all employees are required to fully comply with Hotel and Golf Club rules and regulations for the safe and efficient operation of the facilities.
Employees who violate Hotel and Golf Club rules and regulations will be subject to disciplinary action, up to and including termination of employment.