Front Desk Manager

Auberge Collection•Kawaihae, HI

39d•Onsite

About The Position

The Front Desk Manager will oversee all aspects of the Front Desk, ensuring that the quality of service meets the resort’s standards. This role requires a pursuit of excellence in luxury service delivery and is responsible for ensuring that all guests are delighted by the quality, creativity, and variety of offerings within the hotel. The Front Office Manager will lead with ENRICH values, creating and supporting a cohesive team and building interdepartmental collaboration.

Requirements

Minimum of two years as a Front Office/Concierge or Guest Services Supervisor/ Associate for a luxury hotel.
Bachelor's Degree or Certification in Hospitality Management or related field.
Previous management experience required, preferably in a luxury setting in an active union property
Full Time Management Position requires full flexibility, including the ability to work weekends and holidays and a varied schedule, based on operational needs.
Experience with Opera Cloud
Genuine affinity for interacting meaningfully and positively with all Team Members and Guests.
Self-confidence and leadership skills.
Excellent service, etiquette, and protocol skills and knowledge.
Familiarity with the surrounding area, its geography, recreation opportunities, restaurants, events, sights, and other places of interest.

Nice To Haves

Preferred experience with ALICE, OnTrack, ADP, Birchstreet, and Google suites

Responsibilities

Oversee day-to-day hotel operations within the Front Desk (to include Guest Service Agents, Rooms coordinator, and Resort Assistant Managers)
Oversee the arrival and departure experiences of guests; manage flow of front desk during high volume and group activity; support service recovery needs of guests
Assist the Director of Front Office with the monitoring of the performance of the hotel through verification, maintenance, and analysis of OPERA and ALICE.
Work as an active member of the management team. Creating professional relationships and active involvement with all hotel operations, including but not limited to; daily, and weekly management meetings, and support to all team members, including Manager on Duty Shifts.
Partner with various other departments like Housekeeping, Concierge, and Food & Beverage to ensure guest satisfaction
Maintain product and service standards in line with AU standards expectations by conducting ongoing evaluations and investigating complaints.
Perform duties related to guests of note: Review group resumes, coordinate amenity delivery, inspect accommodations, extend personal welcome, etc.
Recruit and provide training to staff in service standards, ENRICH values and technical standards.
Scheduling and payroll management
Maintain the training program and ensure it is being followed and each new Team Member is trained to the hotel's standard.
Coaching, counselling, performance reviews and team member check ins.
Ability to coordinate multiple activities with attention to detail and follow through
Ability to take on new responsibilities and roles as the position demands.
Ability to work independently, with minimal supervision.
Excellent written and communication skills in polished business English.