Front Office Manager

The Kahala Hotel & Resort•Honolulu, HI

21h•$64,500 - $70,000

About The Position

To promote and foster The Kahala Hotel and Resort philosophy of Aloha. Responsible for all daily operations of the Front Office. Assists the Director of Front Office Operations and Assistant Director of Front Office Operations with developing and maintaining applicable operating procedures involving the Front Desk, Front Service, PBX, Pool & Beach.

Requirements

High School Diploma or General Education Diploma required.
Minimum one (1) to two (2) year supervisory or management experience.
Three (3) years of experience in front office operations desired.
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 remain impartial and objective in decisions pertaining to training, disciplining, and management of staff
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 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

College degree in hotel management or similar field preferred.
Previous experience in a first-class, medium to large resort desired.
Opera PMS, Hotsos, Yellow Dog experience preferred.
Certification of tuberculosis clearance preferred.
CPR and Standard First Aid Certification preferred.
Must hold current Manager Liquor card.

Responsibilities

Coordinates room assignments, checks daily room assignments and coordinate group movements with specific reference to check-in and check-out.
Hires, trains, supervises, evaluates, schedules and completes payroll for the front office department.
Performs disciplinary actions as necessary.
Coordinates procedures for all new packages or promotions with the Sales and Marketing, Accounting, Information Systems, and all other departments involved.
Assists in the check-in, escort and check-out process as necessary.
Conduct daily briefing and address immediate issues in relation to our guest’s services.
Ensure that the SOP manuals are continuously updated, maintained and used effectively.
Cooperate and coordinate teamwork with other departments.
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 and concerns with complete follow-through to ensure and maximize guest satisfaction.
Provide guest assistance, direction and information as requested when working in public areas.
Verify credit card authorizations.
Performs a variety of other duties as assigned by the Director of Front Office or Assistant Director of Front Office Operations.