Front Office Manager

Alohilani Resort Waikiki Beach • Honolulu, HI

27d • $85,000 - $90,000 • Onsite

About The Position

The Front Office Manager manages all aspects of the Front Office Guest Experience Departments, providing guests with quality service while maximizing room revenue and productivity. The role develops managers and employees, oversees front-office operations and guest satisfaction, and works with other department heads to improve efficiency and operational synergy. The position also covers the housekeeping department when the Executive Housekeeper is unavailable and participates in Lobby Ambassador and Manager on Duty coverage as required.

Requirements

• At least 3 years of progressive experience in a hotel or related field.
• Previous management experience required.
• Outstanding verbal and written communication skills with employees and guests at all levels.
• Ability to listen to, understand, and clarify concerns raised by employees and guests.
• Ability to effectively manage in a union environment.
• Ability to multitask and prioritize departmental functions to meet deadlines.
• Ability to understand and evaluate complex information and data from various sources.
• Ability to maintain confidentiality.
• Ability to meet attendance and scheduling requirements that vary according to hotel needs.
• Ability to meet the physical demands of medium work: exerting up to 50 pounds of force occasionally and/or up to 20 pounds frequently or constantly to lift, carry, push, pull, or otherwise move objects.
• Long hours are sometimes required.

Nice To Haves

• Knowledge of Opera PMS preferred.
• Multilingual ability preferred.

Responsibilities

• Respond to guest requests, problems, complaints, and accidents, and follow up to ensure guest satisfaction.
• Motivate, train, and counsel Front Office personnel; develop employee morale and ensure staff training.
• Conduct Front Office interviews and follow hiring procedures according to Highgate Hotel standards.
• Maintain professional working relationships and open communication with managers, employees, and other departments.
• Ensure implementation of hotel policies and house rules, and strictly enforce Front Office and accounting SOPs.
• Monitor room inventory, rate variance, credit reports, room revenue, occupancy, expenses, labor expenses, and budgeted productivity.
• Tour Front Office operating departments daily, greet employees, and solicit feedback.
• Monitor and support guest satisfaction surveys and social media platforms.
• Use checkbook accounting to control expenses and maximize profit.
• Conduct walk-throughs of public areas and guestrooms to ensure cleanliness and maintenance standards are met.
• Conduct regular Front Office meetings and employee performance review meetings.
• Work with the Director of Rooms to prepare the annual Front Office budget.
• Operate the Front Office computer system, including software maintenance, report generation and analysis, and simple programming.
• Cover the housekeeping department when the Executive Housekeeper is unavailable.
• Partner with other department heads to find efficiencies and ensure operational synergy.
• Ensure effective processes and response times for guest-interaction tools, including texting, apps, and social media channels.
• Carry a hotel-issued cell phone at all times.
• Monitor VIPs, special guests, and group requests, and ensure overall guest satisfaction.
• Participate in Lobby Ambassador coverage and support overall associate satisfaction.
• Attend required hotel meetings and training, participate in Manager on Duty coverage as required, and perform other duties requested by management.
• Maintain regular attendance, high standards of personal appearance and grooming, and a warm, friendly, attentive, and service-oriented demeanor.
• Promote safe and efficient hotel operations, maximize productivity, identify problem areas, and assist in implementing solutions.
• Handle problems by anticipating, preventing, identifying, and solving them; evaluate complex information and maintain confidentiality.

Benefits

• Medical insurance
• Dental insurance
• Vision insurance
• Life insurance
• Short-term and long-term disability insurance
• 401(k) retirement plan with employer matching contributions
• Paid holidays
• Paid vacation
• Paid sick leave in accordance with applicable law
• Employee assistance program (EAP)
• Educational opportunities and tuition reimbursement
• Paid jury duty leave, personal leave, medical leave, and military leave in accordance with applicable law
• Location-specific paid holiday, vacation, and sick leave provisions for employees based in Washington, Colorado, and California

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed