Front Office Manager

The Kahala Hotel & Resort•Honolulu, HI

About The Position

The Front Office Manager is responsible for the daily operations of the Front Office and assists the Director and Assistant Director of Front Office Operations in developing and maintaining procedures for the Front Desk, Front Service, PBX, Concierge, Pool, and Beach. The role promotes The Kahala Hotel & Resort’s philosophy of Aloha and supports guest satisfaction and memorable guest experiences. The position also oversees front-office staff and coordinates with other hotel departments. Additional job-related duties may be assigned by management.

Requirements

At least one to two years of supervisory or management experience.
High school diploma or General Education Diploma.
Tuberculosis clearance certification.
Hawaii State Liquor Commission Management (blue) card.
Ability to work varying shifts.
Ability to pay attention to detail, work in a fast-paced environment, handle multiple tasks, and demonstrate patience and sound judgment.
Ability to comprehend and follow oral and written instructions and procedures, and prioritize work.
Ability to access, understand, and accurately enter information in moderately complex computer systems.
Ability to remain impartial and objective in decisions involving staff training, discipline, and management.
Knowledge of hotel policies and procedures, including reservations, room assignments, baggage handling, housekeeping methods, credit card policies, and security practices.
Ability to communicate effectively in English, verbally and in writing.
Ability to work effectively with internal and external customers, using maturity, patience, tact, and diplomacy to defuse anger, gather accurate information, and resolve conflicts.
Ability to stand or walk for up to four hours and sit for at least four hours per day; also able to sit and walk for extended periods.
Ability to frequently bend, squat, and perform repetitive hand motions.
Ability to occasionally lift or carry up to 100 pounds, kneel, climb, and reach above the shoulders.
Ability to move throughout the work area while performing essential job functions and to work frequently indoors and outdoors.
Ability to comply with hotel rules and regulations, including safety and grooming standards.

Nice To Haves

Previous experience in a first-class, medium-to-large resort.
Three years of experience in front-office operations.
Experience with Opera PMS, Hotsos, Alice, or Yellow Dog.
College degree in hotel management or a similar field.
CPR and Standard First Aid Certification.

Responsibilities

Coordinate room assignments, review daily assignments, and coordinate group movements, including check-ins and check-outs.
Hire, train, supervise, evaluate, schedule, and complete payroll for the Front Office department; take disciplinary action as needed.
Coordinate procedures for new packages and promotions with Sales and Marketing, Accounting, Information Systems, and other involved departments.
Assist with guest check-in, escort, and check-out processes as needed.
Conduct daily briefings and address immediate guest-service issues.
Ensure standard operating procedure manuals are updated, maintained, and used effectively.
Coordinate teamwork with other departments.
Verify credit card authorizations.
Perform other duties assigned by the Director of Front Office or Assistant Director of Front Office Operations.
Report suspicious persons or activities and hazardous or unsafe conditions to the Security Department.
Provide instruction or guidance for guest and employee safety during fires or other emergencies.
Respond to guest questions and concerns, following through to support guest satisfaction.
Provide guest assistance, directions, and information when working in public areas.
Maintain attendance in accordance with hotel policy and comply with hotel rules, safety policies, and grooming standards.
Maintain a neat, clean, and well-groomed appearance in accordance with the employee handbook.