Front Office Manager

Highgate Hotels • Honolulu, HI

26d • 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 also develops Front Office managers and employees and supports overall guest and associate satisfaction. The position is at ‘Alohilani Resort Waikiki Beach, a resort in Waikiki, Oahu, managed by Highgate Hotels.

Requirements

• At least 3 years of progressive experience in a hotel or related field.
• Previous management experience.
• 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 work long hours sometimes.
• Ability to exert 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.

Nice To Haves

• Knowledge of Opera PMS.
• Multilingual ability.

Responsibilities

• Respond to guest requests, problems, complaints, and accidents, and follow up to ensure guest satisfaction.
• Motivate, train, and counsel Front Office personnel; conduct interviews and follow hiring procedures according to Highgate standards.
• Develop employee morale, ensure staff training, maintain professional relationships, and promote communication with managers, employees, and other departments.
• Implement Highgate policies and house rules and strictly enforce Front Office and accounting standard operating procedures.
• Monitor room inventory, rate variance, credit reports, guest satisfaction surveys, and social media platforms to support revenue and guest experience goals.
• Tour Front Office operating departments daily, greet employees, and solicit feedback.
• Monitor expenses and labor, approve schedules, and ensure budgeted productivity and expense control.
• Conduct walk-throughs of public areas and guestrooms to verify cleanliness and maintenance standards.
• Conduct regular Front Office meetings and employee performance review meetings.
• Work with the Director of Rooms to prepare the Front Office annual 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 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.
• Participate in Lobby Ambassador coverage and Manager on Duty coverage as required.
• Attend required hotel meetings and training; maintain regular attendance and high standards of personal appearance and grooming.
• Maximize productivity, identify problem areas, assist with solutions, handle problems effectively, maintain confidentiality, and perform other duties requested by management.

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

What This Job Offers

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