Front Office Admin - Assistant Front Office Manager

POSITION SUMMARY As an integral part of a team, the Assistant Front Office Manager is responsible for continuously looking for ways to improve each guest’s experience, for providing exceptional guest service and attending to staff needs. The role of the Assistant Front Office Manager is to promote and foster service excellence among the “front of the house” personnel in the areas of Guest Service and, Concierge, Call Center, Guest History, and Front Services. This position is often more visible and accessible to the line employees than the Director of Rooms due to direct contact with the staff on a day today basis. Assistant Front Office Manager must therefore possess good communication and leadership skills, in order to maintain and elevate employee morale. To promote and foster Halekulani’s “never say no, go the extra mile” philosophy while maintaining the integrity of Halekulani.  ESSENTIAL FUNCTIONS   Must be able to maintain high employee morale & team spirit within the division. Fosters positive relationships among managers and employees. Schedule front office and related area staff to provide maximum service to guests within budgeted guidelines. Conduct on the job training and review of new staff to uphold Halekulani service standards and ensure consistency. Leads by example, ensuring all staff follows all Halekulani Universal standards and Grooming Guidelines. Administers fair and consistent employee reports for commendation or discipline; is fair and consistent when conducting performance reviews. Supervise front office and related area staff in the performance of their duties. Communicates closely with Front Office Management Staff to ensure follow-up on any special problems, guest requests, etc. Monitors daily arrivals to ensure proper handling of VIPs and Return Guests, groups etc. Ability to escort if necessary. Control room rate availability, particularly when full-house, to maximize occupancy and revenue and protect guaranteed reservations. Handles guest relocations according to established procedures. Coordinates arrivals, departures and billing requirements and sales and catering management. Connects with other hotels and establishes relationships within the industry. Works well with other departments and assist in resolving problems as required. Takes care of guest problems and complaints, keeping Director of Rooms well-informed as to problems and action taken. Ensures any room discrepancies are resolved. May be required to act in the absence of senior management in all matters concerning the safety, security and well-being of hotel guests, patrons, and employees. Willingness to cross-train in other areas of the hotel as needed to understand the overall operations of a hotel. Must possess the ability to use good judgment, commonsense and initiative. The ability to recognize the need to review and update SOP, training material and practices as related to operations. Develops new guidelines and SOPs as needed. The ability to recognize the need to assist Front Office Management Staff with periodic reviews of current staffing guides and implement changes as necessary. The ability to recognize the need to assist Front Office Management Staff in review and update department job descriptions. Must be on-call for emergency situations such as hurricanes, tsunamis, etc., and coordinate all efforts to preserve life and hotel property. Handle/address safety concerns for Front Office and related to include work area, guest concern, key control, staff training and awareness, etc. Perform all other duties as may be required or assigned by senior management.       SUPERVISORY REQUIREMENTS Reports To:         Director of Rooms, Front Office Manager   Supervises:        Front Office   EDUCATION/EXPERIENCE Minimum three (5) years experience in Front Office. High school diploma or equivalent vocational training certificate, business degree and/or college degree preferred. Any combination of education and experience which would provide the necessary knowledge, skills, and abilities to meet the minimum qualifications to perform the essential functions of this position.   LICENSES/CERTIFICATIONS Certification in CPR Certification in First Aid Valid City & County of Honolulu Liquor Commission card for managers (blue)   KNOWLEDGE, SKILLS, & ABILITIES Ability to anticipate guest needs; respond promptly and acknowledge all guests. Ensure familiarity with all hotel services and features. Must be highly organized, detail-oriented and have the ability to multi-task. Ability to maintain positive guest and employee relations at all times. Input and access information in Epitome, the property management system/ computers/ point of sales system.   PHYSICAL DEMANDS The physical demands and work environment characteristics described are representative of those that must be met by an employee to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.   Ability to transport up to 40 lbs. Possibility of standing for 8-9 hours/day   WORK ENVIRONMENT Indoor, air-conditioned environment. Indoor and outdoor, non-air-conditioned environment. Exposure to variable temperatures and weather conditions. Variable noise levels. Exposure to fumes; dusts; chemicals; and odor hazards

Salary : $68,000 - $71,000