Assistant Front Office Manager

JOB SUMMARY:                     

Responsible for supporting the leadership of the Guest Services department while successfully managing the day-to-day operations of the Front Office department. This includes leading various team members in the Guest Service and Valet departments to ensure superior and immaculate service

while maximizing room revenue and occupancy.

QUALIFICATIONS:                     

• High School diploma or equivalent required.
• At least 5 years of progressive experience in a hotel or a related field; or a 2-year college degree and 3 or more years of related experience; or a 4-year college degree and at least 1 year of related experience.
• Supervisory experience required.
• Participate in required M.O.D shifts as scheduled
• Displays knowledge of Guest Service, PMS and CRM software (OPERA Cloud, Kipsu, Revinate, Synergy, etc) and assist in implementation and training of new systems
• Must be proficient in Windows & Microsoft Office (Word, Excel).
• Experience in a hotel or a related field preferred.
• Clean driver's abstract required.
• Maintain amongst self and others the Uniform Policy standards of personal appearance and grooming, which includes wearing the proper uniform and nametag.
• Ability to manage multiple tasks quickly and efficiently while taking ownership of actions
• Must have excellent customer and communication skills - verbal and written, sales, and strong computer and hotel experience required.
• Must be available to work AM and/or PM shifts.

GENERAL REQUIREMENTS:  

• Maintain a warm and friendly demeanor at all times.
• Motivate, coach, counsel, and discipline all Guest Services staff according to Highgate Hotel SOP’s
• Must be able to effectively communicate both verbally and written, with all level of employees and guests in an attentive, friendly, courteous and service oriented manner.
• Must be effective at listening to, understanding, and clarifying concerns raised by employees and guests.
• Must be able to multitask and prioritize departmental functions to meet deadlines.
• Prepare employee schedule according to business forecast, payroll budget guidelines and productivity requirements.
• Attend all hotel required meetings and trainings.
• Maintain Highgate Hotel SOP’s regarding Purchase Orders, vouchering of invoices and checkbook accounting
• Comply with Kaimana Beach Hotel Standards and regulations to encourage safe and efficient hotel operations.
• Maximize efforts towards productivity, identify problem areas and assist in implementing solutions.
• Must be effective in handling problems, including anticipating, preventing, identifying and solving problems as necessary.
• Must be able to cross-train in other hotel related areas.
• Must be able to maintain confidentiality of information.

FUNDAMENTAL REQUIREMENTS:  

• Responsible for greeting and welcoming guests with aloha in accordance with Kaimana Beach Hotel standards
• Full knowledge of hotel services, activities, and facilities.
• Full knowledge of hotel’s Emergency Action Plan with the ability to organize property evacuations as needed
• Knowledgeable of local attractions, Hawaiian history/neighbor island hotels and restaurants.
• Handling and documenting customer special requests or complaints; prepare work orders and assignments to other departments accordingly
• Managing the multitude of hotel review outlets to ensure guest feedback is successfully received, acknowledged and utilized to form resolutions
• Collaborate with other team leaders based on guest feedback to ensure improvements in quality of service are consistent via action plans and consistent meetings
• Ensure correct and accurate cash handling at the Front Desk
• Maintain and monitor “Lost and Found” procedures and policies according to Highgate Hotel standards
• Establish and maintain key control system
• Monitor all VIP and Special Guest requests
• Complete understanding of all staff checklists
• Perform other duties as requested by management

• Flexible and long hours sometimes required.
• Long hours sometimes required
• Light hours sometimes required
• Medium work - Exerting up to 50 pounds of force occasionally, and/or 20 pounds of force frequently or constantly to lift, carry, push, pull. or otherwise move objects.
• Ability to stand during entire shift.