Asst. Front Office Manager

Honolulu, HI, USA|Onsite

Job Overview

Employment Type

Full-time

Compensation

Type:

Salary

Rate:

Range $70,000.00 - $73,000.00

Benefits

Health Insurance

Dental Insurance

Paid Time Off

401(k) retirement plan

Employee Discounts

Professional development opportunities

Hotel industry experience

Job Description

Highgate Hotels is a leading real estate investment and hospitality management company known for its innovative approach in the industry. With a dominant presence in major U.S. gateway markets such as New York, Boston, Miami, San Francisco, and Honolulu, Highgate has also been expanding rapidly into Europe, Latin America, and the Caribbean. The company's impressive portfolio includes global properties with a combined asset value exceeding $20 billion and generates over $5 billion in annual revenues. Highgate provides comprehensive support throughout all stages of the hospitality property lifecycle, including planning, development, recapitalization, and disposition. The company is highly regarded for developing... Show More

Job Requirements

A 4-year college degree
At least 1 year of related experience
Supervisory experience
Proficiency in Windows and office software
Ability to work long hours and overnight shifts
Ability to lift and exert physical effort as described
Ability to stand during entire shifts
Strong communication skills
Effective multitasking and prioritization
Willingness to comply with company policies and standards
Ability to maintain confidentiality
Good interpersonal skills
Flexible availability for scheduling
Commitment to professional appearance and conduct

Job Qualifications

A 4-year college degree and at least 1 year of related experience required
Supervisory experience required
Labor experience and OPERA experience preferred
Must be proficient in Windows, company-approved spreadsheets and word processing
Ability to work long hours and two overnight shifts
Light physical work involving exerting up to 20 pounds occasionally and/or up to 10 pounds frequently or constantly
Ability to stand throughout entire shifts
Maintain a warm and friendly demeanor at all times
Excellent verbal and written communication skills with employees and guests
Effective listening and problem-solving abilities
Ability to multitask and prioritize departmental functions
Attend all required hotel meetings and trainings
Participate in Manager on Duty (MOD) coverage as needed
Maintain regular attendance and comply with scheduling requirements
Maintain high standards of personal appearance and grooming including wearing nametags
Comply with Highgate Hotel standards and regulations
Strong productivity focus and problem identification and solution skills
Ability to understand and evaluate complex information
Maintain confidentiality
Willingness to perform additional duties as requested

Job Duties

Establish and maintain attentive, friendly, courteous and efficient hospitality at the Front Desk
Respond to all guests' requests, problems, complaints and/or accidents at the Front Desk or through Reservations in an attentive, courteous and efficient manner
Assist with development of employee morale and ensure training of Guest Services personnel
Maintain professional working relationships and promote open communication with managers, employees and other departments
Operate all aspects of the Front Office computer system, including software maintenance, report generation and analysis, and simple programming
Monitor proper operation of the PBX console and ensure employees maintain Highgate Hotel SOPs in its use
Greet and welcome all guests approaching the Front Desk in accordance with Highgate Hotel SOPs
Ensure implementation of all Highgate Hotel policies and house rules
Assist Guest Service Managers with check-ins and checkouts, confirming all SOPs are being followed
Train new employees and help develop and implement training programs
Maintain log of rooms in "out of order" status
Authorize and sign adjustments and paid outs over the limit
Oversee discrepancy report and monitor follow-through
Post updated information on 72-hour sheet and review with Guest Service Agents
Work closely with housekeeping regarding daily room status
Oversee Bell staff in the absence of a Supervisor
Confirm that Guest Service Managers, Operators and Valet complete all duties
Operate radios efficiently and professionally, ensuring proper radio etiquette
Ensure correct and accurate cash handling at the Front Desk
Ensure timely logging and delivery of all messages, packages, and mail
Be aware of all rates, packages and current promotions
Follow and enforce all Highgate Hotel credit policies
Ensure employees are attentive, friendly, helpful and courteous at all times
Ensure participation within the department for monthly Highgate Hotel Enrichment Committee
Ensure team focus on contributing to Guest Service and audit scores
Assist with sign off of all Service Standards by Position for Guest Services staff
Monitor all VIPs, special guests and requests
Review Front Office logbook and Guest Request log daily
Oversee Supervisors complaint and request log
Log all absenteeism and employee lateness
Monitor energy management, PBX, Pay-TV consoles for proper functioning
Block rooms for special groups
Participate in Room Inspection programs
Perform other duties as requested by management

Job Location

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