Asst. Front Office Manager

Honolulu, HI, USA|Onsite

Job Overview

Employment Type

Full-time

Compensation

Type:

Salary

Rate:

Range $45,500.00 - $64,300.00

Benefits

Health Insurance

Dental Insurance

Paid Time Off

Retirement Plan

Employee Discounts

Training and development programs

employee wellness initiatives

Job Description

Highgate is a premier real estate investment and hospitality management company renowned for its innovative approach in the industry. With a dominant presence in key U.S. gateway markets such as New York, Boston, Miami, San Francisco, and Honolulu, Highgate continues to expand rapidly across Europe, Latin America, and the Caribbean. The company manages a portfolio of global properties valued at more than $20 billion, generating over $5 billion in cumulative revenues. Highgate offers expert guidance through every stage of the hospitality property cycle, including planning, development, recapitalization, and disposition. Its extensive knowledge and innovative use of proprietary revenue management tools... Show More

Job Requirements

A 4-year college degree
at least 1 year of related experience
supervisory experience
proficiency in Windows, company approved spreadsheets and word processing
ability to stand during entire shift
maintain a warm and friendly demeanor at all times
effective verbal and written communication skills with all levels of employees and guests
effective listening, understanding and clarifying concerns skills
multitasking and prioritizing departmental functions to meet deadlines
attend all hotel required meetings and trainings
participate in M.O.D. coverage as required
maintain regular attendance in compliance with hotel standards
maintain high standards of personal appearance and grooming including wearing nametags
comply with hotel standards and regulations
maximize productivity and assist in problem solving
handle problems effectively including anticipating, preventing, identifying and solving problems
ability to understand and evaluate complex information from various sources
maintain confidentiality of information
perform other duties as requested by management

Job Qualifications

A 4-year college degree
at least 1 year of related experience
supervisory experience
proficiency in Windows, company approved spreadsheets and word processing
effective verbal and written communication skills
ability to listen, understand, and clarify concerns raised by employees and guests
multitasking and prioritization skills
ability to maintain confidentiality
training experience preferred
experience with OPERA systems preferred
attendance at all hotel required meetings and trainings
ability to work long hours including overnight shifts
high standards of personal appearance and grooming

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 presented at the front desk or through reservations in an attentive, courteous and efficient manner and follow up to ensure guest satisfaction
assist with development of employee morale and ensure training of guest services personnel
maintain a professional working relationship and promote open lines of 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 that employees maintain hotel standard operating procedures in its use
greet and welcome all guests approaching the front desk in accordance with hotel standard operating procedures
ensure implementation of all hotel policies and house rules, understand hospitality terms
assist guest service managers with check-ins and checkouts and confirm that all standard operating procedures are being followed properly
assist and supervise guest service managers with daily duties
train new employees, help to 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 in communicating with hotel staff and ensure the proper use of radio etiquette within the department
ensure correct and accurate cash handling at the front desk
ensure logging and delivery of all messages, packages, and mail in a timely and professional manner
be aware of all rates, packages and promotions currently underway
follow and enforce all hotel credit policies
ensure that employees are attentive, friendly, helpful and courteous to all guests, managers and other employees at all times
ensure participation within department for monthly hotel enrichment committee
ensure team understands and remains focused on their role in contributing to the guest service and audit scores
assist with sign off of all service standards by position for guest services staff
monitor all VIP’s, special guests and requests
review front office log book and guest request log on a daily basis
oversee supervisors complaint and request log
log all absenteeism and employee lateness
monitor energy management, PBX, Pay-TV consoles to ensure proper functioning of equipment
block rooms for special groups
participate in room inspection programs

Job Location

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