Front Office Manager

AccorHotel • Wailea-Makena, HI

15h • $80,000 - $85,000 • Onsite

About The Position

As a Front Office Manager, you will be responsible for ensuring the highest level of guest service is offered through sustained standards at the Front Desk. You will also serve as a resource to the overall operations of the hotel by providing assistance and direction as needed.

Requirements

• High School diploma or equivalent or vocational training
• Minimum two (2) years experience in a Luxury Hotel or Resort Management position
• Extensive knowledge of Front Office operations and brand standards
• Experience in a fast-paced environment involving multi-tasking, attention to detail, and customer service
• Must be service oriented and capable of communicating effectively with persons involved in all levels of authority, both internally and externally.
• Must possess basic computational ability.
• Must possess computer skills, including, but not limited to, Microsoft Word, Excel, and e-mail functions.
• Knowledge of computerized Front Office systems required with emphasis in Micros-Fidelio based programs (Opera)
• Superior leadership and coaching skills with a proven track record of developing and motivating career minded professionals
• Strong guest service orientation and training skills background required

Nice To Haves

• College or University degree in Hotel Management preferred

Responsibilities

• Coordinate management of the Front Desk to ensure a smooth operation and the highest level of guest satisfaction through colleague adherence to Fairmont Service Promise and Leading Quality Assurance standards at all times.
• Champion the iAuditor program to maintain standards
• Align colleagues to achieve and deliver on the strategic goals of the department
• Ensure effective utilization and productivity of all staff through staff planning, hiring and scheduling
• Develop strong teams through active involvement in the operations and through the development and support of a continually evolving team, including conducting and coordinating timely performance reviews
• Develop, implement and maintain new incentives to motivate employees and maximize hotel revenue through upgrades
• Seek feedback on guest satisfaction and resolves problems in accordance with our Mission Statement and philosophy of employee empowerment
• Liaise with all hotel departments to ensure the smooth management of resort operations, maintaining a close relationship with Engineering, Rooms, Sales and Food & Beverage Divisions
• Actively contribute to the Guest Experience committees
• Consistently work towards improving VOG (TrustYou), Guest Service Index and LQA scores by responding to all surveys in a timely manner
• Support the Director of Front Office by extracting, analyzing and identifying trends
• Maximize room revenue through participating in yield management group meetings and implementing and supporting Revenue Management strategies and practices
• Review incoming group information and attend all pre-convention meetings to understand the planners’ needs, ensure group expectations exceeded and serve as a liaison with Conference Services & Catering
• Review arrival reports to ensure all special requirements are met at a minimum
• Effectively maximize inventory levels during high occupancy/sold out nights with the Rooms Controller
• Ensure all suites/villas are checked out in a timely manner to ensure a seamless accommodation turnover
• Control and provide feedback on labor and operational expenses.
• Effectively communicate and support resort events.

Benefits

• Comprehensive benefits package (Medical, Vision and Dental) including extended benefits like; Basic life insurance, TDI and Long-Term Disability for regular Full-time and Part-time employees
• 401(k)
• One complimentary duty meal for all employees that work more than 6 hours per shift
• Food & Beverage discount at Fairmont Kea Lani (venue specific and discount may vary)
• Wellness Offerings
• Employee benefit card offering discounted rates in Accor worldwide
• Learning programs through our Academies
• Opportunity to develop your talent and grow within your property and across the world!
• Ability to make a difference through our Corporate Social Responsibility activities

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED