Front Office Manager - Princeville Resort – Kauai - Princeville, HI
A Front Office Manager with SH Group supports the Director of Front Office in providing leadership, direction and motivation to the team members in the front of house. The Front Office Manager will ensure the successful execution of daily departmental operations and the ultimate guest arrival and departure experience. Areas of responsibility include guest services (bell/door attendants/valet), front desk, and concierge. Strives to continually improve guest and team member engagement and maximize the financial performance of the department.
Responsibilities include but are not limited to:
Manage day to day operations of the Front Office Department to ensure quality standards and meeting guest expectations daily. Communicates effectively and genuinely with guests, team members, supervisors and other departments Maintains a friendly and caring demeanor at all times in a fast pace environment Develop strategies and procedures to improve follow up with guests Implement guest and Front Office recognition programs Supervise Front Office Agents, Concierge, Bell and Valet staff Deal promptly and effectively with guest complaints and requests Write performance reviews and corrections Coach and train Front Office Team Plan, execute, and attend monthly department meetings Oversee labor for the department and ensure completion of payroll reports Work closely with other departments such as the Food & Beverage and Housekeeping team to ensure a satisfactory experience for all guests Listen to, and promptly acting to resolve guest issues and requestsExperience & Qualifications:
Min. 2 years of experience in a comparable position and/or an equivalent combination of education and experience in this or similar field desired Prior luxury experience preferred but not required Working knowledge of Front Desk operations Demonstrate strong leadership, strategic planning skills, and proven achievements in optimizing guest and team member engagement and financial performance Ability to successfully lead in a fast-paced environment and prioritize demands Strong interpersonal, team member relations and leadership abilities Ability to identify and solve complex problems . Excellent verbal and written communication skills. Proficient in Microsoft Office (Word, Excel, Powerpoint, Outlook) Flexibility to meet the demands of a 24-hour operation Open availability; able to work flexible, sometimes long hours Able to lift up to 20 lbs. of force occasionally and 10 lbs. of force frequently.PREFERRED:
Luxury hotel experience in a guest facing role Experience working within a hotel union environmentWe are an equal employment opportunity employer. We also participate in the Electronic Employment Eligibility Verification Program.
