Front Services - Front Services Manager

POSITION SUMMARY

As an integral part of a team, the Front Services Manager is responsible for continuously looking for ways to improve each guest's experience, for providing exceptional guest service and attending to staff needs among the "front of the house" personnel in the areas of Valet & Bell Desk. The role of the Front Services Manager is to promote and foster service excellence and Halekulani's "never say no, go the extra mile" philosophy while maintaining the integrity of Halekulani.

The Front Services Manager is often more visible and accessible to the line employees therefore must possess good communication and leadership skills, in order to maintain employee morale.

The Front Services Manager must possess good understanding and leadership to contribute to the maximization of the occupancy, revenue and staff efficiency while providing the ultimate guests experience and being visible to guests. Common sense and good judgment are essential to this position. One must know when, where and how to handle and address matters necessary for the operations and integrity of the hotel whether directly or indirectly outlined in the position description. The Front Services Manager must face up to challenges of the department for a positive resolution.

ESSENTIAL FUNCTIONS

* Maintain high employee morale & team spirit within the division, fosters a positive work environment for everyone.

* Schedule front service and related area staff to provide maximum service to guests within budgeted guidelines.

* The ability to conduct on the job training and review of new staff to uphold Halekulani service standards and ensure consistency.

* Supervise front services and related area staff in the performance of their duties.

* Conduct fair, consistent, and effective performance evaluations annually.

* Recognize areas of commendation or coaching for Front Services team and conducts disciplinary actions as needed.

* Communicate closely with Front Office Leaders to ensure follow-up on any special problems, guest requests, etc.

* Review daily arrivals to ensure proper handling of VIPs and Return Guests, groups etc. Ability to escort if necessary.

* Network with other hotel or industry leaders.

* Promote positive working relationships with all departments. Collaborate resolving problems or projects.

* Handle guest challenges and complaints, keeping Front Office Leaders well-informed as to problems and action taken.

* May act in the absence of senior management in all matters concerning the safety, security and well-being of hotel guests, patrons, and employees.

* Promptly respond in any hotel emergency or safety situation.

* Willing to cross-train in other areas of the hotel as needed to understand the overall operations of a hotel.

* Ensure proper grooming standards by staff.

* Monitor staffs' adherence to our Halekulani Universal standards.

* Uses good judgment, common sense, and takes initiative.

* Periodically review and update Standard Operating Procedures, training materials, and practices as related to operations; know when and how to develop new procedures.

* Recognize the need to assist Front Office Leaders in review and update of staffing guides and implement changes.

* Assist Front Office Leaders in periodic reviews or department job descriptions and update where needed.

* Emergency Management: Coordinate efforts to preserve life and hotel property. On call for all threatening situations to life and hotel property.

* Handle/address safety and security concerns for Front Office and related to include work area, guest concern, key control, staff training and awareness, etc.

* The ability to perform other tasks or projects as assigned.

SUPERVISORY REQUIREMENTS

Reports To: Director of Rooms

Supervises: Front Services Department

EDUCATION/EXPERIENCE

* Minimum three (3) years of experience in Front Office.

* High school diploma or equivalent vocational training certificate, business degree and/or college degree preferred.

* Any combination of education and experience which would provide the necessary knowledge, skills, and abilities to meet the minimum qualifications to perform the essential functions of this position.

* Drive all types of vehicles

LICENSES/CERTIFICATIONS

* Valid (State) driver's license

* Clean traffic abstract

* Certification in First Aid/CPR

* Valid City & County of Honolulu Liquor Commission card for managers (blue)

KNOWLEDGE, SKILLS, & ABILITIES

* Ability to anticipate guest needs; respond promptly and acknowledge all guests.

* Ensure familiarity with all hotel services and features.

* Must be highly organized, detail-oriented and have the ability to multi-task.

* Ability to maintain positive guest and employee relations at all times.

* Input and access information in HMS, the property management system/ computers/ point of sales system.

PHYSICAL DEMANDS

The physical demands and work environment characteristics described are representative of those that must be met by a team member to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

* Ability to transport up to 40 pounds.

* Ability to endure various physical movements throughout the work areas.

* Maintain a stationary position for up to 8 hours throughout work shift.

WORK ENVIRONMENT

* Indoor, air-conditioned office

* Indoor/Outdoor, non-air conditioned

* Exposure to variable temperature conditions.

* Exposure to variable noise levels.

* Exposure to fumes; dusts; chemicals; and odor hazards