Front Office Manager

Front Office Manager

Highgate is a premier real estate investment and hospitality management company widely recognized as an innovator in the industry. Highgate is the dominant player in U.S. gateway markets including New York, Boston, Miami, San Francisco and Honolulu, with a rapidly expanding presence in Europe, Latin America, and the Caribbean. Highgate's portfolio of global properties represents an aggregate asset value exceeding $20B and generates over $5B in cumulative revenues. The company provides expert guidance through all stages of the hospitality property cycle, from planning and development through recapitalization or disposition. Highgate also has the creativity and bandwidth to develop bespoke hotel brands and utilizes industry-leading proprietary revenue management tools that identify and predict evolving market dynamics to drive out performance and maximize asset value. With an executive team consisting of some of the industry's most experienced hotel management leaders, the company is a trusted partner for top ownership groups and major hotel brands. Highgate maintains corporate offices in London, New York, Dallas, and Seattle.

The all-new, vibrant 'Alohilani Resort Waikiki Beach blends indoor and outdoor luxury to elevate the experience of Oahu resorts. Every space has been envisioned by award-winning design firm, Rockwell Group. Fresh, welcoming and relaxing, it's an oasis of tranquility in the heart of Waikiki.

Experience our spacious, welcoming lobby and captivating 280,000 gallon Oceanarium unique to Honolulu resorts. Coming soon, the destination pool deck with private cabanas will offer a saltwater infinity pool, a shallow-water pool and club for kids, and a pool bar that seamlessly transitions from day to night. With a location steps from Waikiki Beach, it's where Hawaii vacations turn moments into memories.

Our resort is proudly named in honor of Queen Lili'uokalani, the last reigning monarch of the Hawaiian Kingdom. Beloved by her people, she was a music composer, an author and an ardent supporter of her culture. Her spirit is infused into the resort, which shares the same privileged location as her beachside home Ke'alohilani, meaning the royal brightness. Welcome to a fresh perspective on resorts in Waikiki. 'Alohilani Resort Waikiki Beach.

Responsibilities

• Respond to all guest requests, problems, complaints and/or accidents. Follow up to ensure guest satisfaction.
• Motivate, train, and counsel all Front Office personnel according to hotel standards.
• Conduct all Front Office interviews and follow hiring procedures according to Highgate Hotel Standards.
• Develop employee morale and ensure training of Front Office personnel.
• Maintain a professional working relationship and promote open lines of communication with managers, employees and other departments.
• Ensure implementation of all Highgate Hotel policies and house rules.
• Monitor room inventory to ensure the maximization of rooms revenue and occupancy.
• Tour Front Office operating departments daily, greeting employees and soliciting feedback.
• Analyze rate variance and monitor credit report.
• Monitor and support guest satisfaction surveys and social media platforms.
• Monitor expenses to ensure expense control and maximize profit, using checkbook accounting as a control mechanism.
• Strictly enforce front office and accounting SOP's.
• Conduct walk-throughs of public areas and guestrooms to ensure that cleanliness and maintenance standards are met.
• Conduct regular Front Office meetings.
• Have regular performance review meetings with employees
• Monitor labor expenses through schedule approval process and ensure budgeted productivity is met.
• Work in conjunction with the Director of Rooms to prepare the Front Office annual budget.
• Operate all aspects of the Front Office computer system, including software maintenance, report generation and analysis, and simple programming.
• Responsible to cover housekeeping department when the Executive Housekeeper is unavailable
• Partner with other department heads to find efficiencies and ensure operational synergy
• Responsible to ensure effective processes and response time of guest interactive tools to include texting, apps, and social media channels
• Carry a hotel issued cell phone at all times.
• Monitor all V.I.P.'s, special guests, and group requests.
• Ensure overall guest satisfaction.
• Involvement in the Lobby Ambassador coverage.
• Ensure overall associate satisfaction.

Qualifications

Education & Experience:

• At least 3 years of progressive experience in a hotel or a related field.
• Previous management experience required.
• Knowledge of Opera PMS preferred.
• Multi-lingual preferred.

Physical requirements:

• Long hours sometimes required.
• Medium work - Exerting up to 50 pounds of force occasionally, and/or up to 20 pounds of force frequently or constantly to lift, carry, push, pull or otherwise move objects.

General Requirements:

• Outstanding verbal and written communication skills with all level of employees and guests.
• Must be effective at listening to, understanding, and clarifying concerns raised by employees and guests.
• Ability to effectively manage in a union environment.
• Must be able to multitask and prioritize departmental functions to meet deadlines.
• Approach all encounters with guests and employees in an attentive, friendly, courteous and service-oriented manner.
• Attend all hotel required meetings and trainings.
• Participate in M.O.D. coverage as required.
• Maintain regular attendance in compliance with Highgate Hotel Standards, as required by scheduling, which will vary according to the needs of the hotel.
• Maintain high standards of personal appearance and grooming, including wearing nametags.
• Comply with Highgate Hotel Standards and regulations to encourage safe and efficient hotel operations.
• Maximize efforts towards productivity, identify problem areas and assist in implementing solutions.
• Must be effective in handling problems, including anticipating, preventing, identifying and solving problems as necessary.
• Must be able to understand and evaluate complex information, data, etc. from various sources to meet appropriate objectives.
• Must be able to maintain confidentiality of information.
• Perform other duties as requested by management.
• Maintain a warm and friendly demeanor at all times.

Benefits

We are pleased to offer a comprehensive and competitive benefits package designed to support your health, well-being, and financial future.

• Medical insurance, dental insurance, vision insurance, life insurance, short-term and long-term disability insurance401(k) Retirement Plan with employer matching contributions
• Paid holidays
• Paid vacation
• Paid sick leave (provided in accordance with applicable law)
• Employee assistance program (EAP)
• Educational opportunities / Tuition reimbursement
• Paid jury duty leave, personal leave, medical leave, and military leave in accordance with applicable law

For Employees Based in Washington:

• 8 paid holidays per year
• Up to 20 days of paid vacation per year, based on classification and length of service
• Paid Sick & Safe Time accrues at 1 hour for every 30 hours worked, with up to 72 hours of unused time carried over from one anniversary year to the next.

For Employees Based in Colorado:

• 8 paid holidays per year; employees working in the City of Denver receive 64 hours of designated holiday time per calendar year
• Up to 20 days of paid vacation per year, based on classification and length of service
• 6 days or 48 hours of Paid Sick Leave per year, accrued at 1 hour for every 30 hours worked.

For Employees Based in California:

• 8 paid holidays per year
• Up to 20 days of paid vacation per year, based on classification and length of service, capped at 1.5x annual accrual rate; non-supervisory employees working in the City of Los Angeles accrue up to 22 days of Compensated Time