Company Description
About Us:
The Ala Moana Hotel by Mantra is part of the Accor Hotel group that consists of more than 4,900 hotels across 39 global brands in 110 countries. The Hotel itself is a landmark Honolulu hotel and is seen by many as the Kama’aina hotel of choice to stay and to work.
Accor Hotels offer opportunities, growth, and a culture of inclusion to let each individual shine. We place people at the heart of what we do, and nurture real passion for service and achievement beyond limits.
Job Description
Job Summary:
The Front Office Manager is responsible for all front office functions. They direct and work with managers and team members to successfully execute all front office operations, including guest arrival and departure procedures. The Front Office Manager strives to continually improve guest and team member satisfaction and maximize the financial performance of the department.
Duties:
- Leading Front OfficeTeam
- Utilize interpersonal and communication skills to lead, influence, and encourage others; advocate sound financial/business decision making; demonstrate honesty/integrity
- Encourage and build mutual trust, respect, and cooperation among team members
- Serve as a role model to demonstrate appropriate behaviors
- Supervise and manage employees. Manage all day-to-day operations
- Establish and maintain open, collaborative relationships with employees and ensure employees do the same within the team
- Ensure recognition of employees is taking place across areas of responsibility.
- Communicate performance expectations in accordance with job descriptions for each position and monitor progress
- Celebrate successes and publicly recognize the contributions of team members
- Maintain Front Office Goals
- Achieve and exceed goals including performance goals, budget goals, team goals, etc.
- Manage day-to-day operations, ensuring the quality, standards and meeting the expectations of the customers on a daily basis
- Develop specific goals and plans to prioritize, organize, and accomplish your work.
- Keep Front Office team focused on the critical components of operations to drive guest satisfaction and the desired financial results.
- Conduct department meetings and continually communicate a clear and consistent message regarding the Front Office goals to produce desired results
- Review staffing levels to ensure that guest service, operational needs and financial objectives are met.
- Understand the impact of Front Office operations on the Rooms area and overall property financial goals.
- Managing Procedures and Policies
- Ensure compliance with all Front Office policies, standards and procedures.
- Ensure property policies are administered fairly and consistently, disciplinary procedures and documentation are completed according to Standard Operating Procedures (SOP) and the Collective Bargaining Agreement.
- Ensuring Exceptional Customer Service
- Provide services that are above and beyond for customer satisfaction and retention.
- Improve service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed.
- Display leadership in guest hospitality, exemplify excellent customer service and create a positive atmosphere for guest relations.
- Ensure that all Front Office areas have an atmosphere that is conducive to the overall guest experience
- Respond to and handle guest problem and complaint
- Observe service behaviors of employees and provide feedback to individuals and/or managers
- Managing and Conducting Talent & Culture Activities
- Identify the developmental needs of others and coaching, mentoring, or otherwise helping others to improve their knowledge or skills
- Solicit employee feedback, utilize and “open door” policy, and review employee satisfaction results to identify and address employee problems or concerns
- Ensure employees are treated fairly and equitably.
- Interview and hire managers and hourly employee team members with the appropriate skills and in a timely manner to meet the business needs of the operation
- Additional Responsibilities
- Provide information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person
- Analyze information and evaluating results to choose the best solution and solve problems
- Inform and/or update everyone concerned on relevant information in a timely manner
- Identify and analyze Front Office operational challenges and facilitate the development of solutions to prevent reoccurrence
- Complete to the best of your ability any additional tasks within reason as provided by your immediate manager or their delegate
Qualifications
Minimum Qualifications:
- Bachelors Degree in related field or equivalent work experience
- Minimum two (2) years of management experience in a hotel setting
- Minimum two (2) years of experience in guest services, front desk or equivalent
- Proficient in Microsoft Office Products (i.e. Word, Excel, PowerPoint, Outlook)
- Ability to work accurately and independently
- Excellent written and verbal communication skills
- Ability to communicate in writing to provide reports when requested
- Ability to effectively deal with internal and external customers and employees, some of whom will require a high level of patience, tact, empathy and diplomacy
- Excellent leadership, organizational, communication and interpersonal skills
- Must maintain professionalism, demonstrate sound judgement and good decision-making skills
Preferred Qualifications:
- Experience in a Union setting
Additional Information
Salary:
$73,800 - $82,000 annually
Salary offer is based on a number of factors such as job-related knowledge, skills and experience. Our company offers a competitive benefits package on top of base.
Ala Moana Hotel by Mantra is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture. Ala Moana by Mantra does not discriminate on the basis of disability, veteran status or any other basis protected under federal, state or local laws.