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Benchmark Hospitality of Hawaii, LLC is Hiring a Front Office Manager Near Turtle Bay Resort, HI
BENCHMARK® is a trailblazer in the development, management, marketing and owner‐advisory services of resorts, hotels, conference centers and exclusive private clubs. BENCHMARK’S distinguished and proven reputation is deeply‐rooted in core values that are focused and aligned with exceeding ownership and stakeholder performance expectations. The company leadership and valued employees are passionately committed to delivering the industry’ most authentic, enchanted, soulful, vibrant, unrivaled and memory‐making experience. BENCHMARK’S progressive “Be The Difference” culture and values are a cornerstone to the company’s nearly 40 years of extraordinary achievement and prosperity. Many properties have been recognized with the Benchmark Conference Centers® mark of meeting excellence. Come be a part of something bigger! Benchmark | Pyramid is a strong believer in offering our employees Work-Life Effectiveness through, practices, policies, and programs to help our employees achieve success at both work and home. Here are just some of the great benefits we offer: Full Time employees have access to Medical and Dental insurance to fit your needs Benchmark University (You can grow both personally and professionally through on-line webinars and self-study courses) 401K match (Let us help you build your financial future) Companywide Hotel Room Discounts (Who doesn’t love to get away) Paid Time Off Employee Assistance Program (We are here to support you) Employee family events (bring the kids!) Partnerships and discounts with major retailers such as AT&T, Verizon and Dish to name a few Many more, please inquire for more details Responsible for all front office functions and staff. Areas of responsibility include Front Desk, Bell, Door and Valet Teams & PBX Phone Operations. Front Office Manager will assist Director of Front Office to direct and work with managers and employees to successfully execute all front office operations, including guest arrival and departure procedures. Works to establish a safe and secure environment for all guests and associates in line with Turtle Bay Resort's core values and management principles. What you will have an opportunity to do: REPORTS TO: Director of Front Office SUPERVISES: Guest Services Managers WORK ENVIRONMENT: Job involves working: under variable temperature conditions (or extreme heat or cold). under variable noise levels. indoors. around fumes and/or odor hazards. around dust and/or mite hazards. KEY RELATIONSHIPS: Internal: Assistant Director of Rooms, Director of Sales & Events, Marketing Team, Planning Committee Members, all Department, Directors/Managers and Supervisors, Administrative Assistant Staff. External: Hotel guests/visitors, civic organizations, media, travel industry, trade associations, other hotel executives, vendors, owners’ representatives, corporate office personnel, group sales contacts. QUALIFICATIONS Essential: High school graduate. Computer experience and knowledge of data entry. Basic math skills to perform transactions and basic bookkeeping activities. Knowledge of hotel operations, including marketing plans, security and safety programs, personnel and labor relations, preparation of business plans, repairs, maintenance, rehabilitation plans, budget forecasting, quality assurance programs, hotel law, and the development of long-range planning. Leadership skills to motivate and develop staff and to ensure accomplishment of goals. Able to set priorities, plan, organize, delegate, and control. Ability to do the following: Move throughout premises and visually inspect conditions including bending, stooping, and reaching arms overhead. Read, listen, and communicate effectively in English, both verbally and in writing. Work effectively under time constraints and deadlines. Travel to various sites on and off hotel property up to four miles per day and continuously perform essential job functions. Remain stationary and concentrate on tasks for extended periods of time. Desirable: College Degree or equivalent hotel experience, i.e., hotel Business College or equivalent. Experience in all phases of hotel management, including sales and marketing in an upscale resort and/or organization, daily management of all areas of operations involving human resources, food and beverage, budget management, rooms, resort maintenance, landscaping, and administration of services, i.e., water sports and optional activities. Experience in financial and cash management and analysis. Fluency in a foreign language, preferably Japanese. Previous guest relations training. Previous experience in sports retail or club settings. AH & MA – Certified Hotel Administrator (CHA) preferred. CPR training required. First Aid certification preferred. PHYSICAL ABILITIES Essential: 1. Exert physical effort in transporting ten pounds. 2. Endure various physical movements throughout the work areas. 3. Reach 6 feet. 4. Remain in upright position for 45 minutes throughout work shift. 5. Satisfactorily communicate with guests, management, and co-workers to their understanding. ESSENTIAL JOB FUNCTIONS Leading Front Desk and Guest Services Teams • Utilizes interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision making; demonstrates honesty/integrity; leads by example. • Encourages and builds mutual trust, respect, and cooperation among team members. • Serves as a role model to demonstrate appropriate behaviors. • Supervises and manages employees. Manages all day-to-day operations. Understands employee positions well enough to perform duties in employees' absence. • Establishes and maintains open, collaborative relationships with employees and ensures employees do the same within the team. • Ensures recognition of employees is taking place across areas of responsibility. • Communicates performance expectations in accordance with job descriptions for each position and monitor’s progress. • Celebrates successes and publicly recognizes the contributions of team members. Managing Guest Services and Front Desk Teams • Manages day-to-day operations, ensuring quality, standards and meeting the expectations of the customers daily. • Develops specific goals and plans to prioritize, organize, and accomplish work. • Keeps Front Office team focused on the critical components of operations to drive guest satisfaction and the desired financial results. • Supervises and coordinates all activities for luggage attendants, garage valets, door attendants, and concierge. • Reviews staffing levels to ensure that guest service, operational needs and financial objectives are met. • Understands the impact of Front Office operations on the Rooms area and overall property financial goals. • Handle guest complaints and verify that all guest issues are resolved. Providing Exceptional Customer Service • Provides services that are above and beyond for customer satisfaction and retention. • Coordinates activities with other hotel departments to facilitate increased levels of communication and guest satisfaction. • Improves service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed. • Displays leadership in guest hospitality, exemplifies excellent customer service, and creates a positive atmosphere for guest relations. • Strives to improve service performance. • Empowers employees to provide excellent customer service. • Verifies that all Front Office areas have an atmosphere that is conducive to the overall guest experience. • Reviews surveys, guest satisfaction results and other data to identify areas of improvement. • Responds to and handles guest problems and complaints. • Observes service behaviors of employees and provides feedback to individuals and/or managers. Managing and Conducting Human Resource Activities • Identifies the developmental needs of others and coaching, mentoring, or otherwise helping others to improve their knowledge or skills. • Provides guidance and direction to subordinates, including setting performance standards and monitoring performance. • Establishes challenging, realistic, and obtainable goals to guide operation and performance. • Solicits employee feedback, utilizes an "open door" policy, and reviews employee satisfaction results to identify and address employee problems or concerns. • Verifies employees are treated fairly and equitably. • Manages employee progressive discipline procedures for Front Office Staff. • Administers the performance appraisal process for direct report managers. • Interviews and hires 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 • Provides information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person. • Analyzes information and evaluating results to choose the best solution and solve problems. • Informs and/or updates the executives, the peers, and the subordinates on relevant information in a timely manner. • Identifies and analyzes departmental operational challenges and facilitates the development of solutions to prevent reoccurrence. STANDARD SPECIFICATIONS Requirements are representative of minimum levels of knowledge, skills and/or abilities. To perform this job successfully, the incumbent will possess the abilities or aptitudes to perform each duty proficiently. Some requirements may exclude individuals who pose a direct threat or significant risk to the health and safety of themselves, other employees or guests. A review of this description has excluded the marginal functions of the position that are incidental to the performance of fundamental job duties. All duties and requirements are essential job functions. This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position. Employees will be required to perform any other job-related duties assigned by their supervisor. What are we looking for? Benchmark Hospitality is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. Actual compensation packages are based on a wide array of factors unique to each candidate, including but not limited to skill set, years & depth of experience, certifications and specific office location. This may differ in other locations due to cost of labor considerations.
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