Job Title: Assistant Guest Service Manager

Department: Front Office

Reports to: Guest Services Manager

Summary

At the Lotus Honolulu, every member of the service team is responsible for maintaining a sophisticated, warm and welcoming environment, starting at the front door. As a ‘Front of House’ employee, you are an ambassador of the Lotus and are expected to represent the hotel with warm, gracious, and authentic interactions at all times. The below outlines the primary responsibilities of this role. In order to maintain our service and hospitality standards, you may be asked to step out of your role, and should be willing to do so, at any time. Each member and position on our team has an integral place in ensuring that each and every one of our guests’ experiences are unforgettable.

The Assistant Guest Service Manager is responsible for assisting in efficient and cost effective front office operations that maintains the highest levels of customer service commensurate with Company standards and policy. This position assists the Guest Service Manager in overseeing all of the functions of the front office staff and operation; and acts a liaison between guest services staff and management.

Essential Duties and Responsibilities include but are not limited to the following:

• Always assures goodwill towards guests.
• Responsible for training and retraining of all guests’ services personnel, maintain good morale.
• Responsible for front office budgets, guidelines, and supply inventory.
• Professionally and effectively works to resolve employee issues and discuss/address situations pertaining to hotel operations, in the absence of the Guest Service Manager/General Manager.
• Generates and analyzes statistical data that drive and promote cost effective programs for the hotel (i.e. budgeting).
• Responsible for the cost effectiveness of the department by operating within a preapproved budget and managing costs appropriately.
• Accurately forecasting department expenses on a monthly basis and properly obtaining advance approval for any expenses that exceed budget allocations.
• Responsible for reviewing budget performance on a quarterly basis and making the necessary adjustments to the remainder of the budget for the current year.
• Receive and properly code all bills related to the Front Office and Reservation department costs of operation.
• Ensure that all VIP amenities are handled properly by the Guest Service staff and all billing procedures are consistently adhered to.
• Maintains consistent communication with all hotel staff regarding VIP clients or special operational needs of a client (i.e. early check-in, group arrivals, preferred rooms, etc.).
• Ensures the completion of all specially assigned projects pertaining to hotel operations.
• Attends and contributes to all weekly management meetings, as scheduled.
• Ensures that employees are adhering to the Company’s appearance standards, are properly groomed, uniformed, and wearing their name badge.
• Promptly conducts investigations of all front office overages or shortages and reporting (in writing) investigation findings to the Hotel Manager/General Manager.
• Interacts openly and freely with employees to find equitable and creative solutions to handle problems/issues that arise.
• Ensure that the disciplinary process is consistently applied throughout the department and that proper documentation is completed for any corrective action (i.e., coaching, verbal, written warnings or suspensions).
• Ensure that all hiring, and termination policies are followed and that the proper new hire paperwork/documentation is completed and sent to Human Resources in a timely manner.
• Acts as the General Cashier and promptly/accurately deposits daily cash intake and orders change for the hotel.
• Responsible for submitting petty cash for reimbursement and properly coding all petty cash to the correct general ledger account.
• Develop incentive program(s) for Guest Service staff to help boost morale and drive profit intake for the hotel.
• Oversee the ADR and OCC (short-term) of inventories and opening and closing availability – as needed.
• Manage and organize comment cards.
• Actively monitor staff compliance and implementing accountability procedures for parking, safe charges, internet, and other incidental charges.
• Works closely with and maintains a strong working relationship/open lines of communication with all departments, including Housekeeping and Maintenance.
• Demonstrate a working knowledge of and promotes the hotel’s service standards and culture.
• Reports to work on time/as scheduled and in uniform (name tag included) according to the hotel’s standards of appearance.
• All other miscellaneous responsibilities as assigned and deemed appropriate by management.

Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions:

• Ability to communicate effectively and efficiently in English (speak, read, write) with guests, co-workers and management.
• Ability to manage outside departments and agencies.
• Excellent interpersonal and organizational skills.
• Ability to work under pressure with multiple deadlines, and travel.

Desired Skills/Education:

• Two (2) year college degree or three (3) years of hotel experience.
• Three (3) years of cross-functional experience in hotel management or related industry, is essential.
• Cross-brand or product line experience preferred.
• Strong experience in hospitality forecasting, pricing, and inventory control, is essential.
• Adaptable to extensive travel and schedule changes.

Additional Eligibility Requirements:

• Ability to communicate effectively through verbal and written modes of communication.
• Ability to read and write simple to complex instruction/direction/information.
• Has clerical experience and basic to complex math skills.
• Ability to exercise independent judgement, decision making, analysis, comprehension and problem-solving skills.
• Strong negotiating skills.

Other Qualifications:

Physical Demands - The physical demands described herein are representative of those that must be met by the Assistant Guest Service Manager to successfully perform the essential functions of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing duties of this job, the Assistant Guest Service Manager is regularly required to sit/stand for long periods, ability to move distances, push/pull, touch, carry/lift, use manual dexterity, hear/listen, climb, bend/stretch, and have clear speech.

Specific vision abilities required by this job include seeing and color perception.

Work Environment – The work environment characteristics described here are representative of those the Assistant Guest Service Manager encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The Assistant Guest Service Manager may be subject to shift work, working alone or with others, and have constant verbal and in-person contact with hotel staff and guests. While performing the duties of this job, the Assistant Guest Service Manager is regularly exposed office/mechanical equipment, moving objects, and high places – in indoor/office work conditions.

The noise level in the work environment is usually quiet to moderate.

Schedule Requirements:

• The Assistant Guest Service Manager must be flexible for scheduling; and available on nights, weekends and holidays.

Job Type: Full-time

Pay: $25.00 - $30.00 per hour

Benefits:

• 401(k)
• Dental insurance
• Employee discount
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• Day shift

Work setting:

• In-person

Experience:

• Hotel experience: 1 year (Preferred)

Work Location: In person