Front Office Manager

Join a dedicated team at a premier Honolulu resort, where you will play an essential role in fostering a supportive workplace for our staff and ensuring seamless hotel operations. This position offers the opportunity to directly enhance the guest experience through exceptional service.

Perks

Dental Insurance, Life Insurance, Medical & Vision Insurance, Paid Time off, 401K - Retirement

Job Title: Front Office Manager

Department: Rooms Division

Employment Type: Full-Time

Location: Waikiki Resort Hotel, Honolulu, HI

Job Description

The Front Office Manager is responsible for directing and overseeing the daily operations of the Front Desk, Bell Services, Lobby Ambassadors, and Guest Services. This role ensures seamless guest experiences through efficient check-in/check-out, accurate billing, effective reservations management, and responsive concierge services. The manager is accountable for maintaining service excellence, fostering team development, and ensuring compliance with property standards, union agreements, and regulatory requirements.

This position directly supervises the Guest Service Agents, Bell Staff, Guest Service Supervisors, and Night Auditors. Also, coordinates daily operations with Housekeeping, Sales, Engineering and Security Departments.

The Front Office Manager (FOM) will Manage a day-to-day staffing requirement, plan and assign work, and establish performance and development goals for team members. Will provide mentoring, coaching and regular feedback to help manage conflict and improve team member performance. The FOM will ensure staff is properly trained and has the tools and equipment to carry out job duties. Will ensure staff is properly trained in systems, security and cash handling procedures, and service and quality standards.

Essential Duties and Responsibilities

• Lead, train, schedule, and evaluate all Front Office personnel; provide coaching and corrective action as necessary.
• Ensure smooth operations at the Front Desk, Bell Desk, and Guest Services with consistent service delivery.
• Respond to guest requests, concerns, and complaints with urgency, professionalism, and resolution-focused communication.
• Enforce property service standards, policies, and the Collective Bargaining Agreement (CBA).
• Collaborate with Housekeeping, Engineering, and Security to guarantee guestroom readiness and operational support.
• Oversee departmental payroll, scheduling, and timekeeping to align with labor budgets and union requirements.
• Maintain accuracy and integrity of reservations, guest profiles, and billing within Opera PMS.
• Monitor and audit daily financial transactions, including credit card authorizations, folio reconciliations, and cash handling.
• Ensure compliance with safety regulations, health protocols, and liquor licensing requirements (e.g., Blue Card).
• Participate in annual budget planning, monthly forecasting, and departmental expense control.
• Partner with Human Resources on employee relations, progressive discipline, and documentation.
• Conduct daily shift briefings, team meetings, and individual coaching sessions.
• Design and implement training programs for new hires and tenured staff, focusing on guest service, systems, and operational standards.
• Act as Manager-on-Duty (MOD) when assigned, overseeing property-wide guest service and operational needs.
• Must be available for emergency call-ins, weekends, and after-hours support.

Qualifications

• Minimum 3–5 years of supervisory experience in hotel front office operations, guest services, or related professional area,
• High School or equivalent education required.
• Proficient in Opera PMS and Microsoft Office.
• Strong leadership, communication, and conflict resolution skills.
• Ability to work flexible shifts, including nights, weekends, and holidays.
• Familiarity with Hawaii labor laws, Department of Health guidelines, and Department of Liquor Control requirements.
• Knowledge of hospitality industry standards and guest service excellence practices.
• Familiarity with group arrivals, VIP coordination, and tour operator management.
• Exceptional interpersonal and problem-solving skills to handle guest complaints, escalations, and service recovery.

Preferred Skills

• Bachelor’s Degree in Hotel Management, Hospitality, Business Administration or related major.
• Proficiency in Japanese and Korean is a plus to better serve our diverse guest population.
• Experience working under a Collective Bargaining Agreement (CBA) and in collaboration with union representatives.
• Skilled in scheduling, labor management, and performance evaluations in a unionized work environment.

Physical Demands

• Frequently stands, walks, and moves throughout the property.
• Must be able to lift up to 25 lbs. occasionally.
• May need to assist with guest luggage or respond to emergencies.