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Director of Front Office
Rate of Pay: Salaried
Director of Front Office, Full Time
Opportunity Awaits on the beautiful Island of Hawaii... Courtyard by Marriott King Kamehameha's Kona Beach Hotel currently has an opening for a talented Full Time Director of Front Office to share the aloha spirit and strive to create a memorable guest experience.
Brief Summary of Job: Responsible for the smooth, efficient and professional operation of front office, bell desk, bell valet, telecommunication (PBX), and reservations.
Essential Functions and Responsibilities of the job include but are not limited to:
____ Providing services that are above and beyond for guest satisfaction and retention.
____ Utilizing interpersonal and communication skills to lead, influence and encourage others;
advocates sound financial/business decision making; demonstrates honesty/integrity;
leads by example.
____ Encouraging and building mutual trust, respect and cooperation among team members.
____ Leads Front Desk, Bell and Valet teams to ensure highest level of service, efficient operations and compliance with all Marriott standards by having daily line ups and monthly department meetings.
____Supervises all Guest Service Managers and offers guidance and support to entire front office supervisory and line team.
____ Improving service by communicating and assisting individuals to understand guest needs,
maintaining quality products in accordance with Marriott standards, providing guidance, feedback and individual coaching when needed.
____ Ensure that all associates are adhering to all hotel policies, standards, procedures and regulations.
____Assist all Front Office leaders and associates in ensuring high level of guest satisfaction and ensure all complaints are addressed appropriately.
____ Monitors, reconciles and communicates accurate occupancy information to all hotel departments
____ Strictly follows bank-out procedures and cash handling procedures.
____ Have knowledge about room rates, packages, discounts and promotions and know how to handle each.
____ Check and control room reservations, front office systems, and supplies inventory, scheduling, forecasting and department budget to maximize revenue. Compile and prepare financial reports, including rate and availability calendar. Maintain guest room inventory.
____ Maintain and understand special guest programs and franchise related programs.
____ Maintain information on prices, rates, specials, packages, programs, etc, while ensuring all staff are trained in all areas.
____ Is in the guest area during high traffic times to assist the front office associates and to ensure smooth operations.
____Responsible for property inspections during their shift to ensure the cleanliness, safety and security in all public areas and monitor the congestion both in the lobby and porte cochere. Relay deficiencies to respective team members and follow up on corrections.
____ Monitors all activities for the day (large group movements, projects) to ensure area of activity is maintained, supervised, secured and safe.
____ Identifying the developmental needs of others and coaching, mentoring, or otherwise helping others to improve their knowledge or skills.
____ Managing all day-to-day front desk operations. Understanding team members’ positions well enough to perform duties in their absence.
____ Administering payroll edits, reporting and time & attendance policies.
____ Providing guidance and direction to subordinates, including setting performance standards, monitoring performance and completing performance evaluations.
____ Analyzing information and evaluating results to choose the best solution and solve problems.
____ Providing information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail or in person.
____ Responsible for the development and maintenance of all policies, procedures and quality standards within the department, utilizing a continuous improvement approach to ensure a high quality, cost effective and customer focused operation.
____ Maintaining complete knowledge at all times of: All hotel features/services, hours of operation, daily house count, expected arrival/departures and all department policies and procedures.
____ Handling complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others.
____ Interviewing hourly front office candidates and making recommendations to the Director of Operations on new hires, pay rates and terminations.
____ Provide assistance to other team members and departments to contribute to the best overall performance of the department, restaurant and hotel.
____ Perform other duties as assigned, requested or deemed necessary by management.
***Management retains the discretion to add or change the duties of the position at any time. ***
Knowledge/Education/Experience: Proficient in Microsoft applications. At least three (3) years previous Front Office Manager experience required. Experience in a union environment is preferred but not required. Ability to speak Japanese a plus. Ability to speak multiple languages preferred. College graduate desirable.
Skills/Abilities/Other Requirements: English speaking or bilingual. Ability to make timely, effective decisions. Ability to prioritize, organize and delegate work assignments. Ability to maintain good team member relations. Ability to develop and maintain effective guest relations. Ability to manage multi-departmental operations. Ability to direct performance of team members and follow-up with corrective action where needed. Ability to compute basic mathematical calculations. Dependable.
To be considered, please include your hours and days available to work with your cover letter or resume.
At Courtyard by Marriott King Kamehameha’s Kona Beach Hotel, caring for people and the community is part of who we are. Our comprehensive employment package varies by position, but may include:
• Free employee parking directly on-site in hotel parking lot each shift worked
• Free hot meal each shift worked
• Dry cleaning allowance/ free laundering of employee uniforms
• Paid company holidays and other paid time off (vacation, sick, birthday)
• Medical Insurance
• Dental Insurance
• Free Life & Temporary Disability Insurance
• Pension/Retirement Plans
• Employee Travel Program: Hotel room discounts at Marriott Worldwide locations, including 34 Hawaii locations
• Discounts on food and beverages at Marriott Worldwide locations.
• Friends & Family Travel Program at Marriott Worldwide locations, including 34 Hawaii locations
• Special Associate Purchase Discount on Marriott Vacation Club Vacation Ownership properties
• Reward & Recognition
• Learning & Development Opportunities
Mahalo nui loa for exploring your career options with our Courtyard by Marriott King Kamehameha's Kona Beach Hotel ohana!