'Alohilani Resort Waikiki Beach · 17 hours ago
Assistant Front Office Manager
US-FL-Miami Beach
Full-time
Onsite
Entry, Mid Level
1+ years expHighgate is a leading real estate investment and hospitality management company with a global portfolio of over 400 hotels. The Assistant Front Office Manager is responsible for ensuring the operation of the Front Office in a friendly and efficient manner, providing quality service to guests while maximizing room revenue and occupancy.
HospitalityLeisureTravel
Responsibilities
Works closely with Sales and Reservations in order to fulfill all special requests for groups, VIP’s, etc
Assist daily in the guest reception
Responds daily all social media feedback, follow up with guest as well as internally
Communicates effectively and genuinely with guests, team members and other departments
Assists and often leads guest service training initiatives within the front office department
Maintains a friendly and caring demeanor at all times in a fast paced environment
Maintains a professional image at all times that falls within the hotel and company guidelines for appearance and dress
Demonstrates team work by co-operating and assisting colleagues as needed
Provides all Front Desk Assistant job duties like registering guests into the hotel in a prompt and courteous manner, using up-selling techniques to maximize room rates; preparing for group check-ins and check-outs, and VIP arrivals
Maintains and updates all guest profiles
Reviews all daily and future reservations in order to accommodate special requests, makes amenity cards, works closely with IRD and PH to communicate all F&B requests
Works with all new hires for FD training
Interviews, hire and train guest services agents
Becomes informed of events/functions in the hotel during shifts
Maintains a house bank and keeps an accurate report of daily receipts and deposits
Is able to work with and understand basic financial data and information
Is able to find guest centric solutions
Promotes hotel services, facilities and outlets, provides the guest with information such as local attractions and directions, using the James Report to increase guest satisfaction
Is able to take or assist with reservations
Is able to assist at PBX
Resolves guest complaints to the satisfaction of the customer by being guest centric, friendly and caring. Communicates to Management any problems, complaints or unhappy guests
Is intuitive to guest needs, anticipates needs in job performance, being proactive instead of reactive
Responds quickly to all guest requests in a caring friendly and professional manner, consistently follow up to ensure guest satisfaction that meets and exceed our services standards
Maintains a good relationship with repeat guests and their special requests
Is able to supervise a shift when needed
Works closely with Sales and their VIP Clients
Stays current with developments in the hotel by reviewing the communication log book each shift; updates log book for next shifts as well as communicates effectively the policies and procedures to other team members of the hotel
Has knowledge of and assists in all emergency procedures as required
Attends all mandatory meetings and training classes
Has knowledge of the names, titles and positions of key people within the hotel
Has knowledge of the hotel’s surrounding area, such as pharmacies, theaters, Public Transportation, Retail, and Restaurants etc
Completes all checklists as assigned
Qualification
Required
A 4-year college degree and at least 1 year of related experience required
Supervisory experience required
Must be proficient in Windows, Company approved spreadsheets and word processing
Long hours sometimes required. Two overnight shifts with this position
Light work - Exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently or constantly to lift, carry, push, pull or otherwise move objects
Ability to stand during entire shift
Maintain a warm and friendly demeanor at all times
Must be able to effectively communicate both verbally and written, with all level of employees and guests in an attentive, friendly, courteous and service oriented manner
Must be effective at listening to, understanding, and clarifying concerns raised by employees and guests
Must be able to multitask and prioritize departmental functions to meet deadlines
Approach all encounters with guests and employees in an attentive, friendly, courteous and service-oriented manner
Attend all hotel required meetings and trainings
Participate in M.O.D. coverage as required
Maintain regular attendance in compliance with Highgate Hotel Standards, as required by scheduling, which will vary according to the needs of the hotel
Maintain high standards of personal appearance and grooming, which include wearing nametags
Comply with Highgate Hotel Standards and regulations to encourage safe and efficient hotel operations
Maximize efforts towards productivity, identify problem areas and assist in implementing solutions
Must be effective in handling problems, including anticipating, preventing, identifying and solving problems as necessary
Must be able to understand and evaluate complex information, data, etc. from various sources to meet appropriate objectives
Preferred
Labor experience and OPERA experiences preferred
Company
'Alohilani Resort Waikiki Beach
ʻAlohilani Resort Waikiki Beach sits where the city meets the sand with a sophisticated, awe-inspiring design that pays homage to Hawaii's rich cultural heritage.
201-500 employees
Funding
Current Stage
Growth StageRecent News
Pacific Business News
2023-11-01
Company data provided by crunchbase