'Alohilani Resort Waikiki Beach · 1 month ago
Assistant Front Office Manager / Night Audit
US-CA-San Francisco
Full-time
Onsite
Mid, Senior Level
$30/hr - $30/hr
3+ years expHighgate is a premier real estate investment and hospitality management company, and they are seeking an Assistant Front Office Manager to assist with daily operations at the front office. The role involves managing guest complaints, overseeing front desk operations, and ensuring high standards of hospitality and service are maintained.
HospitalityLeisureTravel
Responsibilities
Establish and maintain attentive, friendly, courteous and efficient hospitality at the Front Desk
Respond to all guests’ requests, problems, complaints and/or accidents presented at the Front Desk or through Reservations, in an attentive, courteous and efficient manner. Follow up to ensure guest satisfaction
Assist with development of employee morale and ensure training of Guest Services personnel
Maintain a professional working relationship and promote open lines of communication with managers, employees and other departments
Operate all aspects of the Front Office computer system, including software maintenance, report generation and analysis, and simple programming
Monitor proper operation of the P.B.X. console and ensure that employees maintain Highgate Hotel S.O.P.'s in its use
Greet and welcome all guests approaching the Front Desk in accordance with Highgate Hotel S.O.P.'s
Ensure implementation of all Highgate Hotel policies and house rules. Understand hospitality terms
Assist with check-ins and checkouts; confirm that all SOP’s are being followed properly
Train new employees, help to develop and implement training programs
Maintain log of rooms in “out of order” status
Perform Night Audit functions. Able to review all Night Audit related functions and able to produce Night Audit reports
Authorize and sign adjustments and paid outs over the limit
Oversee discrepancy report and monitor follow-through
Work closely with housekeeping regarding daily room status
Oversee Bell staff in the absence of a Supervisor if applicable
Operate radios efficiently and professionally in communicating with hotel staff. Ensure the proper use of radio etiquette within the department
Ensure correct and accurate cash handling at the Front Desk
Ensure logging and delivery of all messages, packages, and mail in a timely and professional manner
Be aware of all rates, packages and promotions currently underway
Follow and enforce all Highgate Hotel credit policies
Ensure that employees are, at all times, attentive, friendly, helpful and courteous to all guests, managers and other employees
Ensure participation within department for monthly Highgate Hotel Enrichment Committee
Ensure team understands and remains focused on their role in contributing to the Guest Service and audit scores
Assist with sign off of all Service Standards by Position for Guest Services staff
Monitor all V.I.P.'s, special guests and requests
Review Front Office lo book and Guest Request log on a daily basis
Monitor energy management, PBX, Pay-TV consoles to ensure proper functioning of equipment
Block rooms for special groups
Participate in Room Inspection programs
Qualification
Required
At least 5 years of progressive experience in a hotel or related field; or a 2-year college degree and a minimum of 3 years of progressive experience in a related field; or a 4-year degree and a minimum of 1 year of progressive experience in a related field
Previous supervisory responsibilities
Must be proficient in Windows, Company approved spreadsheets and word processing
Opera cloud experience necessary
Long hours sometimes required
Must be able to stand during entire shift
Sedentary work, exerting up to 20 pounds of force occasionally and/or up to 10 lbs of force frequently or constantly to lift, carry, push, pull or otherwise move objects
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
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
Must be able to maintain confidentiality of information
Perform other duties as requested by management
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