Assistant Director Front Office
Company: Park Shore Waikiki
Location: Honolulu
Posted on: January 25, 2023
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Job Description:
Highgate Hotels
Highgate is a leading real estate investment and hospitality
management company widely recognized as an innovator in the
industry. Highgate is the dominant player in major U.S. gateway
cities including New York, Boston, Miami, San Francisco and
Honolulu, with a growing Caribbean and Latin America footprint. The
hospitality forward company provides expert guidance through all
stages of the property cycle, from planning and development through
recapitalization or disposition. Highgate has a proven record of
developing its diverse portfolio of bespoke lifestyle hotel brands,
legacy brands, and independent hotels and resorts with contemporary
programming and digital acumen. The company utilizes
industry-leading revenue management tools that efficiently identify
and predict evolving market dynamics to drive outperformance and
maximize asset value. With an executive team consisting of some of
the most experienced hotel management leaders, the company is a
trusted partner for top ownership groups and major hotel brands.
Highgate maintains corporate offices in New York, Chicago, Dallas,
London, Miami, and Seattle. www.highgate.com .
Location
Located directly across from the famed Waikiki Beach, Park Shore
Waikiki boasts spectacular unobstructed views of the Pacific Ocean
and Diamond Head. The hotel's prime location places guests steps
from Hawaii's most popular beach, world-class dining, shopping and
entertainment - including the Honolulu Zoo and Kapiolani Park.
Overview
The Assistant Director of Front Office is responsible for ensuring
the operation of Guest Services, Concierge and Uniformed Services
in an attentive, friendly, efficient and courteous manner,
providing all guests with quality service while maximizing room
revenue and productivity, and developing managers and employees
with the Director of Rooms.
Responsibilities
Fundamental Requirements:
- Employees must, always, be attentive, friendly, helpful, and
courteous to all guests, managers, and fellow employees.
- Respond to all guest requests, problems, complaints and/or
accidents arising in person or through reservations, comment cards,
letters and/or phone calls, in an attentive, courteous and
efficient manner. Follow up to ensure guest satisfaction.
- Assist in motivating, coaching, counseling, and disciplining all
Front Office personnel according to hotel standards.
- Assist in conducting all Front Office interviews and follow
hiring procedures according to SOP's. Actively support Human
Resources with recruiting efforts. Ensure that all front office
managers are in compliance with the standards in their interviewing
and hiring procedures.
- Develop employee morale and ensure training of Front Office
personnel.
- Determine the focus of the week for the daily briefings by Monday
and ensure that they are done every day by the front office
managers to the entire department to include guest service agents,
bell, valet, door, and PBX.
- Maintain a professional working relationship and promote open
lines of communication with managers, employees, and other
departments.
- Ensure implementation of all Highgate Hotel policies and house
rules. Understand hospitality terms.
- Ensure all service standards are taught to the staff with
appropriate sign off to ensure accountability. Monitor all service
from all positions to ensure compliance and also assign roleplaying
of service standards to Front office managers to complete monthly
with the team and follow up to ensure completion and sign off.
- Tour Front Office operating departments daily, greeting employees
and soliciting feedback.
- Ensure compliance to Standard of the Week training, using the
steps to effective training according to Highgate Hotel
standards.
- Review rate variance, credit report, daily house counts, and
allowance reports to ensure compliance of all Highgate financial
SOPs for accounting/front office.
- Monitor and support the corporate Guest Recognition Program.
- Do the weekly inventory of items used for the front office
operations such as luggage tags, keys, paper and key packets to
ensure that we do not run low or out. Work with the Director of
Front office in ordering supplies to ensure budget control. Train
in utilization of the checkbook accounting for Highgate and
complete in the absence of the Director of Front office.
- Conduct walk-throughs of public areas and guestrooms to ensure
that cleanliness and maintenance standards are met.
- Assist in conducting weekly Front Office meetings with managers,
including a monthly financial review.
- Assist in Front Office Managers' performance reviews according to
SOP and ensure that managers are in compliance with the standards
in their administration of performance reviews to their
employees.
- Complete weekly schedules and monitor labor expenses through
schedule approval process and ensure budgeted productivity by
reviewing 14 day forecast and daily labor report.
- Assist Director of Rooms with payroll processing and ADP
management.
- Participate in required M.O.D. program as scheduled.
- Assist in writing and implementing SOPs for all duties of the
front office operation such as check in and check out. These will
develop a manual for training all new employees. The assistant
director will be responsible for meeting with new trainees once a
week and do a progress report on their training to the Director and
Human Resources.
- Operate all aspects of the Front Office computer system,
including software maintenance, report generation and analysis, and
simple programming.
- Maintain guest experience, assisting front desk when extra
coverage is needed for check ins and check outs.
- Monitor proper operation of the P.B.X. console and ensure that
employees maintain S.O.P.'s in its use.
- Carry a hotel radio at all times. Operate radios efficiently and
professionally in communicating with hotel staff.
- Coordinate and execute all aspects of the ongoing implementation
of the Highgate Hotel philosophy of service.
- Be knowledgeable of the current corporate marketing programs and
the standards and procedures for each. Ensure that staff is
knowledgeable in understanding and implementing corporate
programs.
- Oversee Guest Facilitation Manager to monitor all V.I.P.'s,
special guests, and requests.
- Ensure overall guest satisfaction.
- Involvement in the Lobby Ambassador coverage.
- Ensure that Daily MOD checklist is completed thoroughly and
accurately.
- Monitor and follow up on all Medallia and online review comments
related to front office.
- Actively share reviews and Medallia scores with the Front Office
team to create a culture of excellent service.
- Ensure overall associate satisfaction which will include weekly
review of the AOS plan and progress with the Director of Rooms. The
Assistant Director will also be responsible for updating the AOS
board weekly and conducting monthly AOS committee meetings.
Keywords: Park Shore Waikiki, Honolulu , Assistant Director Front Office, Executive , Honolulu, Hawaii
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