Front Services - Front Services Manager
Company: Halekulani Corp.
Location: Honolulu
Posted on: May 9, 2025
Job Description:
Halekulani , 2199 Kalia Road, Honolulu, Hawaii, United States of
America Req #1127Monday, January 20, 2025LEGACY is a core value
that Halekulani lives by to celebrate our cultural history. For
over 100 years, the hotel has welcomed visitors to Waikiki Beach,
sharing our gracious hospitality, impeccable service, and
unparalleled cuisine. Halekulani and Halepuna Waikiki employees
live the legacy through the "art of service."POSITION SUMMARYAs an
integral part of a team, the Front Services Manager is responsible
for continuously looking for ways to improve each guest's
experience, for providing exceptional guest service and attending
to staff needs among the "front of the house" personnel in the
areas of Valet & Bell Desk. The role of the Front Services Manager
is to promote and foster service excellence and Halekulani's "never
say no, go the extra mile" philosophy while maintaining the
integrity of Halekulani.The Front Services Manager is often more
visible and accessible to the line employees therefore must possess
good communication and leadership skills, in order to maintain
employee morale.The Front Services Manager must possess good
understanding and leadership to contribute to the maximization of
the occupancy, revenue and staff efficiency while providing the
ultimate guests experience and being visible to guests. Common
sense and good judgment are essential to this position. One must
know when, where and how to handle and address matters necessary
for the operations and integrity of the hotel whether directly or
indirectly outlined in the position description. The Front Services
Manager must face up to challenges of the department for a positive
resolution.ESSENTIAL FUNCTIONS
- Maintain high employee morale & team spirit within the
division, fosters a positive work environment for everyone.
- Schedule front service and related area staff to provide
maximum service to guests within budgeted guidelines.
- The ability to conduct on the job training and review of new
staff to uphold Halekulani service standards and ensure
consistency.
- Supervise front services and related area staff in the
performance of their duties.
- Conduct fair, consistent, and effective performance evaluations
annually.
- Recognize areas of commendation or coaching for Front Services
team and conducts disciplinary actions as needed.
- Communicate closely with Front Office Leaders to ensure
follow-up on any special problems, guest requests, etc.
- Review daily arrivals to ensure proper handling of VIPs and
Return Guests, groups etc. Ability to escort if necessary.
- Network with other hotel or industry leaders.
- Promote positive working relationships with all departments.
Collaborate resolving problems or projects.
- Handle guest challenges and complaints, keeping Front Office
Leaders well-informed as to problems and action taken.
- May act in the absence of senior management in all matters
concerning the safety, security and well-being of hotel guests,
patrons, and employees.
- Promptly respond in any hotel emergency or safety
situation.
- Willing to cross-train in other areas of the hotel as needed to
understand the overall operations of a hotel.
- Ensure proper grooming standards by staff.
- Monitor staffs' adherence to our Halekulani Universal
standards.
- Uses good judgment, common sense, and takes initiative.
- Periodically review and update Standard Operating Procedures,
training materials, and practices as related to operations; know
when and how to develop new procedures.
- Recognize the need to assist Front Office Leaders in review and
update of staffing guides and implement changes.
- Assist Front Office Leaders in periodic reviews or department
job descriptions and update where needed.
- Emergency Management: Coordinate efforts to preserve life and
hotel property. On call for all threatening situations to life and
hotel property.
- Handle/address safety and security concerns for Front Office
and related to include work area, guest concern, key control, staff
training and awareness, etc.
- The ability to perform other tasks or projects as
assigned.SUPERVISORY REQUIREMENTSReports To: Director of
RoomsEDUCATION/EXPERIENCE
- Minimum three (3) years of experience in Front Office.
- High school diploma or equivalent vocational training
certificate, business degree and/or college degree preferred.
- Any combination of education and experience which would provide
the necessary knowledge, skills, and abilities to meet the minimum
qualifications to perform the essential functions of this
position.
- Drive all types of vehiclesLICENSES/CERTIFICATIONS
- Valid (State) driver's license
- Clean traffic abstract
- Certification in First Aid/CPR
- Valid City & County of Honolulu Liquor Commission card for
managers (blue)KNOWLEDGE, SKILLS, & ABILITIES
- Ability to anticipate guest needs; respond promptly and
acknowledge all guests.
- Ensure familiarity with all hotel services and features.
- Must be highly organized, detail-oriented and have the ability
to multi-task.
- Ability to maintain positive guest and employee relations at
all times.
- Input and access information in HMS, the property management
system/ computers/ point of sales system.PHYSICAL DEMANDSThe
physical demands and work environment characteristics described are
representative of those that must be met by a team member to
successfully perform the essential functions of this job.
Reasonable accommodations may be made to enable individuals with
disabilities to perform the essential functions.
- Ability to transport up to 40 pounds.
- Ability to endure various physical movements throughout the
work areas.
- Maintain a stationary position for up to 8 hours throughout
work shift.WORK ENVIRONMENT
- Indoor, air-conditioned office
- Exposure to variable temperature conditions.
- Exposure to variable noise levels.
- Exposure to fumes; dusts; chemicals; and odor hazardsHotels and
Resorts of Halekulani is an Equal Opportunity Employer and does not
discriminate against any employee or applicant for employment
because of race, color, sex, age, national origin, religion, sexual
orientation, gender identity, status as a veteran, and basis of
disability or any other federal, state, or local protected class.
- Halekulani , 2199 Kalia Road, Honolulu, Hawaii, United States
of America
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Keywords: Halekulani Corp., Honolulu , Front Services - Front Services Manager, Executive , Honolulu, Hawaii
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