Prince Waikiki: Director of Front Office (Salary)

Job Type: Location Type: Not Specified

 

Aloha and Welcome! Thank you for your interest in employment opportunities with Prince Waikiki on Oahu. We invite you to our dynamic team of hospitality professionals.

We are confident that our salary and benefits package will be attractive. In addition to competitive industry salaries, ambassador recognition programs, training, and career opportunities, we offer the following benefits: medical, drug, vision, and dental care, life insurance, paid vacation and sick leave, 401K, Health Reimbursement, discounted parking, dining and golf discounts, and more.

At Prince Waikiki, we’re creating a hospitality company whose future is unlimited and whose values reflect the dedication and passion of our employees.

Our success is measured by the quality of the relationships we build with one another, our guests, and our strategic partners.

By seeking ways to add value to every encounter, we set ourselves apart from others and instill a sense of pride that is uniquely Prince. We invite you to share this journey with us.

Band 5

PW Guest Services Director of Front Office

Primary Responsibilities:

The Director of Front of Office is a key position in the Hotel and is responsible for providing leadership, motivation and direction to the Front Office, including Hotel Assistant Managers, Night Manager, Guest Services, Concierge, Bell Services, Parking, PBX, and Club Lounge teams of the Hotel to successfully balance running an efficient operation and upholding the highest degree of guest satisfaction.
Provides leadership, training and mentorship to Front Office managers and supervisors to ensure operational consistency and long-term succession planning for all areas of the Front Office. Establishes, reviews and enforces department policies and procedures to maintain standards of guest service and policies set forth by Executive Management. Prepares the annual department operating and CIP budget and reports on forecasting, occupancy, department budget, ADR strategies, etc. in a timely manner. Effectively handles multiple projects and assignments.

Essential Duties:

1. Responsible for preparation of annual budget, financial reconciliation and weekly forecasts.
2. Prepare annual operating and CIP budget with department managers.
3. Manage labor standards and direct expenses to achieve maximum flow through to the bottom line profit.
4. Develop and implement strategic initiatives; review and analyze monthly financial statements with front office department managers and ensure budgetary goals are met.
5. Monitor and maintain compliance with hotel standard operating procedures.
6. Direct the day-to-day oversight of the Front Office department with the objective of ensuring the highest possible profit while maintaining the highest level of service and guest satisfaction.
7. Maintain profitability of the department to support the overall hotel operation. Control payroll and equipment costs, minimize loss and misuse. Ensure equipment is maintained and in good operating condition. Evaluate cost effectiveness of all aspects of the operation. Develop and implement cost saving and profit enhancing measures. Assist in the preparation of all required monthly reports.
8. Manage, coordinate and supervise the activities of the Front Desk, Concierge, Bell, Parking Communications departments and Hotel Assistant managers to ensure the highest level of courteous and efficient service to all internal and external customers. Schedule, direct and supervise staff in their work assignments.
9. Train, supervise, counsel and discipline staff for the efficient operation of the Front Office area. Monitor employee performance encourage improvement and development and complete annual performance evaluations.
10. Provide training and mentorship Front Office managers and supervisors to ensure consistent communication throughout the Front Office departments including: scheduling of regular departmental meetings, communicating pertinent daily information to the staff, consistent information transfer between shifts, etc.
11. Maintains rapport with all departments and attends relevant meetings.
12. Assist with Hotel Assistant manager duties as needed.

SUPPORTIVE FUNCTIONS:

1. In addition to performance of the essential functions, this position may be required to perform a combination of the following supportive functions, with the percentage of time performing each function to be solely determined by the supervisor based upon the particular requirements of the Hotel and Golf Club.
2. Maintains an open door policy and monitor employee relations.
3. Produces accurate and timely budges and staffs accordingly.
4. Completes annual performance evaluations for subordinate staff.
5. Perform other duties assigned by the Hotel Manager and/or General Manager.
6. Maintains inventories of necessary supplies at the Front Desk; submits requisitions for replacement of such depleted supplies or equipment.

Other Duties:

1. Regular attendance in conformance with the standards, which may be established by the Hotel and Golf Club from time to time, is essential to the successful performance of this position. Employees with irregular attendance will be subject to disciplinary action, up to and including termination of employment.
2. Due to the cyclical nature of the hospitality industry, employees may be required to work varying schedules to reflect the business needs of the Hotel and Golf Club.
3. Upon employment, all employees are required to fully comply with Hotel and Golf Club rules and regulations for the safe and efficient operation of the facilities. Employees who violate Hotel and Golf Club rules and regulations will be subject to disciplinary action, up to and including termination of employment.

SPECIFIC JOB KNOWLEDGE, SKILL AND ABILITY

The individual must possess the following knowledge, skills and abilities and be able to explain and demonstrate that he or she can perform the essential functions of the job, with or without reasonable accommodation, using some other combination of skills and abilities.

1. Considerable knowledge of all departments’ functions, hotel facilities/services and city and current events.
2. Thorough knowledge of all Front Office operations and individual job requirements.
3. Advanced mathematical skills and considerable skill in the use of a calculator to prepare moderately complex mathematical calculations without error.
4. Ability to analyze financial information.
5. Ability to communicate effectively in the English language with employees and guests, understand reports and related correspondence and accurately perform essential job functions.
6. Ability to effectively deal with guest and employee concerns in a friendly and positive manner, including listening to the nature of the concern, demonstrating empathy, patience, tact and diplomacy with the guest and providing positive and proactive solutions.
7. Ability to manage a large staff and apply proven supervisory skills to plan, organize, direct, coach, train and discipline employees.
8. Ability to exercise judgment, supervise the work performance of others and develop subordinates to enhance advancement in the Hotel.
9. Ability to supervise/direct both subordinate and non-subordinate personnel.
10. Ability to oversee the operation of the Rooms Division.
11. Ability to decipher data and analyze information to make effective, sound decisions.
12. Ability to present information in a professional manner in a variety of settings.
13. Ability to organize detailed information and prioritize workload to ensure deadlines are met.
14. Ability to work professionally under pressure and deal with stressful situations during busy periods and with demanding guests.
15. Ability to manage multiple tasks simultaneously.
16. Ability to access and accurately input information into a computer system. Ability to use Microsoft Excel and Word programs.
17. Ability to use various office equipment, including, but not limited to, typewriters, calculators, photocopiers, printers and facsimile machines.
18. Ability to sit, stand and move throughout the Hotel.

Working Conditions:

1. Works on tile, carpet, and cement in an office setting.
2. Works in public areas and guest rooms.
3. May respond to outside areas of the hotel.
4. Must be able to work indoor and outdoor.
5. Occasional exposure to hot/cold/humid/rainy conditions
6. Able to deal with the pressure involved with guests, employees and vendors.
7. Must be ready to provide guests and visitors with gracious customer service at any hour.
8. Grooming to standards outline in the Prince Look Policy.

Work Hours:

1. Due to the cyclical nature of the hospitality industry, employees may be required to work varying schedules to reflect the business needs of the Hotel.
2. Must be flexible, available 24 hours and be able to work various shifts (morning, midday, night, overnight, holidays and weekends).
3. Expected to work extended hours based on operational needs.

Equipment Use:

1. Ability to access and accurately input information into the hotel’s computer system.
2. Ability to demonstrate proficiency on software including but not limited to: Opera, Microsoft Office, Outlook, On Track, Kronos, Birchstreet, Data Park, Micros, Saflok, Opera)
3. Two-way radio
4. Key and Gift Card Encoder
5. PBX console
6. Ability to use various office equipment, including but not limited to: telephone, typewriters, calculators, 10-key, photocopiers, printers, and facsimile machine.
7. Ability to safely operate various types of vehicles.

Mental and Physical Demands:

1. Must be able to be able to stand for extended periods of time.
2. May occasionally be asked to lift luggage and parcels,
3. Ability to manage the pressures involved with guests vendors and employees.
4. Ability to lift up to 50 lbs.
5. Ability to push/pull up to 75 lbs.
6. Must be able to respond and act appropriately in emergency situations.

Communication Demands:

1. Ability to effectively deal with internal and external customers, some requiring high levels of patience, tact and diplomacy to defuse anger and collect information
2. Ability to effectively communicate verbally in the English language.
3. Ability to communicate in a second language is preferred with Japanese being the most desired.
4. Ability to communicate effectively in the English language with employees and guests, understand reports and related correspondence and accurately perform essential job functions.
5. Ability to effectively deal with guests and employee concerns in a friendly and positive manner, including listening to the nature of the concern, demonstrating empathy, patience, tact and diplomacy with guest / employee and providing positive and proactive solutions.
6. Ability to exercise judgement, supervise the work performance of others and develop subordinates to enhance advancement in the Hotel.

Minimum Qualification Requirements:

Education:

1. High school diploma required.
2. College degree preferred.

Experience:

1. Minimum two years of progressive Front Office management experience, preferably in a similar size hotel.

Licenses or certificates:

1. CPR certification required.
2. First Aid training preferred.
3. Ability to obtain Liquor Commission Blue Manager’s Card required. (not a prerequisite, to be arranged post offer).
4. Current valid driver’s license with clean traffic abstract for the past three years required. License valid in the State of Hawaii preferred.
5. Ability to drive various types of vehicles.

Other:

1. Ability to speak another language in addition to English is preferred, with Japanese being the most desirable.

We appreciate your interest in joining our ‘Ohana. Due to our numerous inquiries, only qualified applicants for posted positions will be contacted by phone or email provided on your employment application form.