Job Description

ASSISTANT DIRECTOR OF FRONT OFFICE

Primary Responsibilities: Direct the day-to-day operation focused on efficiency with the objective of ensuring the best possible profit while maintaining the highest degree of guest satisfaction. Represents the Front Office to hotel guests and employees. Assists the Director of Front Office in all job areas including and not limited to the Guest Services, Concierge, Club Lounge, Front Services, and Communications. In addition, represents the Executive Office to hotel guests and employees. Inspect the hotel and public areas and monitor employees to ensure quality customer service and compliance to all procedures established by management.

Plans, organizes, and supervises Front Office activities. Establishes, reviews, and enforces department policies and procedures. Effectively handles multiple projects and assignments. Maintains standards of guest service and policies set forth by Executive Management. 

Essential Duties :

1. Manage, coordinate, and supervise the activities of the Guest Services, Concierge, Club Lounge, Front Services, and Communications Departments and Hotel Assistant Managers to ensure the highest level of courteous and efficient service to all internal and external customers.
2. 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. Provide coverage and assistance including but not limited to scheduling, direct and indirect support and shift coverage as required.
3. Run the management of the department with duties including scheduling, payroll, training, and departmental meetings.
4. Handle guest complaints in an effective manner and respond to emergency situations.
5. Maximize room revenue and occupancy by reviewing status daily. Analyze rate variance, monitor credit report, and maintain close observation of daily house count.
6. Maintain Hotel Standard Operating Procedure (SOP)
7. Assist in analyzing labor, forecast, capitol and department budget.
8. Interact positively with guests and employees, promoting hotel facilities and services. Listen and extend assistance to resolve problems to the satisfaction of involved parties. Field guest complaints and conduct thorough research to develop the most effective solutions. Remain calm and alert, especially during emergency situations and heavy hotel activity.
9. Train, supervise, and counsel and discipline staff for the efficient operation of the Front Office area. Assist in conducting departmental meetings, communicating pertinent information to the staff, such as arrival/departure counts. Schedule, direct and supervise staff in their work assignments. Monitor employee performance, encourage improvement and development and complete annual performance evaluations.
10. Maintain profitability of the department with maximizing room revenue and controlling payroll and other expenses related to Guest Services, Concierge, Club Lounge, Front Services, and Communications.
11. Coordinate the activities of the Hotel Assistant Managers to ensure continuous improvement in service delivery, training, and cost containment. Assist the Hotel Assistant Manager duties as needed.
12. Attend all meetings in the absence of the Director of Front Office.
13. Perform other duties / projects assigned by the Director of Front Office.

Other Duties:

1. 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 –Complete knowledge of all areas of the Front Office.
2. Ability to analyze financial information.
3. Ability to manage a large staff and apply proven supervisory skills to plan, organize, direct, coach, train, and discipline employees.
4. Ability to supervise/direct both subordinate and non-subordinate personnel.
5. Ability to organize detailed information and prioritize workload to ensure deadlines are met.
6. Ability to manage multiple tasks simultaneously.

Work Hours:

1. Must have flexible availability and be able to work varied shifts & holidays.
2. Must be able to work a minimum of 45 hours per week.
3. May be required to work a flexible schedule in order to meet the changing demands of the property and adjusting for arrivals and departures of guests.
4. Must be able to travel for business, trainings, or attend meetings as required.

Equipment Use:

1. Ability to demonstrate proficiency on software including but not limited to: Infor HMS, HotSos Microsoft Office, OnTrack, Dayforce, Birchstreet, Micrometrics, Saflok Etc.
2. Ability to use various office equipment, including, but not limited to: telephone, typewriters, calculators, 10-key, photocopiers, printers and fax machine.
3. Speaks, reads, and writes proper English. Speaks, reads, and writes proper Japanese highly preferred.

Mental and Physical Demands:

1. Ability to work under pressure and deal with situations which may be deemed stressful during busy periods.
2. Ability to be mobile throughout the hotel.
3. Ability to prioritize and organize workload to ensure deadlines are met.
4. Ability to stand, walk and/or sit continuously to perform the essential job functions for the full duration of the shift.
5. Ability to lift and carry 25 pounds (i.e., assist with luggage handling).

Communications:

1. Must be able to effectively communicate in English in person, over the phone, in writing to guests, employees, clients and vendors professionally. Must be able to speak, read and write proficiently in the English language.
2. Must be able to ensure all emails are responded on time according to hotel standards.
3. Must be able to effectively deal with internal and external customers, some requiring high levels of patience, tact and diplomacy to defuse anger and collect information.
4. Must be able 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.
5. Must be able to exercise judgement, supervise the work performance of others and develop subordinates to the enhance advancement in the Hotel.
6. Ability to speak, read and write a foreign language preferred, with Japanese being the most desirable.
7. Friendly, outgoing personality and professional demeanor.
8. Must be able to multitask, prioritize and meet deadlines.

Minimum Qualification Requirements:

1. High School Diploma required.
2. Minimum of three years of managerial experience in Front Office required.
3. Ability to present current valid TB clearance.
4. Ability to obtain Hawaii Liquor Commission Blue Card
5. Current Driver’s Abstract (No moving violation within the last 3 years).
6. Ability to drive all vehicles including standard.
7. Any combination of education and experience that provides the required knowledge, skills and abilities necessary to perform the duties of the position.

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