Front Office Manager

About the role

The Front Office Manager at Fairmont Kea Lani is responsible for ensuring the highest level of guest service through sustained standards at the Front Desk. They also serve as a resource to the overall operations of the hotel.

Responsibilities

• Cook up a smooth operation and the highest level of guest satisfaction through colleague adherence to Fairmont Service Promise and Leading Quality Assurance standards.
• Champion the iAuditor program to maintain standards.
• Align colleagues to achieve and deliver on the strategic goals of the department.
• Develop strong teams through active involvement in the operations and through the development and support of a continually evolving team, including conducting and coordinating timely performance reviews.
• Develop, implement and maintain new incentives to motivate employees and maximize hotel revenue through upgrades.
• Seek feedback on guest satisfaction and resolve problems in accordance with our Mission Statement and philosophy of employee empowerment.
• Liaise with all hotel departments to ensure the smooth management of resort operations, maintaining a close relationship with Engineering, Rooms, Sales and Food & Beverage Divisions.
• Contribute to the Guest Experience committees.
• Consistently work towards improving VOG (TrustYou), Guest Service Index and LQA scores by responding to all surveys in a timely manner.
• Support the Director of Front Office by extracting, analyzing and identifying trends.
• Maximize room revenue through participating in yield management group meetings and implementing and supporting Revenue Management strategies and practices.
• Review incoming group information and attend all pre-convention meetings to understand the planners' needs, ensure group expectations exceeded and serve as a liaison with Conference Services & Catering.
• Review arrival reports to ensure all special requirements are met at a minimum.
• Ensure all suites/villas are checked out in a timely manner to ensure a seamless accommodation turnover.
• Control and provide feedback on labor and operational expenses.
• Effectively communicate and support resort events.

Requirements

• High School diploma or equivalent or vocational training.
• College or University degree in Hotel Management preferred.
• Minimum two (2) years experience in a Luxury Hotel or Resort Management position.
• Extensive knowledge of Front Office operations and brand standards.
• Experience in a fast-paced environment involving multi-tasking, attention to detail, and customer service.
• Service oriented and capable of communicating effectively with persons involved in all levels of authority, both internally and externally.
• Basic computational ability.
• Computer skills, including, but not limited to, Microsoft Word, Excel, and e-mail functions.
• Knowledge of computerized Front Office systems required with emphasis in Micros-Fidelio based programs (Opera).
• Superior leadership and coaching skills with a proven track record of developing and motivating career minded professionals.
• Guest service orientation and training skills background required.

Qualifications

• High School diploma or equivalent or vocational training.
• College or University degree in Hotel Management preferred.
• Minimum two (2) years experience in a Luxury Hotel or Resort Management position.
• Extensive knowledge of Front Office operations and brand standards.
• Experience in a fast-paced environment involving multi-tasking, attention to detail, and customer service.
• Service oriented and capable of communicating effectively with persons involved in all levels of authority, both internally and externally.
• Basic computational ability.
• Computer skills, including, but not limited to, Microsoft Word, Excel, and e-mail functions.
• Knowledge of computerized Front Office systems required with emphasis in Micros-Fidelio based programs (Opera).
• Superior leadership and coaching skills with a proven track record of developing and motivating career minded professionals.
• Guest service orientation and training skills background required.

Skills

• Leadership and coaching skills.
• Customer service orientation.
• Computational ability.
• Computer skills (Microsoft Word, Excel, e-mail functions).
• Knowledge of computerized Front Office systems (Micros-Fidelio based programs).
• Service oriented communication.

Benefits

• Comprehensive benefits package (Medical, Vision and Dental).
• Extended benefits like; Basic life insurance, TDI and Long-Term Disability for regular Full-time and Part-time employees.
• 401(k).
• One complimentary duty meal for all employees that work more than 6 hours per shift.
• F&B discount at Fairmont Kea Lani (venue specific and discount may vary).
• Wellness offerings.
• Learning programs through our Academies.
• Opportunity to develop your talent and grow within your property and across the world!
• Ability to make a difference through our Corporate Social Responsibility activities.

Pay

$80,000 - $85,000

Schedule

Due to the nature of the hospitality industry, employees are required to work varying schedules, including overnight, weekends and holidays, to accommodate the business and demands of the hotel.