Front Office Manager

Company Description

Discover the essence of Maui at Fairmont Kea Lani, Hawai‘i’s only all-suite and villa luxury resort.  Nestled on the pristine white sands of Wailea’s Polo Beach, this award-winning oceanfront paradise defines quintessential Hawaiian luxury with a state-of-the-art spa, island inspired cuisine and authentic cultural experiences. 

From full-moon staff hikes and beach clean-ups to appreciation luncheons and birthday holidays, our team provides endless opportunities to learn and grow in both your personal and professional development. Live and work in a place you love!

What is in it for you:

• Comprehensive benefits package (Medical, Vision and Dental) including 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
• Food & Beverage discount at Fairmont Kea Lani (venue specific and discount may vary)
• Wellness Offerings
• Employee benefit card offering discounted rates in Accor worldwide
• 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

Job Description

As a Front Office Manager, you will be responsible for ensuring the highest level of guest service is offered through sustained standards at the Front Desk.  You will also serve as a resource to the overall operations of the hotel by providing assistance and direction as needed.

Salary Range: $80,000 - $85,000

What you will be doing:

• Coordinate management of the Front Desk to ensure a smooth operation and the highest level of guest satisfaction through colleague adherence to Fairmont Service Promise and Leading Quality Assurance standards at all times.
• Champion the iAuditor program to maintain standards
• Align colleagues to achieve and deliver on the strategic goals of the department
• Ensure effective utilization and productivity of all staff through staff planning, hiring and scheduling
• 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 resolves 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
• Actively 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
• Effectively maximize inventory levels during high occupancy/sold out nights with the Rooms Controller
• 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.

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. 

Qualifications

Your experience and skills include:

• 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
• Must be service oriented and capable of communicating effectively with persons involved in all levels of authority, both internally and externally.
• Must