Primary Responsibilities: Responsible for the quality of service provided to guests and all visitors of the resort. Establish department policies, procedures and standards. Manage, coordinate and supervise the activities at the front desk, concierge, lobby and bell service and reservations. Ensure staff is properly trained and adheres to safety policies and procedures. Prepare the annual department operating and CIP budget and reports on forecasting, occupancy, department budget, etc. Respond and resolve guest complaints or concerns.

Essential Duties:

1. Prepare annual operating and CIP budget.

2. Establish department policies, procedures and standards.

3. Manage the department following company policies, procedures and terms and conditions of the

CBA.

4. Oversee the daily operation of the front desk, concierge, lobby/bell service and reservations to ensure that quality and service standards are followed.

5. Ensure safety training and standards are maintained and procedures followed.

6. Review, approve and verify department payroll.

7. Hire, supervise, train, evaluate, counsel and discipline department staff.

8. Responsible for schedules, labor cost and department operating expense.

9. Investigate, document and respond to guest complaints in a timely manner.

10. Respond to emergencies on the resort premises following established procedures.

11. Promote the resort, facilities and services.

12. Maintain and control current and future room inventory, upgrades and special requests.

13. Ensure special guest requests are communicated to the appropriate department and handled properly.

14. Generate reports.

15. Perform other related duties as assigned or required.

Other Duties:

1. Conduct regular department meetings

2. Attend resort management meetings.

3. Maintain department bulletin boards.

4. Order and inventory supplies.

5. Assist in servicing guests as needed.

2

Position Title: Front Office Manager

Working Conditions:

1. Work in normal office conditions.

2. Work in open area of the front desk, hotel lobby and bell desk area.

Work Hours:

1. Able to work hours and days set by Hotel or General Manager

2. Able to work long and irregular hours.

3. Able to work over 40 hours per week.

Equipment Use:

1. Proficient in the use of a computer and with the resort’s word, spreadsheet and other required software.

2. Telephone and radio

3. Various office equipment including but not limited to calculators, photocopiers, and facsimile machines.

4. Automated External Defibrillator

5. Drive and park guest vehicles

6. May drive electric cart to shuttle guests within the property.

Mental and Physical Demands:

1. Able to prioritize and organize workload to ensure deadlines are met.

2. Require considerable walking and standing to oversee the front office operation.

3. Must be able to respond to emergencies on the resort and the ability to remain calm and make sound decisions.

4. Ability to work under pressure, manage stressful situations, and multi-task.

Communication Demands:

1. Must be able to effectively communicate in person, over the phone or in writing with guests, employees or vendors.

2. Effectively disperse information at meetings or to affected employees and departments.

3. Must be able to train employees, write procedure manuals, notices and memos.

Minimum Qualification Requirements:

1. Three years or more work related experience.

2. Must be pleasant, smiling and friendly.

3. Health Department TB clearance if required to serve beverage.

4. Skills to effectively supervise and manage the department and meet goals.

5. Ability to investigate and resolve complaints promptly.

6. Ability to analyze financial information.

7. Driver’s License, preferred.

Job Type: Full-time

Pay: $80,000.00 - $100,000.00 per month

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Employee discount
• Flexible spending account
• Health insurance
• Paid time off
• Referral program
• Vision insurance

Schedule:

• 10 hour shift
• Day shift
• Evening shift
• Holidays
• Monday to Friday
• Night shift
• Weekend availability

Supplemental pay types:

• Signing bonus

Ability to commute/relocate:

• Kamuela, HI 96743: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Hotel experience: 5 years (Preferred)

Work Location: One location

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