Front Office Manager

6 days ago

Honolulu, Hawaii, United States Hilton Grand Vacations Full time
Job Summary

Hilton Grand Vacations is seeking a highly skilled and experienced Front Office Manager to join our team. As a key member of our resort operations, you will be responsible for ensuring the seamless movement of guests in and out of the resort, providing exceptional levels of guest service throughout their stay.

Key Responsibilities
  • Guest Service: Provide outstanding levels of guest service, ensuring that all guests have a memorable and enjoyable experience.
  • Front Office Operations: Supervise the activities of the Front Office Operations, including the front desk, bell, and valet, ensuring timely completion of team member work schedules and performance appraisals.
  • Communication: Coordinate communication of activities with other departments to achieve optimal levels of revenues while maintaining high levels of guest expectations.
  • Guest Feedback: Monitor guest survey scores, requests, and complaints, and collaborate with appropriate partners to resolve issues as deemed necessary to provide excellence in service.
  • Training and Development: Maintain and perform department training program and onboarding schedule for new team members, ensuring they have the necessary skills and knowledge to excel in their roles.
  • Relationships and Compliance: Maintain relationships, contracts, compliance, and interfaces issues with the operation's business supporters and suppliers to ensure business needs and financial responsibilities are handled promptly.
  • Language Skills: Communicate effectively in English in writing as well as verbally, with Japanese language speaking skills a plus.
Requirements
  • Education: High school graduate or equivalent.
  • Experience: More than 2 years of managerial experience in a hotel, preferably in a Front Office capacity, with 3-5 years of related experience.
  • Leadership Skills: Strong leadership capability with the ability to motivate, develop, and engage staff in a positive manner that produces business results.
  • Interpersonal Skills: Displays effective interpersonal skills, including the ability to effectively prioritize and handle multiple tasks and timelines, and lead challenging priorities within a small team environment.
  • Communication Skills: Strong written and oral interpersonal communication skills with the ability to build and maintain productive working relationships and negotiate with a range of internal and external clients.
  • Availability: Able to work a flexible schedule including evenings, weekends, and holidays.
Preferred Qualifications
  • Education: BA/BS/Bachelor's Degree.
  • Experience: 5-7 years of related experience, with more than 4 years of management or supervisory experience.
  • Certifications: CPR/First Aid.
  • Industry Knowledge: Previous experience working in hotel/resort operations, with an emphasis on the relationship between Front Office and Housekeeping, and timeshare ownership a plus.
  • Financial Knowledge: Knowledge of economic and accounting principles and practices, analysis and reporting of financial data.
  • Collective Bargaining Agreement: Experience in leading operations operating under a Collective Bargaining Agreement (CBA).
  • Language Skills: Fluent in Japanese language (read, speak, write).

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