Director of Front Office - Franchised

Job Number

24028501
Job Category

Rooms & Guest Services Operations
Location

Courtyard King Kamehameha's Kona Beach Hotel, 75-5660 Palani Road, Kailua Kona, Hawaii, United States

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Schedule

Full-Time
Located Remotely?

N
Relocation?

Y
Position Type

Management
Additional Information:

This hotel is owned and operated by an independent franchisee, BRE Hotels & Resorts. The franchisee is a separate company and a separate employer from Marriott International, Inc. The franchisee solely controls all aspects of the hotel’s employment policies and practices, including hiring, firing, discipline, staffing, compensation, benefits, and all other terms and conditions of employment. If you accept a position at this hotel, you will be employed by a franchisee and not by Marriott International, Inc.

JOB SUMMARY
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Director of Front Office
Rate of Pay: Salaried Relocation Offered Director of Front Office, Full Time Opportunity Awaits on the beautiful Island of Hawaii… King Kamehameha Kona Beach Resort Courtyard by Marriott currently has an opening for a talented Full Time Director of Front Office to share the aloha spirit and strive to create a memorable guest experience.
Brief Summary of Job:
Responsible for the smooth, efficient and professional operation of front office, bell desk, bell valet, telecommunication (PBX), and reservations.
Essential Functions and Responsibilities of the job include but are not limited to:
Providing services that are above and beyond for guest satisfaction and retention.
Utilizing interpersonal and communication skills to lead, influence and encourage others; advocates sound financial/business decision making; demonstrates honesty/integrity; leads by example.
Encouraging and building mutual trust, respect and cooperation among team members.
Leads Front Desk, Bell and Valet teams to ensure highest level of service, efficient operations and compliance with all Marriott standards by having daily line ups and monthly department meetings.
Supervises all Guest Service Managers and offers guidance and support to entire front office supervisory and line team.
Improving service by communicating and assisting individuals to understand guest needs, maintaining quality products in accordance with Marriott standards, providing guidance, feedback and individual coaching when needed.
Ensure that all associates are adhering to all hotel policies, standards, procedures and regulations.
Assist all Front Office leaders and associates in ensuring high level of guest satisfaction and ensure all complaints are addressed appropriately.
Monitors, reconciles and communicates accurate occupancy information to all hotel departments
Strictly follows bank-out procedures and cash handling procedures.
Have knowledge about room rates, packages, discounts and promotions and know how to handle each.
Check and control room reservations, front office systems, and supplies inventory, scheduling, forecasting and department budget to maximize revenue. Compile and prepare financial reports, including rate and availability calendar. Maintain guest room inventory.
Maintain and understand special guest programs and franchise related programs.
Maintain information on prices, rates, specials, packages, programs, etc, while ensuring all staff are trained in all areas.
Is in the guest area during high traffic times to assist the front office associates and to ensure smooth operations.
Responsible for property inspections during their shift to ensure the cleanliness, safety and security in all public areas and monitor the congestion both in the lobby and porte cochere. Relay deficiencies to respective team members and follow up on corrections.
Monitors all activities for the day (large group movements, projects) to ensure area of activity is maintained, supervised, secured and safe.
Identifying the developmental needs of others and coaching, mentoring, or otherwise helping others to improve their knowledge or skills.
Managing all day-to-day front desk operations. Understanding team members’ positions well enough to perform duties in their absence.
Train department team members on all Marriott required brand standards training. Ensures their own training is completed.
Administering payroll edits, reporting and time & attendance policies.
Providing guidance and direction to subordinates, including setting performance standards, monitoring performance and completing performance evaluations.
Analyzing information and evaluating results to choose the best solution and solve problems.
Providing information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail or in person.
Responsible for the development and maintenance of all policies, procedures and quality standards within the department, utilizing a continuous improvement approach to ensure a high quality, cost effective and customer focused operation.
Maintaining complete knowledge at all times of: All hotel features/services, hours of operation, daily house count, expected arrival/departures and all department policies and procedures.
Handling complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others.
Interviewing hourly front office candidates and making recommendations to the Director of Operations on new hires, pay rates and terminations.
Provide assistance to other team members and departments to contribute to the best overall performance of the department, restaurant and hotel.
Perform other duties as assigned, requested or deemed necessary by management. ***Management retains the discretion to add or change the duties of the position at any time. ***
JOB REQUIREMENTS

Qualifications: Knowledge/Education/Experience:
Proficient in Microsoft applications.
At least three (3) years previous Front Office Manager experience required.
Experience in a union environment is preferred but not required.
Ability to speak Japanese a plus.
Ability to speak multiple languages preferred.
College graduate desirable.
Skills/Abilities/Other Requirements:z
English speaking or bilingual.
Ability to make timely, effective decisions.
Ability to prioritize, organize and delegate work assignments.
Ability to maintain good team member relations.
Ability to develop and maintain effective guest relations.
Ability to manage multi-departmental operations.
Ability to direct performance of team members and follow-up with corrective action where needed.
Ability to compute basic mathematical calculations. Dependable.
Description of pay and benefits:

At King Kamehameha Kona Beach Resort Courtyard by Marriott, caring for people and the community is part of who we are.
Our comprehensive employment package varies by position, but may include: Competitive Pay Employee Explore Travel Program: Hotel room discounts at over 30 Marriott brands and over 7,000+ Marriott hotels around the world, including 34 Hawaii locations 20% Discounts globally on food and beverages and in-room dining at Marriott Worldwide locations Friends & Family Travel Program at Marriott Worldwide locations,including 34 Hawaii locations
Special discounts on several different vacation ownership options offered through Marriott Vacations Worldwide Sense of place and culture Paid company holidays and other paid time off (vacation, sick, birthday)
Medical Insurance Free Dental Insurance Free Life & Temporary Disability Insurance Attractive Pension/Retirement Plans
Monthly Wellness Event Reward & Recognition
Free hot meal each shift worked prepared by our Culinary Ohana
Free employee parking directly on-site in hotel parking lot each shift worked
Dry cleaning allowance/ free laundering of employee uniforms
Other employee shopping and spa discounts Learning & Development Opportunities through Marriott Global Source, Pacifica Hotels University and MORE!
Mahalo nui loa for exploring your career options with our King Kamehameha Kona Beach Resort’s ohana!
This company is an equal opportunity employer.
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