Prince Waikiki: Assistant Director of Front Office

Aloha! Voted as one of THE BEST PLACES TO WORK in 2022, 2023, and 2024 Prince Waikiki would love to welcome you to our dynamic team of hospitality professionals.

Lokomaika'i (sharing kindness from within) is the essence of who we are and how we care for our employees and guests. If you have the passion and the qualifications to join us as we continue to build upon the legacies we have created, we invite you to review the career opportunities we offer at Prince Waikiki.

In addition to competitive salaries, team member recognition programs, training and career opportunities, we offer the following benefits: medical, vision and dental care, life insurance, paid vacation and sick leave, 401k, complimentary rooms program, dining and golf discounts, and more.

Assistant Director of Front Office - Salaried

Primary Responsibilities:

Direct the day-to-day operation focused on efficiency with the objective of ensuring the best possible profit while maintaining the highest degree of guest satisfaction. Represents the Front Office to hotel guests and employees. Assists the Director of Front Office in all job areas including and not limited to the Guest Services, Concierge, Club Lounge, Front Services, and Communications. In addition, represents the Executive Office to hotel guests and employees. Inspect the hotel and public areas and monitor employees to ensure quality customer service and compliance to all procedures established by management.

Plans, organizes, and supervises Front Office activities. Establishes, reviews, and enforces department policies and procedures. Effectively handles multiple projects and assignments. Maintains standards of guest service and policies set forth by Executive Management.

Essential Duties:

1. Manage, coordinate, and supervise the activities of the Guest Services, Concierge, Club Lounge, Front Services, and Communications Departments and Hotel Assistant Managers to ensure the highest level of courteous and efficient service to all internal and external customers.

2. Run the management of the department with duties including scheduling, payroll, training, and departmental meetings.

3. Handle guest complaints in an effective manner and respond to emergency situations.

4. Maximize room revenue and occupancy by reviewing status daily. Analyze rate variance, monitor credit report, and maintain close observation of daily house count.

5. Maintain Hotel Standard Operating Procedure (SOP).

6. Assist in analyzing labor, forecast, capitol and department budget.

7. Interact positively with guests and employees, promoting hotel facilities and services. Listen and extend assistance to resolve problems to the satisfaction of involved parties. Field guest complaints and conduct thorough research to develop the most effective solutions. Remain calm and alert, especially during emergency situations and heavy hotel activity.

8. Train, supervise, and counsel and discipline staff for the efficient operation of the Front Office area. Assist in conducting departmental meetings, communicating pertinent information to the staff, such as arrival/departure counts. Schedule, direct and supervise staff in their work assignments. Monitor employee performance, encourage improvement and development and complete annual performance evaluations.

9. Maintain profitability of the department with maximizing room revenue and controlling payroll and other expenses related to Guest Services, Concierge, Club Lounge, Front Services, and Communications.

10. Coordinate the activities of the Hotel Assistant Managers to ensure continuous improvement in service delivery, training, and cost containment. Assist the Hotel Assistant Manager duties as needed.

11. Attend all meetings in the absence of the Director of Front Office.

12. Perform other duties / projects assigned by the Director of Front Office.

Please visit www.PrinceWaikiki.com/careers for more information or to complete an online application.

Prince Waikiki is an equal opportunity employer.