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Company Name : Hyatt Residence Club Maui, Ka’anapali Beach
Location : Lahaina, HI 96761
Position : Front Office Manager
Job Description : Come join our team!As part of Hyatt Vacation Ownership, Hyatt Residence Club provides flexible access to global travel experiences through a diverse portfolio of boutique residential-style retreats. Set in unique destination from Maui, Carmel and Aspen to Sedona, San Antonio and Key West, Hyatt Residence Club resorts deliver genuine Hyatt® care.JOB SUMMARYResponsible for all front office functions and staff. Areas of responsibility include Bell Staff, Switchboard Operations, Guest Services/Front Desk and Retail/Gift Shop, as applicable. As a department head, directs and works with managers and employees to successfully execute all front office operations, including guest arrival and departure procedures. Strives to continually improve guest and employee satisfaction and maximize the financial performance of the department.CANDIDATE PROFILEEducation and ExperienceHigh school diploma or GED;3+ years’ hotel Front Office experience3+ years’ Guest Services experienceCORE WORK ACTIVITIESL*eading Guest Services Team*Utilizes interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision making; demonstrates honesty/integrity; leads by example.Encourages and builds mutual trust, respect, and cooperation among team members.Serves as a role model to demonstrate appropriate behaviors.Supervises and manages employees. Manages all day-to-day operations. Understands employee positions well enough to perform duties in employees’ absence.Establishes and maintains open, collaborative relationships with employees and ensures employees do the same within the team.Ensures recognition of employees is taking place across areas of responsibility.Communicates performance expectations in accordance with job descriptions for each position and monitors progress.Celebrates successes and publicly recognizes the contributions of team members.Maintaining Guest Services and Front Desk Goals Achieves and exceeds goals including performance goals, budget goals, team goals, etc.Manages day-to-day operations, ensuring the quality, standards and meeting the expectations of the customers on a daily basis.Develops specific goals and plans to prioritize, organize, and accomplish your work.Keeps Front Office team focused on the critical components of operations to drive guest satisfaction and the desired financial results.Conducts department meetings and continually communicates a clear and consistent message regarding the Front Office goals to produce desired results.Reviews staffing levels to ensure that guest service, operational needs and financial objectives are met.Understands the impact of Front Office operations on the Rooms area and overall property financial goals.Manages department controllable expenses to achieve or exceed budgeted goals.Managing Projects and Policies Ensures compliance with all Front Office policies, standards and procedures.Ensures property policies are administered fairly and consistently, disciplinary procedures and documentation are completed according to Standard and Local Operating Procedures (SOPs and LSOPs) and support the Peer Review Process.E*nsuring Exceptional Customer Service*Provides services that are above and beyond for customer satisfaction and retention.Improves service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed.Supervises and managing employees. Managing all day-to-day operations. Understanding employee positions well enough to perform duties in employees’ absence.Acts as the Service Champion for the Front Office and creates a positive atmosphere for guest relations.Displays leadership in guest hospitality, exemplifies excellent customer service, and creates a positive atmosphere for guest relations.Strives to improve service performance.Empowers employees to provide excellent customer service.Ensures that all Front Office areas have an atmosphere that is conducive to the overall guest experience.Reviews comment cards, guest satisfaction results and other data to identify areas of improvement.Responds to and handles guest problems and complaints.Observes service behaviors of employees and provides feedback to individuals and/or managers.Managing and Conducting Human Resource Activities Identifies the developmental needs of others and coaching, mentoring, or otherwise helping others to improve their knowledge or skills.Provides guidance and direction to subordinates, including setting performance standards and monitoring performance.Establishes challenging, realistic and obtainable goals to guide operation and performance.Solicits employee feedback, utilizes an open door policy, and reviews employee satisfaction results to identify and address employee problems or concerns.Ensures employees are treated fairly and equitably.Manages employee progressive discipline procedures for Front Office Staff.Administers the performance appraisal process for direct report managers.Interviews and hires managers and hourly employee team members with the appropriate skills and in a timely manner to meet the business needs of the operation.Additional ResponsibilitiesProvides information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person.Analyzes information and evaluating results to choose the best solution and solve problems.Informs and/or updates the executives, the peers and the subordinates on relevant information in a timely manner.Identifies and analyzes Front Office operational challenges and facilitates the development of solutions to prevent reoccurrence.We celebrate the diversity of people, ideas and cultures. We believe our differences are what make us better – a better place to work, a better place to grow, enabling a better way to see the world. We are fully committed to providing equal employment opportunities in all employment practices, without regard to race, color, religion, sex, national origin, citizenship status, marital status, age, veteran’s status, disability, sexual orientation, gender identity, or gender expression. The Company complies with the law regarding reasonable accommodation for disabled employees and applicants.Job Type: Full-timeBenefits:401(k)401(k) matchingDental insuranceEmployee assistance programEmployee discountFlexible spending accountHealth insuranceHealth savings accountLife insurancePaid time offParental leaveProfessional development assistanceReferral programTuition reimbursementVision insuranceSchedule:HolidaysMonday to FridayWeekend availabilityExperience:Guest services: 3 years (Preferred)Hotel Front Office management: 3 years (Preferred)Work Location: One location
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