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Grand Wailea · 13 hours ago

Overnight Front Office Manager - Grand Wailea, A Waldorf Astoria Resort

Wailea, HI

Full-time

Onsite

Mid, Senior Level

$70K/yr - $75K/yr

Grand Wailea, a Waldorf Astoria Resort, is seeking an Overnight Front Office Manager to lead their front office operations during the overnight shift. The role involves overseeing guest service, team performance, and ensuring compliance with company standards to deliver outstanding guest experiences and financial profitability.

Responsibilities

Manage all Front Office operations to include, but not limited to, guest service and registration (check-in/check-out), room inventory and availability, guest service standards and initiatives, product quality, cost controls and overall profitability, marketing initiatives, systems use and management, budgeting and forecasting, department management, policy and procedure implementation and enforcement and meeting participation and facilitation

Monitor and develop team member performance to include, but not limited to, providing supervision, scheduling, conducting counseling and evaluations and delivering recognition and reward

Monitor and assess service and satisfaction trends, evaluate and address issues and make improvements accordingly

Ensure compliance with Company standards

Meet and greet guests and respond to guest inquiries, requests and issues in a timely, friendly and efficient manner and resolves guest concerns

Initiate and implement up-selling techniques to promote hotel services and facilities to maximize room occupancy and overall revenue

Ensure team members have current knowledge of hotel products, services, facilities, events, pricing and policies and knowledge of the local area and events

Complete audit procedures, as needed

Recruit, interview and train team members

Qualification

Front Office ManagementGuest ServiceTeam LeadershipBudgetingForecastingRecruitmentTrainingDependabilityQualityProductivityCustomer FocusAdaptability

Required

Exceptional leadership skills

Passion for leading and mentoring a team

Ability to manage all Front Office operations including guest service and registration, room inventory and availability, guest service standards and initiatives, product quality, cost controls and overall profitability

Experience in budgeting and forecasting

Ability to monitor and develop team member performance including supervision, scheduling, conducting counseling and evaluations, and delivering recognition and reward

Ability to monitor and assess service and satisfaction trends, evaluate and address issues and make improvements accordingly

Ensure compliance with Company standards

Meet and greet guests and respond to guest inquiries, requests and issues in a timely, friendly and efficient manner

Initiate and implement up-selling techniques to promote hotel services and facilities

Ensure team members have current knowledge of hotel products, services, facilities, events, pricing and policies

Complete audit procedures as needed

Recruit, interview and train team members

Demonstration of Hilton's Values: Hospitality, Integrity, Leadership, Teamwork, Ownership, and Urgency

Demonstration of key attributes: Quality, Productivity, Dependability, Customer Focus, Adaptability

Availability to work weekdays, weekends, and holidays

Benefits

Access to pay when you need it through DailyPay

Medical Insurance Coverage – for you and your family

Mental health resources including Employee Assistance Program

Best-in-Class Paid Time Off (PTO)

Go Hilton travel program: 100 nights of discounted travel

Parental leave to support new parents

Debt-Free Education: Team Members will have access to a wide variety of educational credentials through our partnership with Guild Education, including: college degrees and professional certifications

401K plan and company match to help save for your retirement

Hilton Shares: Our employee stock purchase program (ESPP) - you can purchase Hilton shares at a 15 percent discount

Career growth and development

Team Member Resource Groups

Recognition and rewards programs

Available benefits may vary depending upon property-specific terms and conditions of employment.