MUST LIVE ON THE ISLAND OF KAUAI TO APPLY***** MUST HAVE PRIOR EXPERIENCE IN FRONT DESK/RESERVATIONS AS A MANAGER OR SUPERVISOR
About us
Suite Paradise is a family owned Vacation Rental Management company in Poipu Kauai. If you are looking at applying please make sure that you currently live on island or have secured your housing prior to applying.
Our Front Desk Manager will be responsible for all front office functions and staff. As a department head, you direct and work with managers and employees to successfully execute all front office operations, including guest arrival and departure procedures. You work to establish a safe and secure environment for all guests and associates. You strive to continually improve guest and employee satisfaction and maximize the financial performance of the department.
Front Desk and Guest Services
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.
Managing Guest Services and Front Desk Teams
- 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 daily.
- Develops specific goals and plans to prioritize, organize, and accomplish 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 department 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.
- Provide recommendations and reports for capital expenditures, repairs, and maintenance programs for all front office areas.
- Handle guest complaints and verify that all guest issues are resolved.
Managing Projects and Policies
- Verifies compliance with all Front Office policies, standards, and procedures.
- Verifies 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.
Providing Exceptional Customer Service
- Provides services that are above and beyond for customer satisfaction and retention.
- Coordinates activities with other departments to facilitate increased levels of communication and guest satisfaction.
- 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.
- Verifies 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 HR 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.
- Verifies 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 team members with the appropriate skills and in a timely manner to meet the business needs of the operation.
Additional Responsibilities
- Provides 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 departmental operational challenges and facilitates the development of solutions to prevent reoccurrence.
Job Type: Full-time
Pay: $55,000.00 - $65,000.00 per year
Benefits:
- Dental insurance
- Employee discount
- Health insurance
- Paid time off
- Tuition reimbursement
- Vision insurance
Schedule:
- 8 hour shift
- Day shift
- Weekends as needed
Experience:
- Customer service: 1 year (Required)
Ability to Relocate:
- Koloa, HI 96756: Relocate before starting work (Required)
Work Location: In person