Front Office Manager

Description

Job Summary:

The Front Office Manager is responsible for all aspects of front office operations and staffing for Sands of Kahana, Kahana Beach Resort, and Kahana Villa Vacation Club. Provide quality products and services to owners and guests which align directly with RCI, Interval International, and our own internal standards, while consistently meeting budgetary measures for each of the properties. Have a strong understanding of responsibilities to ensure a successful day to day operation. 

Essential Functions:

• 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.
• Promote positive inter-departmental relationships, and work towards success with other divisions within the organization. 
• Conduct department meetings and continually communicates a clear and consistent message regarding the Front Office goals to produce desired results.
• Ensures recognition of employees is taking place across areas of responsibility. Celebrates successes and recognizes the contributions of team members.
• Work with Resort Management team (RMT) to develop specific goals and plans to ensure RCI ratings for appropriate crown level at each resort is met.
• Work in conjunction with the Resort Management team (RMT) to provide exceptional customer service in every interaction with owners and guests.
• Recruit, interview, hire and ensure proper training of new employees.
• Conduct coaching, counseling, and disciplinary action.
• Work closely with Inventory Management to ensure owners are cared for before, during, and after their stay.
• Maintain a positive and mutually beneficial relationship with association boards and on-site leaders to ensure that our guests receive services that they expect from our club programs.
• Assist Resort Manager I with annual budgets, capital expenditure plans, revenue management initiatives, and operating costs for both the Vacation Club and the AOAO as applicable for each property.
• Ensure resort’s operating costs are within budgetary guidelines and ensure team member accountability.
• Follow all Safety and Security procedures to protect and ensure the safety of guests, employees, and assets. Ensure safety, OSHA, HazCom, and MSDS compliance in all areas of the resort.
• Proactively manage the resort’s risk through the company’s safety program
• Ensure timely and appropriate documentation of all accidents and incidents.
• Manages day-to-day operations, ensuring the quality, standards and meeting the expectations of the customers on a daily basis. 
• Be involved with and promote Yes& social networking initiatives for the resort.
• Proactively address issues that could negatively affect overall resort quality.
• Ensure compliance with all Front Office policies, standards, and procedures.
• Maintain a flexible work schedule based on business needs and ensure RMT presence on property seven days per week.
• Ensure proper scheduling for sufficient coverage on all shifts.
• Provide additional support of all properties in the Hawaii region after normal business hours and when necessary.
• Ability to adapt to new initiatives, change of course and prioritize appropriately.
• Perform all other duties as needed.  

Requirements

Job Specifications:

• 3-5 years of experiences in the timeshare and/or hotel industry preferred.
• Leadership experience in timeshare and/or hotel operations preferred.
• Experience with business financials.
• Excellent customer service skills.
• Proficient in Word and Excel.
• Excellent oral and written English communication skills.
• Must have professional appearance.

Systems:

• Paylocity 
• MS Office Suite 
• PMS System
• Salto
• Max Panda

Work Posture Requirements:

• Sitting:        Frequently
• Standing:        Frequently
• Walking:        Frequently
• Driving:        Frequently
• Bending (from waist):        Occasionally
• Crouching (squat):        Occasionally
• Kneeling:        Occasionally
• Crawling:        N/A
• Climbing (stairs):        Frequently
• Climbing (ladder):        Rarely
• Twisting:        Occasionally
• Reaching:        Occasionally
• Wrist Motion:        Frequently

Carrying Requirements:

• Items Carried: Luggage, Documents
• Distance: 100  ft.
• Times Per Day:        Occasionally
• Maximum Weight:       40 LBS

Moving/Lifting Requirements:

• Items Moved/Lifted: Cart,  Luggage, Boxes
• Times Per Day:        Occasionally
• Maximum Weight:       100 LBS. Moving/40 LBS. Lifting

Moving/Lifting Levels/Heights:

• Floor:        Occasionally
• Knee:        Occasionally
• Waist:        Occasionally
• Chest:        Occasionally
• Overhead:        Occasionally

Push/Pull Requirements:

• Item Name: Furniture  Frequency:        Rarely
• Item Name: Shampooer  Frequency:        Rarely
• Item Name: Vacuum  Frequency:        Occasionally
• Item Name: Utility Cart  Frequency:        Occasionally

Environmental Conditions:

• Inside/Outside:     Yes
• Hot/Cold Temperatures:     Yes
• Wet:     No
• Noise:     Yes
• Power Equipment:     No
• Traffic Hazards:     Yes
• Chemical Hazards:     Yes
• Heights:     Yes
• Dust:     Yes
• Close Quarters:     Yes
• Fumes/Odors:     Yes