Grow with us...
Life at Starwood Hotels is based on a simple idea: the world is beautiful and we want to keep it that way. But we can't do it alone. That's why hiring thoughtful and inspiring Team Members and Leaders who understand that our people, collaboration, stellar service, and respect for nature are so important to us.
The front office = the heart of every single one of our hotels. It's the team who first greets guests when they step inside our property, attends to their every request, and introduces them to the brand. Supervising that team is a big job, because it requires a diverse range of skills, from analytical thinking and problem solving to self-assuredness and an ability to get along with everyone. Not to mention an almost instinctive desire to enhance the stay of every single guest.
We're currently seeking an impossibly charismatic Overnight Front Office Manager. Our dream candidate intimately understands the dynamics of this role and how it greatly impacts the overall guest experience at our hotels. If you feel this role is calling out your name, we'd love to hear from you.
About you...
POSITION OVERVIEW The Front Desk team are the heart of every single one of our hotels. It's the team who first greets guests when they step onto property at 1 Hotel Hanalei Bay, attends to their every request, and introduces them to the brand. Supervising that team is a big job, because it requires a diverse range of skills, from analytical thinking and problem solving to self-assuredness and an ability to get along with everyone. Not to mention an almost instinctive desire to enhance the stay of every single guest.
PRINCIPLE DUTIES AND RESPONSIBILITIES Communication & Guest Relations: - Ability to satisfactorily communicate in English and/or any foreign language with guests, visitors, management, and co-workers to their fullest understanding.
- Ability to effectively communicate across multiple departments to ensure smooth coordination and exceptional guest service.
- Ability to remain professional and courteous with demanding or difficult guests or situations, ensuring resolution with a positive outcome.
- Foster a culture of personalized service to ensure that guest expectations are not just met but exceeded.
- Ensure that guests' needs are anticipated and met in a timely, efficient, and professional manner.
Team Leadership & Development: - Ability to train, motivate, and develop staff daily to maintain a cohesive, highly skilled, and performance-driven team.
- Provide clear and constructive feedback to team members to support their professional growth and ensure consistent service standards.
- Organize and oversee daily team meetings to discuss goals, address challenges, and recognize achievements.
- Delegate responsibilities effectively and ensure staff is cross trained to handle various roles as needed.
Operations & Performance Management: - Oversee and ensure smooth daily operations of the Front Office, including managing check-ins/outs, guest requests, and other front desk services.
- Ability to direct performance of the front desk team, follow up on any issues or discrepancies, and implement corrective measures when necessary.
- Ensure that the reception area is well-maintained, organized, and adheres to hotel standards in cleanliness and presentation.
- Monitor and manage the front desk system, ensuring that accurate guest information is entered, updated, and maintained securely.
- Manage staffing levels to ensure efficient operation, balancing guest service quality with labor cost controls.
Night Audit: - Posts room charges and taxes to guest accounts.
- Processes guest charges for voucher and credit card vouchers.
- Post charges to the guest accounts that have not been posted or were incurred on the night audit shift.
- Transfer charges and deposits to master accounts.
- Checks to see that all charges are assigned to the appropriate departments.
- To verify that all transactions performed at the front desk are supported by documentary evidence and signatures as necessary and that they have been correctly posted and allocated into HMS system.
- To Verify that all charges posted from the POS Software, SPA software had reached the correct guest folios and not missing.
- Prints up and files reservations for the next business day.
- Verifies all account postings and balances.
- Verifies that room rates are correct and posts those rates to guest accounts.
- Monitors the status of coupons, discounts, and other promotional programs.
- Can function as a front desk agent especially in terms of check-in and check-out procedures.
- Tracks room revenues, occupancy percentages, and other front office statistics.
- Prepares a summary of cash, check, and credit card activities.
- Summarizes results of operations for management.
- Check figures, postings, and documents for accuracy. Record, store, access, and/or analyze computerized financial information.
- Prepare of End of day procedure.
- Must have complete knowledge of emergency procedures.
- Balance the day's charges, making corrections as necessary.
- Performs wake-up calls.
- Run end of day process in property management software (HMS).
- Understand principles of auditing, balancing, and closing out accounts.
- Knows how to operate HMS, typewriters, and other front office equipment.
- Respond to guest needs, special requests and complaints and alert the appropriate manager as needed
- Perform nightly balancing of in-room video and long-distance telephone services
- Understand and know how to perform check-in and check-out procedures.
Security & Confidentiality: - Ensure the security and confidentiality of guest and hotel information, strictly adhering to data protection policies.
- Maintain a high level of awareness regarding hotel security procedures, emergency protocols, and ensure all team members are properly trained in these areas.
Work Environment & Compliance: - Create and maintain a positive work environment by fostering team collaboration, open communication, and recognition of achievements.
- Ensure all Front Desk staff adhere to the hotel's grooming and dress code policies, always maintaining professionalism.
- Be aware of and adhere to all safety and emergency procedures, ensuring staff are well-prepared for emergency situations.
- Manage employee morale through recognition, motivation, and addressing concerns in a timely and effective manner.
Other Responsibilities: - May be asked to assist with shift coverage, especially during high occupancy periods or staff shortages.
- Be prepared to act as the Manager on Duty (MOD) in the absence of the Front Office Manager, handling escalated guest issues and operational decisions.
- Provide continuous feedback to senior management on areas of improvement or suggestions for enhancing guest satisfaction and operational efficiency.
About us... As a mission-driven company, our purpose is our true north, and our compass guides the way. The purpose we live by impacts the lives of our team members, drives the experiences for our guests, builds community with like-minded travelers and takes care of the planet we live in. Founded in 2006 by Barry Sternlicht, Starwood Hotels is a luxury hotel brand management company and affiliate of global private investment firm Starwood Capital Group.
$85,000-$90,000 annually
Starwood Hotels is an Equal Opportunity Employer. We believe in a diverse, sustainable workforce with an empowered, inclusive culture. We are committed to non-discrimination on any protected basis covered under applicable law. If you require any special accommodations, please visit People Operations.
