Guest Experience Leader - Front Office

Royal Lahaina Resort; Honolulu (HI); On-site; USD 70,000 - 120,000; Full time

Benefits offered by this job

Medical insurance

Paid holidays

Paid vacation

Job summary

Highgate is seeking a Front Office Manager for the Alohilani Resort Waikiki Beach in Honolulu. The role leads the Front Office Guest Experience, drives revenue, and develops managers while delivering quality service in a premier resort environment.

Responsibilities include guest issue resolution, staff training, budgeting, and ensuring adherence to company standards and SOPs. A strong hospitality background and Opera PMS knowledge are preferred.

Qualifications

• At least 3 years of progressive experience in a hotel or related field.
• Previous management experience required.
• Knowledge of Opera PMS preferred.
• Multi-lingual preferred.

Responsibilities

• Respond to guest requests, problems, complaints and accidents.
• Follow up to ensure guest satisfaction.
• Motivate, train, and counsel Front Office personnel.
• Conduct Front Office interviews and hire according to standards.
• Develop employee morale and ensure training.
• Maintain professional relationships across departments.
• Monitor room inventory to maximize revenue and occupancy.
• Analyze rate variance and monitor credit reports.
• Monitor guest satisfaction surveys and social media.
• Control expenses to maximize profit and ensure SOP adherence.
• Conduct regular Front Office meetings and performance reviews.

Skills

Guest service

Communication

Multilingual

Opera PMS

Tools

Opera PMS

Job description

Highgate is seeking a Front Office Manager for the Alohilani Resort Waikiki Beach in Honolulu. The role leads the Front Office Guest Experience, drives revenue, and develops managers while delivering quality service in a premier resort environment.

Responsibilities include guest issue resolution, staff training, budgeting, and ensuring adherence to company standards and SOPs. A strong hospitality background and Opera PMS knowledge are preferred.