Front Office Admin - Assistant Front Office Manager (Full-Time)

LEGACY is a core value that Halekulani lives by to celebrate our cultural history. For over 100 years, the hotel has welcomed visitors to Waikiki Beach, sharing our gracious hospitality, impeccable service, and unparalleled cuisine. Halekulani and Halepuna Waikiki employees live the legacy through the "art of service."

The Assistant Front Office Manager supports Front Office operations and serves as Manager on Duty, overseeing property operations and representing management in resolving guest concerns. The role coordinates guest arrivals, departures, room availability, and service recovery while working closely with other departments to deliver seamless, personalized luxury service. Responsibilities include training and mentoring staff, managing schedules and performance, and monitoring compliance with hotel policies and service standards. The position also addresses safety and security concerns and coordinates emergency response efforts to protect guests, employees, and hotel property.

ESSENTIAL FUNCTIONS

Operational Oversight

• Monitor daily arrivals and coordinate arrangements for VIPs, returning guests, and groups. Escort guests as needed.
• Manage room-rate availability, especially during full-house periods, to maximize occupancy and revenue while protecting guaranteed reservations.
• Handle guest relocations in accordance with established procedures and ensure room discrepancies are resolved.

• Coordinate guest arrivals, departures, and billing requirements with Sales and Catering management.

• Work closely with Front Office management to ensure timely follow-up on special concerns and guest requests.
• Act on behalf of senior management in their absence, as required, on matters involving the safety, security, and well-being of hotel guests, patrons, and employees.

• Maintain strong working relationships with all departments to support property operations and goals and resolve operational issues promptly.

• Address safety concerns in Front Office and related areas, including workplace and guest safety, key control, and staff safety training and awareness.
• Remain on call for emergencies, including hurricanes and tsunamis, and coordinate efforts to protect lives and hotel property.

Guest Experience

• Participate in personalized guest service, including tailored greetings, curated assistance, and seamless handoffs between departments.
• Serve as the primary liaison for Front Office guest feedback and ensure timely, thoughtful service recovery as needed. Keep Rooms Division leaders informed of guest concerns, opportunities to improve service, and actions taken.
• Monitor guest satisfaction scores and implement action plans to continually improve departmental performance.

Team Leadership & Development

• Train and mentor service professionals to deliver gracious, intuitive luxury service while fostering professionalism, teamwork, and accountability.
• Manage staff performance and development, including coaching in guest engagement, service recovery, and anticipatory service. Conduct performance evaluations, manage schedules, and oversee staffing needs.
• Monitor staff compliance with all hotel policies, standards, and procedures.

• Perform other duties as required or assigned by senior management.

SUPERVISORY REQUIREMENTS

Reports To: Front Office Manager

Supervises: Front Office Staff

EDUCATION/EXPERIENCE

• Minimum three (3) years of experience in hotel guest services, front office operations, or related front‑of‑house leadership roles, preferably in a luxury environment.
• High school diploma or equivalent vocational training certificate, business degree, and/or college degree preferred.
• A combination of education and experience that provides the knowledge, skills, and abilities needed to meet the minimum qualifications and perform the essential functions of this position.

LICENSES/CERTIFICATIONS

• First Aid/CPR certification
• Liquor Commission card for managers (blue)

KNOWLEDGE, SKILLS, & ABILITIES

• Exercise sound judgment, common sense, and initiative.
• Establish and maintain relationships with other hotels and industry contacts.
• Ability to anticipate guest needs, respond promptly, and acknowledge all guests.
• Strong leadership presence, communication skills, and ability to motivate teams.
• Ensure familiarity with all hotel services/features and local attractions and activities to respond to guest inquiries accurately.
• Must be highly organized, detail-oriented and able to multi-task.
• Must be able to prioritize tasks while maintaining timeliness.
• Ability to maintain positive guest relations at all times.
• Must exhibit a poised and professional image and good voice image.
• Proficiency in Microsoft Office and able to operate the hotel’s property management system.

MENTAL DEMANDS

• Exceptional problem‑solving abilities, critical thinking skills and service‑recovery finesse.

• Requires a high level of professionalism, emotional intelligence and attention to detail.
• Must be able to perform under stressful conditions while maintaining a courteous and professional demeanor.
• Must be able to work collaboratively with other team members.
• Must be able to comprehend, analyze, organize and prioritize a wide variety of information within time limitations.

PHYSICAL DEMANDS

Activity · Over 2/3 of the time · About 2/3 of the time · About 1/3 of the time · Less than 1/3 of the time · Seldom or Never

Sitting · X

Climbing · X

Stooping, kneeling, crouching and/or crawling · X

Standing · X

Walking · X

Handling or fingering · X

Eye-hand-foot coordination · X

Use of vision · X

Activity · Less than 25 lbs · 25 to 50 lbs. · More than 50 lbs.

Pushing · X

Pulling · X

Lifting · X

Carrying · X

COMMUNICATION DEMANDS

Activity · Over 2/3 of the time · About 2/3 of the time · About 1/3 of the time · Less than 1/3 of the time · Never

Talking (in-person) to co-workers · X

Talking (in-person) to business associates (i.e. outside contractors, vendors, etc.) · X

Talking (in-person) to the public (including guests) · X

Talking on the telephone and/or video conferencing · X

Written communication to co-workers · X

Written communication to business associates (i.e. outside contractors, vendors, etc.) · X

Written communication to the public (including guests) · X

Supervising employees or monitoring services provided by outside consultants, vendors and suppliers · X

Responding to written or verbal requests from co-workers · X

Responding to written or verbal requests from business associates (i.e. outside contractors, vendors, etc.) · X

Responding to written or verbal requests from the public (including guests) · X

Training and/or giving verbal instructions · X

Training and/or giving written instructions · X

Receiving verbal instructions · X

Receiving written instructions · X

Reading · X

Visiting and/or working at other work sites · X

WORK ENVIRONMENT

• Indoor/Outdoor, non-air conditioned work spaces, and air-conditioned office.

• Some exposure to variable temperature and weather conditions.
• Exposure to low to moderate noise levels.
• Working in an area where vehicles are being operated.

MATERIAL OR EQUIPMENT DIRECTLY USED

Computer, calculator, telephone, copy machine, fax machine, and other equipment as required. May use radio/communication devices.

Hotels and Resorts of Halekulani is an Equal Opportunity Employer and does not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state, or local protected class.